FixMyStreet Pro’s ability to handle the complex routing of inbound street and highways reports really comes into its own in London.
With thirty-two different boroughs and multiple public authorities taking responsibility for keeping the Capital’s cogs turning, the process of reporting problems in London can be somewhat of a tangled web for residents that aren’t sure who’s responsible for what, and for councils whose teams and internal systems are working in silo, leading to more phone calls, more emails, more duplication of effort and slower response times.
FixMyStreet Pro has the intelligent functionality to connect everything together for councils using the service, and automatically reroute reports from one authority to another – and it works at its best when everyone is using it to its full potential.
That’s why earlier this week we hosted a focused workshop for our growing contingent of London-based FixMyStreet Pro customers to share best practice ideas for how to get the most out of the service and maximise user uptake.
Transport for London (TfL)’s Customer Services Delivery Manager Fola Olafare kicked things off by talking through how FixMyStreet Pro (known by TfL as Street Care) has been working for them since its launch in 2019, and their ambitious aims for expanding the service’s reach and impact over the next eighteen months.
Fola’s presentation ended with a lively group discussion in which attendees from Hounslow Highways and the London Boroughs of Bromley, Hackney, Merton and Westminster bounced their best ideas around for accelerating channel shift.
Next up we heard two case studies on successfully establishing FixMyStreet Pro as your channel of choice for taking reports from citizens.
Tracy Eaton, newly-appointed Product Owner for FixMyStreet Pro at Buckinghamshire Council, where 61% of reports are now being made via FixMyStreet Pro, spoke about the importance of making use of the service’s ability to feed detailed and transparent information back to citizens, and how, by using FixMyStreet Pro’s map asset layers, duplicate reports for related categories have dropped down to just 0.05%.
Meanwhile, Jonathan Richards, Business Support & Market Manager at Bromley Council, shared some insight into Bromley’s channel shift journey with FixMyStreet Pro, which now accounts for a whopping 94% of all inbound reports.
For our final session of the workshop, SocietyWorks’ Senior Developer Matthew Somerville gave a detailed demonstration of what is, arguably, the most intelligent and useful feature of FixMyStreet Pro for London boroughs: its ability to display assets and categories that are the responsibility of another authority on the map, and to reroute any reports pertaining to those categories.
This particular feature of FixMyStreet Pro reflects the key functionality of the national FixMyStreet.com service, which allows citizens to make reports to councils and ensures those reports go to the correct place. After all, most citizens don’t care about whether an issue is the responsibility of one council or another, and nor should they have to; they just want to make a report and receive updates about its progress.
The difference with the Pro version is that everything is integrated with councils’ backend systems, so not only do reports go to the correct place, but they also require no manual intervention from staff, and facilitate a seamless two-way transfer of data.
Take the London Borough of Bexley’s version of FixMyStreet Pro as an example. As well as allowing residents to select from a list of categories that are the responsibility of the borough, Bexley also displays categories for reports that need to go to TfL (eg. Abandoned Santander Cycles), if and when a resident clicks on the ‘red route’ area of the map.
Any reports made on a ‘red route’ will automatically be sent to TfL, creating a really smooth experience for the report-maker and saving Bexley the trouble of having to deal with an irrelevant report.
In cases where a report could still be the responsibility of TfL, but it’s not on a ‘red route’, FixMyStreet Pro will work that out and send the report to TfL instead of to Bexley. Take the example below, which shows TfL’s traffic lights asset layer displayed on Bexley’s reporting service, ensuring that the report will not only go to the right place, but gives the most accurate information when it arrives.
Vice versa, on TfL’s version of FixMyStreet Pro, Street Care, should a citizen go to make a report about an issue on a ‘red route’, they will be able to choose from a variety of categories, most of which are the responsibility of TfL, some of which aren’t.
For example, if a citizen heads to Street Care and tries to report some litter on the road, they will be advised that this report needs to be dealt with by the borough, and will be able to click through to the national FixMyStreet.com site where the report information will be carried over, causing no interruption to the report-making process.
Equally, if a citizen tries to report a problem via Street Care and drops the map pin on a road that’s not maintained by TfL, this will be explained clearly and, again, the report-maker will be able to click through to a pre-filled report on FixMyStreet.com.
