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.
We proudly boast that we can integrate FixMyStreet Pro with any existing council CRM — and that’s the truth, though it’s always interesting to see what challenges each new one will bring.
Thanks to the London Borough of Bexley coming on board as our latest client, we can add Symology to the ever-growing list of systems that are proven to work in harmony with FixMyStreet.
There were two new challenges to solve to ensure a smooth integration here. First, although Symology has an API, which is the easiest way to ask a CRM to provide you with regular feeds of data, we couldn’t find a way to extract updates on reports from it. These updates are what keep our users informed of the progress of their issues, so we needed to find a different way to extract them.
No problem, thanks to Bexley’s obliging and responsive team: to get around this issue, they set up a regular CSV export for us. FixMyStreet Pro can automatically parse this and take in the contents, then publish updates on the site as appropriate.
The other challenge was that Symology has no functionality to perform ‘logic assignations’ — in other words, using the relevant fields of a report in order to send them on to the correct team, assign them the right priority, or apply analysis codes. Fortunately, we were able to integrate all the necessary moving parts into our Open311 adapter functionality, making sure reports will be directed to the right place.
A final belt and braces move is that when a report is identified as high priority, we send it to a dedicated priority email address as well as into the system, to make extra sure that it is seen as quickly as possible.
We enjoyed meeting these challenges for Bexley, who were receptive to all our suggestions and very helpful working with us to get them implemented.
Everything that happened to get this integration up and running need not trouble the residents of Bexley, of course. Reporting their issues will be smooth and simple — and that’s the end result we always strive for.
This year, Bristol Council did something unusual and admirable. As far as we’re aware, they’re the first UK council to have taken such a step.
Working with mySociety on custom Open311 ‘middleware’ while adopting FixMyStreet as their fault-reporting system, they now enjoy full flexibility, no matter what the future holds.
Thanks to this open approach, Bristol will extract more value from their existing systems and lower operating costs. With integrated, open solutions, and the raised quality of report formatting that Open311 brings, everyone will benefit.
Councils are increasingly understanding the value of flexibility when it comes to service providers.
Contracts that lock them into a single provider for many years mean that, often, there’s no opportunity to benefit when technology advances, and disproportionate costs can be charged for implementing the slightest changes.
This desire for flexibility was a strong factor in Bristol City Council’s decision to adopt FixMyStreet for Councils — and that opened the door for a conversation about Open311.
We’ve always advocated integration via Open311, to the extent that we offer free hook-up with FixMyStreet to any councils who support it.
Because Open311 is an open standard, it supports the entire landscape of providers like FixMyStreet. Right now, Bristol can accept street fault reports not just from us, but from a full range of services — in other words, any site or app that cares to connect with them can do so. No-one knows what the future will hold: if a game-changing system emerges in the future, it makes sense that you’d be able to accept its reports.
All well and good: but when Bristol City Council implemented FixMyStreet as their fault-reporting system, the concept was taken a little bit further. With our collaboration, Bristol created their own Open311 ‘middleware’, sitting between the two systems and talking to both.
Via this method, their existing CMS, Confirm, can hook up to reports coming through from FixMyStreet. That all works smoothly — but, just as importantly, if Bristol ever decide to replace their CRM provider, they’ll be able to do so with no knock-on effect to FixMyStreet reports. And if they ever decide to replace FixMyStreet with a different provider, or indeed to accept reports from a range of providers, they can do that too.
Bristol found us via the GCloud procurement system, and are the first metropolitan unitary authority to install FixMyStreet.
Bristol launched its FixMyStreet service to the public in the summer of 2016.
This autumn, they added asset-based reporting, meaning that known council properties such as streetlights, grit bins and gullies are all marked on FixMyStreet’s maps. Residents can pinpoint and report the location of faults with these assets far more accurately as a result.
There’ll be a phased rollout across departments, starting with Highways and moving across departments as Bristol extend their own middleware. We’ll be watching with great interest.
Interested to learn more? Join one of our regular Friday webinars.