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.
Bexley’s installation of FixMyStreet Pro went live in June 2019, and as we noted at the time, it integrated with their existing Symology asset management to process reports of highways issues like potholes, graffiti and abandoned vehicles.
Once the system had been running for a little while, Bexley started examining other ways in which FixMyStreet could improve internal workflows and save the borough time and money.
As a result, they have now also integrated with a further two systems: Confirm for trees, parks and ground maintenance issues, and Uniform for some fly tipping issues.
For the report-maker, this keeps things nice and simple: they only have to visit one place and can report any issue across this range of categories. Meanwhile, the council are benefiting from the ability to collect consistent data, which is then passed on to the most relevant back office system depending on which category the reporter selected.
FixMyStreet Pro’s two way integration across all of these linked systems means that when the council update the relevant issue in any of them, it also updates the website and lets the citizen know that there’s an update on their report, or that it’s been resolved. Both citizen and council save time, with no need for a follow-up call to see how the issue is progressing.
We’re also pleased to hear that the customer service centre have adopted FixMyStreet as their main reporting platform internally, as well. This means that staff don’t have to learn and use three different systems: they can easily create a report on behalf of a citizen within FixMyStreet, and rest assured that it will be sent to the correct department.
Hounslow is the latest borough to adopt FixMyStreet Pro, adding to the ever-growing share of Greater London councils who have chosen the service as their main street reporting interface.
As with other Pro integrations, citizens can now make reports via the Hounslow website or on FixMyStreet.com; either way they’ll display on both sites, and will drop directly into the council’s case management system — in this case, Confirm.
It’s part of a dual contract with contractors Ringway that operates the highways contract on behalf of the London Borough of Hounslow: watch this space for the other council implementation going live soon on the Isle of Wight.
In fact, this installation has involved a seamless transfer which minimised the impact on council staff; everything was handled through Ringway, including user testing via their network of volunteer ‘Lay Assessors’.
Thanks to a lot of previous experience with Confirm, it’s all proven very straightforward from our point of view. The whole system was up and running in just two weeks, something of a record for FixMyStreet Pro implementation — and a great illustration of just how quickly councils can get going and start to see real change in their customer interface with FixMyStreet Pro if everything is in place.
Rob Gillespie, Ringway’s Regional Director, agrees: “I have been impressed with the level of engagement and simplicity of this change. The team behind FixMyStreet has supported our team to develop a service that I believe will be a real game-changer for the industry. Our aim was to improve the accessibility of our highway services, and improve the connectivity between customers and our operational teams. This partnership has really delivered on these expectations.”