SocietyWorks

FixMyStreet Pro

Building on over 17 years of experience, FixMyStreet Pro is a user-centred, map-based and configurable fault reporting tool for street, highway and environment issues, integrated directly into any business systems to create an end-to-end reporting process that’s as smooth and efficient as possible for the report-maker, and for your staff.

Features

• Online street, highways, environment reporting for potholes and street repairs
• API integration with all major asset, in-cab and CRM systems
• Automated response templates keep users updated and unnecessary contact down
• Case management tools for customer services, inspection and maintenance teams
• Simple, automated and intuitive geo-location finder to make accurately-placed reports
• Display assets like streetlights, gullies and trees on the map
• Display scheduled works on the map and prevent duplicate reports
• Extra text and photo features to drive down unnecessary reporting
• Automatically triage reports internally or to parishes, and external bodies
• Extract report data and track trends via dashboard and heatmap

Benefits

• Drive down the costs associated with digital reporting processes
• Improve transparency, customer satisfaction and council reputation
• Manage expectations, avoid follow-ups and close the feedback loop
• Facilitates legacy software removal, helps you to go paper-free
• User-centred, co-designed approach, enabling you to grow with the service
• Avoid rekeying; reports automatically enter workflow through integration
• Secure, cloud-based hosting with fully compliant data protection and privacy
• An outcomes based approach to product development
• Creates a joined-up network of local authorities and other bodies
• Free up time to focus on residents requiring more support

£15,000 to £68,000 an instance a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@societyworks.org. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

750036126019114

Contact

Amelia Nicholas
020 3287 9859
enquiries@societyworks.org

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within normal working hours our official response rate is 3 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We offer 3 support levels as defined in our SLA.; ; Critical: requests for errors resulting in the non-availability of the service, e.g. the URL returns an HTTP error code 500. Resolution within 24 hours.; ; Degraded: errors resulting in the non-availability of a subset of the service while the wider service continues to operate. Resolution within 72 hours.; ; Non-Critical: minor bugs that do not substantially affect the service, or minor feature/ content adjustment requests. To be agreed on assessment.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once you’re signed up, we’ll contact you to arrange a project kick off call where you’ll be introduced to your dedicated project team. During this meeting we'll run through a project overview and what is to be delivered, discuss how we will work together, and outline what we will need from you to get things started.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the termination of the agreement the customer may choose to issue a transfer request which grants the customer sufficient data and rights to operate the service themselves or with a third party. This will be provided in the most appropriate format for ongoing usage.
• End-of-contract process: Either party can terminate service by giving notice to the other that service will cease at the end of the day before an anniversary of the agreement start date. Any notice must be given no less than six (6) weeks before an anniversary of the agreement start date.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: FixMyStreet is a progressive web app. It is fully responsive, thus apart from layout there are no differences in functionality.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: A full description of what users can do with the API can be found at https://www.fixmystreet.com/open311
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can customise the look and feel of our service to meet their brand guidelines and can also customise the workflow and the reporting categories through the admin interface.

Scaling

• Independence of resources: The service runs on virtualised servers across multiple locations for resilience and redundancy. The core FixMyStreet Pro application is horizontally scaled across multiple application server instances. Incoming traffic passes through front-end systems that provide security, availability, caching and load-balancing.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics provided include (but are not limited to):; ; Unique users; New users; Returning users; Number of reports; Number of closed/open reports in a time period; Average time to report closed; Number of reports by category; Number of reports by location; Numbers of reports by category by ward; Reporting types; Real-time dashboards
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: FixMyStreet Pro provides a data export option that allows users to export CSV without intervention from us. If users require additional formats this can be facilitated.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Our service levels etc are available under the 'Service Level Agreement' heading of the Terms & Conditions document attached.
• Approach to resilience: Our systems are distributed between multiple data centres for redundancy. Back-end database systems have streaming replication to hot standby instances and back-end file storage is similarly redundant. Systems are monitored for availability, performance and capacity from a remote location 24/7/365.
• Outage reporting: Service outages are reported via email. The status of FixMyStreet Pro and any third party integrations can be monitored live by looking here: https://status.societyworks.org/

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Username and passwords with two-factor authentication.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: All of our data centre operators have ISO27001 certification.