It’s not obligatory for our London borough councils to display ‘red routes’ and redirect reports to other authorities, but Matthew’s demonstration provided ample inspiration for how transformational doing so can be to the user experience.
For London boroughs, FixMyStreet Pro is a powerful tool for channel shift and presents a crucial opportunity to join a community of councils and other authorities delivering a truly efficient and joined-up service.
Image: Ashleigh Joy Photography on Unsplash
We heard from Transport for London that FixMyStreet has played an unexpectedly valuable part during London’s lockdown.
We recently ran a couple of user groups for some of the authorities who use FixMyStreet Pro. These had been planned as in-person events, but of course, like everything else these days, had to transition to online.
Nonetheless, they were a good chance for us to present some of FixMyStreet Pro’s new features, and to hear from our client authorities about how they’ve been using the service. Sally Reader’s description of how FixMyStreet has come into its own for TfL while the capital is shut down was particularly thought-provoking — you can watch it here.
We’d all been thinking that lockdown means fewer people on the streets, and therefore less opportunity for damage. But Sally pointed out that faults still happen: trees might fall down, blocking roads; or there might be increased levels of vandalism now that boredom is an issue for many — and there’s still a great need to keep the network safe for the transport workers helping to run it, and of course those who are using it.
At the moment, these passengers are by and large key workers who may be at the end of a long working day on the frontline — as Sally puts it, the last thing they need is to be standing in a smashed up bus shelter as they await their transport home.
Additionally, TfL are using their Streetcare FixMyStreet reports to help alert them to potentially dangerous faults and to provide extra eyes and ears on the network while non-essential on-street works have been halted.
It was a surprise to both us and TfL, but we were pleased to hear that FixMyStreet has been such an asset during these times.
Image: Ben Garratt
There’s now a new category on Streetcare, the TfL version of FixMyStreet, for reporting abandoned bicycles.
The Santander Cycle system, allowing Londoners to travel from A to B cheaply and conveniently, is managed by TfL.
You hire a bike from one docking station and responsibly return it to another when you’re finished, so someone else can use it. Unfortunately sometimes bikes are not docked correctly and can end up missing and eventually abandoned.
TfL wanted to give citizens a simple way to report abandoned bikes, so they could arrange for them to be collected and returned to the scheme as soon as possible. TfL asked if we could add a reporting function on Streetcare as an option to report abandoned bikes.
Anyone can make a report quickly and easily on Streetcare, with no need even to provide contact details (unless you want updates on your report). ‘Abandoned Santander cycle’ is one of the category options, and as with any other report, you can add photos and more details, while marking the precise location on a map.
These will be passed to the relevant team so they can go and make the collection — and you can feel like a good citizen, assured that there’s one more bike back in the game and available for use.
Image: John Jackson
Back in November, we announced our new partnership with Transport for London. We’re now pleased to say that the new Street Care service is live.
If you’re a seasoned user of FixMyStreet, there’s no learning curve required: you can proceed exactly as normal. If you prefer, you can carry on making reports through the national website at FixMyStreet.com or via the FixMyStreet app.
The only difference is that now, if the issue is the responsibility of TfL, that’s where your report will be routed, and that’s where updates will come from to let you know when the fix is in progress or completed.
The new service covers potholes, roadworks, bus shelters and traffic lights on the capital’s busiest roads — the ‘red routes’, which make up only 5% of the city’s highways, but account for a whopping 30% of traffic. Users can also report graffiti and flyposting, problems with hoardings, scaffolding and mobile cranes, street lights and damaged trees.
As ever, the underlying FixMyStreet platform means that you don’t need to think about who is responsible for your issue. If a problem is reported and it’s nothing to do with TfL, it’ll be automatically routed to the relevant borough or authority.
Glynn Barton, TfL’s Director of Network Management, said: “The TfL Street Care service will give people more information about the work we are doing on London’s road network and at bus stops and reassure Londoners that we really care about getting things fixed.”
It’s one more bit of joined-up thinking for the capital, that will make reporting easier for residents, commuters, and visitors, while also bringing increased efficiency at every stage of the process. We’re delighted to see it up and running.