Weeknotes are a way for us to keep people informed about progress on the project.
- It’s currently difficult for Hackney residents and visitors to the borough to report issues such as broken street lights, potholes, noise nuisance or fly tipping
- To do so often requires knowledge of the inner workings of the council
- Our current citizen reporting systems don’t integrate well to our back-end casework systems
- Very few of the reporting mechanisms offer any explanation of the process or next steps tracking
- To enable Hackney residents and visitors to be able to use a single high quality digital service to report a variety of issues that the Council is responsible for solving
- For our call centre staff to be able to use the system to record issues raised by citizens via phone calls
- For these issues to be routed to the appropriate part of the Council
- For a citizen reporter to be able to track the status of issues
- For a citizen reporter to be automatically notified by changes of status
- Through user research to demonstrate that citizens and staff are comfortable using the service
- For the service to be integrated to back-end digital services
- Being able to report on our overall and service area specific metrics
Things are definitely starting to fall into place. We have our first weekly project status call on Monday and there’s going to be lots to discuss.
We’ll be discussing the initial statement of work. We’re not fully planned out with what we want from FixMyStreet in Hackney so it’ll be interesting to see how we can firm up the initial pieces of work while leaving some flexibility for later in the year.
Discuss the initial integration work that’s already taking place. This is between FixMyStreet and our first back-end system Alloy.
We’ll be talking about planning in some service design workshops. We’re thinking about having different “start pages” for each of the reporting categories so that google can handle the issue of people using different words to mean the same thing. We’re also very keen to start designing how we’re going to collect information related to noise nuisance. We also need to have a discussion about if / how we’re going to support anonymous reporting.
We still need to come up with an overall service name. FixMyStreet doesn’t really work for us as many of the issues won’t be street-based. If you have any ideas let us know in the comments below.
Outside of the catch-up call there’s lots of other things going on.
We’ve been contacted by some senior staff in the Council. They have pointed us to particularly keen Hackney residents who may be interested in participating in user research for the project. It’ll be great to work closely with people who will be actively using the service.
We’re lining up the first conversation with our Contact Centre leads. We’re doing this to understand how we can train council front-line staff in how to use the service to report issues residents are phoning in about.
You need to make time. It should go without saying but with lots of projects in critical stages in HackIT it’s sometimes possible that projects that are going well get given less time! Something to be careful of.
We need to plan further ahead. We need to plan in at least a couple of service design workshop and may now have left it to late to hit the dates we’d originally planned. Always remember to get meeting planning done first!
Thanks to everyone who worked on the project this week – David D., David E., Louise W., Louise H, Matthew, Martin, Struan, Susan, Sandrine, Rasit and Wayne.
In the next week we will do the following.
- Organise the PO for FixMyStreet
- Have our first weekly catch-up
- Book the two service design meetings
The following people will be working on the project: David D., David E., Louise W., Louise H, Martin, Matthew, Wayne, Rasit, Struan and representatives from Hackney’s Highways team.