East Herts District Council

FixMyStreet Pro plays beautifully with Yotta’s Mayrise system, extending the power of both services.

Mayrise transformed East Herts’ asset management: now FixMyStreet Pro is ensuring that the benefits extend far beyond the back office.

We talk a lot about FixMyStreet Pro’s ability to integrate with a huge variety of council systems, but what does that mean in practical terms?

When East Herts District Council opted for FixMyStreet Pro in 2016, their existing Mayrise implementation gave us the perfect opportunity to show exactly what integration means — and the benefits it can bring.

The lowdown

E Herts share an IT service model with Stevenage, who have been using FixMyStreet since 2012 — so they knew of the benefits it brings in cost savings and channel shift.

The council entered into a three year contract, with launch in November 2017.

Perfect connection

If integration’s done right, it provides a seamless experience for everyone, from the person making the report, to the council staff processing it.

Let’s have a closer look at the whole report-making cycle, from a resident’s issue to the council’s fulfilment.

It all begins when a citizen spots something amiss in their local community: they submit the details on FixMyStreet.com or on the East Herts council website, and these go into the council’s existing maintenance workflow to be processed.

Thanks to the Open311 protocol, FixMyStreet can place reports directly into the Mayrise system, so there’s no time-consuming retyping of reports required. All required information is slotted into the right place: location, title and description are standard, along with the reporter’s contact details; plus, where a specific category demands it, East Herts can request more in-depth information such as the size of a pothole or its location on the carriageway.

This information flow isn’t just one-way though: when a contractor updates the report’s status in Mayrise, that update is immediately fed back too — so citizens can see the real-time status of a problem both on the council website and on the nationwide FixMyStreet.com site.

As we can see, this integration business is great for residents, and saves a whole lot of time for council staff too.

Closing the circle

It’s important to keep everyone on the same page, so it made sense to ensure that the council’s existing report IDs were also reflected on FixMyStreet. That way, if a resident phones or emails asking for an update on status, they can quote an ID that will also allow the report to be found within Mayrise.

So, as well as the other information we pull from Mayrise, East Herts reports both on FixMystreet and on their own website’s implementation, now display the ID number.

Results

Smooth systems that talk to each other make for happy staff and happy residents, too. This kind of integration really maximises the cost efficiencies that FixMyStreet Pro can bring, from channel shift savings, to time saved by inspectors and contractors when out hunting for the reported issue.

But not all the results are quantifiable by cost. With integration like this, great communication with residents comes naturally, giving them a much more positive impression of their council.

FixMyStreet’s public interface means that citizens can see exactly how much the council is doing to keep their roads and communities safe and clean: it’s ongoing marketing that comes as part of the package.

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