Developed for Oxfordshire County Council’s instance of FixMyStreet Pro, useful new map pins show citizens when a fix has already been scheduled by the council, further helping to avoid report duplication and manage citizen expectations.
When a citizen makes a report on FixMyStreet.com or on one of the council branded Pro versions of the website, that report is published publicly with a little pin on the map indicating where the defect is. Among the various benefits of this transparent approach to defect report making is the way in which it helps to reduce duplicate reports; the citizen can see that the council has already been made aware of the issue and therefore doesn’t need to submit a new report.
Wanting to take extra advantage of this feature, Oxfordshire County Council approached us last year with a request to display some brand new pins on their maps to show where highways inspectors have already made note of a defect and have scheduled contractors to carry out a repair, thus eliminating the need for anyone to make a report in the first place.
To collect the information for the new pins, Oxfordshire set up a new standard asset layer feed for FixMyStreet Pro especially for defects that have already been flagged by the Council’s highways inspectors.
Taking data straight out of Oxfordshire’s backend management system, FixMyStreet Pro’s frontend produces a pin on the map to represent those defects, which can be seen to citizens from the ‘All Reports’ page when zoomed in to a certain level over the corresponding map tiles. These pins are shown in blue to differentiate them from those indicating a citizen-made report.
Before a citizen places a pin of their own on the map to begin a report, FixMyStreet Pro will display the blue defect pins to helpfully suggest that this could be a problem that’s already been flagged by the Council.
Upon clicking one of the new pins, the citizen will be shown a pop-up containing up-to-date information on the defect, including when a repair is estimated to be completed.
All of this should help to save the citizen the bother of submitting a report, while for the Council it helps to not just save time and money, but to also instil confidence in residents that defect repairs are all in hand.
SocietyWorks’ services are under continual development and we love taking suggestions for new features from our council partners, like this one from Oxfordshire. If you’d like to find out more about FixMyStreet Pro, or any of our other services, you can schedule a demo here.
Image: Miguel Teirlinck on Unsplash
When citizens are subscribed to receive email updates about a FixMyStreet report by council staff, they will now receive an email to acknowledge their subscription straight away.
If you’re familiar with our FixMyStreet Pro service, you’ll know that it allows citizens to subscribe to updates on existing issues rather than re-reporting. It’s a nifty feature that helps to give citizens a transparent view of how problems are being dealt with and reduces duplicate reports, saving councils time and money.
But did you know that council staff can also manually subscribe citizens to FixMyStreet reports if they need to?
Say, for example, a citizen has called your customer service centre to report a pothole that’s already been reported to you via FixMyStreet. If that citizen wants to stay informed about what happens next regarding fixing the pothole, you can subscribe them to the original FixMyStreet report. This way, they’re kept in the loop whenever an update is issued by staff within your case management system, and they shouldn’t need to call you back about the issue.
All sounds good, right?
It is, but there was one thing that Oxfordshire County Council pointed out could make it even better.
They realised that, on certain occasions when the time between the citizen being subscribed to a report by council staff and an email being sent with an update was a little longer, the citizen was sometimes forgetting why they were receiving the email, and would call the council again to ask.
So to combat this, we’ve now introduced a new subscription confirmation email to the FixMyStreet Pro service. This means that when council staff manually subscribe a citizen to a report, the citizen receives an email to acknowledge the subscription straight away. It’s a simple step that should help to alleviate any confusion in the event of the first email update about the report not arriving for several days.
The subscription acknowledgement email is now in place for all councils using FixMyStreet Pro.
If you have any questions about this new feature, or you have an idea for another, let us know.
Image: Steven Phillips on Unsplash
Our client councils continue to test our integration mettle with the many and varied internal systems they use.
One nice thing about FixMyStreet Pro, from the council point of view, is that it can play nicely with any internal council system, passing reports wherever they are needed and feeding updates back to the report-maker and onto the live site. What keeps life interesting is that there’s a huge variety of differing set-ups across every council, so there’s always something new to learn.
Oxfordshire County Council are a case in point. They’ve been a client of ours since 2013, and back in May they asked if we could work with them to integrate their new highways asset maintenance system HIAMS, supplied by WDM, and make sure the whole kaboodle could work with FixMyStreet Pro as well.
At the same time, they needed an update to their co-branded version of FixMyStreet to match a new design across the council website. FixMyStreet can take on any template so that it fits seamlessly into the rest of the site.
As FixMyStreet was well embedded and citizens were already using it, it was vital to ensure that the disruption was kept to a minimum, both for report-makers and members of staff dealing with enquiries.
We worked closely with WDM and Oxfordshire County Council to create a connector that would pass information the user entered on Oxfordshire’s FixMyStreet installation or the national FixMyStreet website into the new WDM system, with the correct categories and details already completed.
Once we saw data going into the system successfully, the next task was to get updates back out. One single report could take a long journey, being passed from WDM onto another system and then back through to WDM before an update came to the user. We didn’t want to leave the report-maker wondering what was happening, so it was crucial to ensure that updates came back to them as smoothly and quickly as possible.
The integration between FixMyStreet and WDM is now live and working. Users will receive an update whenever their report’s status is changed within the WDM system, meaning there’s no need for them to follow up with a phone call or email — a win for both citizens and councils.
It all went smoothly from our point of view, but let’s hear from Anna Fitzgerald, Oxfordshire’s Infrastructure Information Management Principal Officer:
“We’ve been using FixMyStreet Pro since 2013 as it’s a system which is easy to integrate and our customers love it.
“From an IT support side; integrating the new system to FixMyStreet Pro was seamless. The team at mySociety have been a pleasure to work with, are extremely helpful, knowledgeable and organised. They make you feel like you are their top priority at all times, nothing was ever an issue.
“Now that we have full integration with the new system, the process of updating our customers happens instantaneously. FixMyStreet Pro has also given us flexibility to change how we communicate with our customers, how often we communicate; and all in real time.
“What’s more, our Members and management team love it as it has greatly reduced the amount of calls to our customer services desk, which saves a lot of money for the council.”
As always, we’re delighted to hear such positive feedback. If you’re from a council and would like to explore the benefits FixMyStreet Pro could bring you, please do get in touch.
Image: Suad Kamardeen