Fix my street?

Replies to This Discussion

Permalink Reply by Liz on May 17, 2009 at 22:43

The problem with FixMyStreet is that it is a oneway street. The problem is sent to the council but there is no mechanism for the council to update the website with their actions and thereby have some accountability.

Some councils are considering making websites where you can track the status of your problem, rather like those parcel trackers, but I would argue that rather take up more time and money, (and have inequality as only some councils will do this) and it would be far better for councils and My Society to work together on FixMyStreet to provide this 'tracker' service with certain features like an automatic 'hassle them' feature if the problem is not resolved and a time limit clearly displayed within which a problem must be fixed.

FixMyStreet was a good start to ensure a parity of service for people to be able to report problems but there must now be a new stage whereby it is not for the resident to provide updates for the problem but the council's responsibility to feedback publicly and within a certain time.

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Permalink Reply by Alan Stanton on May 18, 2009 at 9:04

From its start, I thought that FixMyStreet suffered a basic weakness. It's yet another 'front-end'. Okay, a snazzy, e-enabled front-end. But what happens next? Your request/complaint goes to another 'Front End' - at Haringey Council. They channel it through to the relevant team. (The 'back-office' is the current jargon. Though hopefully, not an 'office; but an intelligent professional who knows what they're doing.)

If the request/complaint is pretty simple and straightforward; and if that bit of the Council (or its contractors) does its job well; the task gets done. In my own experience, examples of good practice are: graffiti removal; fixing streetlights; clearing reported dumping.

But even with straightforward tasks, problems can arise when a particular service is not so hot. (Correcting errors in parking signage has been dire for some time. Although it might be getting its act together.)

But the challenge is where the organisation needs, not just to deal with a routine task, but undertake some learning from the information coming in - about performance, for example, or changing demand. Here the standard seems to vary from excellent/good; to poor/execrable.

Learning can be about simple issues: how do we do the same stuff better, faster, cheaper, more responsively? Or more complex things. How do we prevent this problem? Should we be doing it this way? Or at all?

John, you've made an observation/suggestion which for you seems pretty simple and straightforward. But which actually requires learning and reflection by the professionals.

My advice is don't waste any more time with FixMyStreet. Write a proper email to Niall Bolger, Director of Urban Environment ( Niall.bolger@haringey.gov.uk ) copied to Joan Hancox , Head of Sustainable Transport ( Joan.Hancox@haringey.gov.uk ). Explain the problem, the reasons for your request, and if possible send a couple of photos.

And let Hol know how you get on. Transparency, transparency, transparency.

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Permalink Reply by John McMullan on May 22, 2009 at 18:06

Tony Kennedy called my today and explained that someone would look into fixing all the signs next week. He must think I am a nutter or something but when you stop a truck and speak to the driver you really do feel stupid when they point out that there is no sign.

Anyway, I'll check the top of Hampden Rd at the end of next week.

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Permalink Reply by Alan Stanton on May 22, 2009 at 20:03

John, why feel any embarrassment? Being a local resident doesn't make you automatically right about something. But you've made a perfectly reasonable request with courtesy. That should get you a courteous professional response.

In my experience Tony Kennedy is a helpful hardworking council officer. (Though plainly, as a middle manager he can't do much about systemic problems within his Department.) I'm sure he values the involvement of and suggestions from concerned residents.

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Permalink Reply by Mark Pack on May 22, 2009 at 20:18

I use it quite a lot. As touched on in other comments, it's essentially a one-way front end. That's really useful if you spot something and, for example, you're not sure which area you are in. Less so if it's near to home.

For some councils, I find it better than using the council's own direct contact details; e.g. because of the ability to upload photos, which is handy when reporting graffiti in slightly hard to describe locations (if you look over the edge of the bridge, take your right foot off the ground and twist your body around 30 degrees...).

When I've used it for Haringey, my recent experiences have been pretty hit and miss, though it seems that's been in part due to someone forgetting to scroll down in an email. That's the sort of action which could sink any system :-)

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