Report on public service reports in York

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A report has been published which analyses the  reports made by members of the public using the “Fix My Street” app.  The University of Sterling research report relates issue volumes to “areas of deprivation”.

The York Council decided some 5 years ago to develop its own “app” for public service issue reporting (“Report it”). However the system has never worked properly lacking the flexibility and features available in commercial systems. Only litter and street lighting reports produce an instance reference number and “job completed” notifications.

Despite promises of an early upgrade to meet modern standards none has been forthcoming.

Clearly many residents still opt for “Fix My Street” and other systems to report issues. This means that someone at the Council has to manually re-key the reports into its ageing IT system.

This is the kind of inefficiency that the Council needs to tackle if it is to invest more in actually dealing with issues *on the street”

The Stirling research – not surprisingly – reveals that road and footpath reports are by far the greatest concern of York residents. 

York Council announce plans for easier electronic communications – again!

The York Council has been working on a  new electronic interface for their customers for over two years now.

It was supposed to be ready for testing in January but it never quite happened!

Report it USA

Now a media release says, “the York Councils Executive will be asked to support plans for a new smart and responsive online service which will improve access for residents, visitors and businesses at a meeting on Thursday 11 February.

In the first stage of an exciting project to improve users’ online experience with the council, the new Customer Relationship Management (CRM) system will aim to:

  • Provide online access to more services and information
  • Ensure the council is more efficient and easy to do business with on a 24/7 basis
  • Implement a ‘My Account’ system for residents offering a tailored access to council services
  • Provide access via mobile devices and tablets, increasing accessibility for residents and other customers
  • Allow residents and customers to track the progress of their requests and receive updates.

The report outlines plans for a high quality and responsive online service to ensure the council is always open and available and that services are easy for people to use.

We recommend "Fix My Street" as the best way of reporting issues - at least until the Councils new system has been proved to work. click

We recommend “Fix My Street” as the best way of reporting issues – at least until the Councils new system has been proved. click

It is proposed that, as with the website launch last year, residents are involved throughout the project with opportunities for them to offer their views.

As the CRM system is set up, the priorities are to provide online services first for waste (missed bins, new container), highways (highway defect, street light defect, drainage), public realm (reporting litter, fly tipping and graffiti), revenues and benefits as well as the ability to feedback on council services.

The proposals come after the launch of the council’s new website which included an improved search function, access to the site from a range of devices and a more modern, customer focused interface, which users said were important to them”.

Executive will take place on February 11 at West Offices from 5.30pm and is open to members of the public or is available to watch live online from: www.york.gov.uk/webcasts

To find out more about the report, or to attend, visit: http://democracy.york.gov.uk/ieListDocuments.aspx?CId=733&MId=8846