Residents of Nantwich, Crewe, Wilmslow, Macclesfield, and every other part of Cheshire East will benefit from the council’s decision to implement FixMyStreet Pro as their official report-making system for highways issues.
FixMyStreet’s interface should come as a step improvement for both citizens and council staff, making the reporting process much simpler for all.
FixMyStreet Pro will be integrating with the council’s existing Confirm CRM. Confirm is a popular choice for UK councils and we’ve dealt with it a lot, so the hook-up was very straightforward.
Customer service staff will also continue taking reports over the phone. They’ll input details into the system for inspectors to pick up — and these reports will also be shown on the council’s website (and fixmystreet.com) so the public can see what’s in progress and doesn’t need re-reporting.
A further benefit is that because FixMyStreet can define the information required from the report-maker (precise location, category, etc), the customer services team won’t need to review it as they had been doing previously.
So there are efficiency wins all round for Cheshire East. We welcome them to the growing number of councils who’ve opted for FixMyStreet Pro.
Image: Alex Liivet (CC by/2.0)
Buckinghamshire County Council have revealed the cost savings brought to them by FixMyStreet Pro.
The authority switched over to FixMyStreet Pro as their official fault reporting system in April 2018. They’re now able to assess a year’s worth of data and compare it to the year previous. The findings are gratifying, to say the least — and set out a real case for councils who are considering opting for the service themselves.
The council reports that they’ve seen a 13% decrease in calls and a 40% reduction in emails about street faults since FixMyStreet Pro was introduced.
In case you’re wondering how that translates into monetary savings, well, on average they reckon that a single call costs £5.88 in staff time, while a report made by email, with its potential for back and forth communication to pin down the precise details, chalks up £7.81.
In comparison, because FixMyStreet Pro places reports directly into the system, and little staff time is required to administer them, the perceived cost is just 9p per report.
Additionally, Buckinghamshire has seen a 29% drop in calls where residents are chasing progress: report makers no longer need to get on the phone to check whether their issue is being seen to, because updates are pushed directly back to them as the report progresses through the system.
And there’s been a 59% decrease in unnecessary clarification, that is, when the council need to go back to the report-maker to check the exact location or nature of an issue. FixMyStreet can be set up to the council’s exact specifications to ensure that the user is prompted to provide all the information they’ll need, which accounts for this impressive drop.
It can be a frustrating waste of time and resources when a council receives reports about issues which are not their responsibility: with the UK’s two tier system, it’s almost inevitable that citizens get confused about which authority deals with which category of street fault — and on top of that, there are the reports that are dealt with by other bodies such as TfL or Highways England.
FixMyStreet has always done a good job of routing reports to the right council, though, and the improvements we’ve made to the service over the last few years mean we can also make sure the relevant reports go through to TfL and Highways England too. Bucks say that since introducing FixMyStreet Pro, they’ve seen a 19% decrease in misrouted reports that have to be forwarded elsewhere.
Finally, they can see a 30% decrease in street light reports. Since Bucks are one of the councils who display all their streetlights on FixMyStreet it’s now very easy for a resident to check online whether an issue has already been reported for any specific lamp post. If it has, they can also see its progress towards resolution — so there’s no need for them to open a new report.
These figures illustrate very clearly what is meant by channel shift: real, tangible results that save money for councils, and thus ultimately, for residents too. It’s great to have this confirmation that FixMyStreet Pro brings results — and we’re still in a continual process of development in consultation with councils, to keep making more improvements wherever we can.
Image: Peter O’Connor (CC by-sa/2.0)