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Information is key to SocietyWorks' and mySociety's continuing business. The management of it is the responsibility of all users of the systems which SocietyWorks and mySociety provide. All information must only be used for its intended and stated purpose. Information must be protected from its creation, during its useful life, and through its authorised disposal. All information should be maintained in a secure and reliable manner.; ; Compliance with applicable legislation is paramount, and all information must be processed, maintained and disposed of in accordance with the laws relevant to the jurisdiction.
• Information security policies and processes: We maintain a Security Management Plan that covers our approach to security. This can be provided on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We operate automated configuration management of our systems using Puppet. This ensures that all our systems are kept in a consistent state. The configuration is kept in version control.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: For core system software we run daily checks for security updates and these are usually applied within 1 business day. We have procedures in place for managing emergency patching for remotely exploitable zero-day vulnerabilities should they be discovered in any system components. Where appropriate automated monitoring of codebase dependencies is enabled.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We check daily for security patches/updates and apply these.; ; We have real-time monitoring that detects common attacks and automatically blocks suspicious activity.; ; We monitor our SSL certificates and have a fully automated system for renewals.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents categorised related to availability, security or data protection with a severity of 1 (service outage) to 4 (non-service affecting).; Monitoring provides automatic notifications of security or availability issues. P1, P2 and a subset of P3 problems generate alerts 24/7. Other categories generate alerts during business hours.; Security or Data Breach incidents may be reported by third parties, or found by staff during normal operations.; We record logs for major incidents then raise issue tickets once root cause is established or to implement changes. Users can report issues via support channels and view service status here: https://status.societyworks.org/

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity

  Fighting climate change

  SocietyWorks is a wholly owned subsidiary of the charity mySociety, together they form a unique not for profit group providing public benefit through the development of digital civic services. ; ; SocietyWorks' profits are donated to mySociety as unrestricted funds supporting technology, research and data that is used openly and for free to empower citizens to engage more actively within society. ; ; By supporting our commercial work in SocietyWorks, councils are able to support mySociety’s programme of work accelerating the local response in the UK to the climate emergency. ; ; mySociety created the digital platform to support the UK's national Climate Assembly, and more recently has been working with Climate Emergency UK to build the Climate Action Plans Explorer and Climate Action Plan Scorecards, both of which help citizens and councils to more easily access and understand the response in their local area to the climate crisis, and compare what other councils with a similar responsibility are doing. ; ; mySociety also built the Local Intelligence Hub in partnership with The Climate Coalition, which helps people find and interrogate data about local MPs, constituencies, public opinion and the climate and nature movement.; ; As a not-for-profit group, mySociety and SocietyWorks strive to be socially responsible and climate conscious. We are, and always have been a fully remote organisation, able to work in agile methodologies to deliver projects entirely online. We operate an Environment Policy which helps us to minimise our environmental impact.

  Equal opportunity

  SocietyWorks is a wholly owned subsidiary of the charity mySociety, together they form a unique not for profit group providing public benefit through the development of digital civic services. ; ; SocietyWorks' profits are donated to mySociety as unrestricted funds supporting technology, research and data that is used openly and for free to empower citizens to engage more actively within society. By supporting our commercial work in SocietyWorks, councils are supporting mySociety’s transparency, democracy and community projects such as its Open Source FOI platform which enables citizens to operate FOI sites in countries around the world. ; ; Freedom of Information is a citizen’s right, and a tool by which we can monitor what publicly-funded bodies are doing on our behalf. mySociety’s FOI tools are designed to clarify and simplify the process. They help anyone—experienced or not—to make a request, quickly and simply.; ; There are over 1 million public requests for information on WhatDoTheyKnow (launched in 2008), normalising the act of asking public bodies for information, and in the process, creating a massive online archive of data that is free to all;; People have sent more than 3.25 million messages to their elected representatives through WriteToThem (launched in 2005), without needing to know who they are or how to contact them;; More than 4.4 million neighbourhood issues have been reported by citizens to their local authorities through FixMyStreet (launched in 2007), without needing to have any prior knowledge of council boundaries or responsibility.; ; As well as building our own services, we often partner with other organisations to help them use technology to support communities with easier access to the data they need to take positive civic action.

Pricing

• Price: £15,000 to £68,000 an instance a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@societyworks.org. Tell them what format you need. It will help if you say what assistive technology you use.