mySociety

FixMyStreet Pro

Issue reporting for councils, based on the popular service, FixMyStreet.com.
FixMyStreet’s user-centric design provides a free, easy, intuitive way to report issues. That same focus on usability has also been applied to the management interface for council staff, providing a simple experience that works with your existing systems.

Features

  • Online highways, environment and waste reporting for your authority
  • Case management for customer services, inspection and maintenance teams
  • Proven integration with all major asset, works and CRM services
  • Responsive design for desktop, tablet and mobile browsers
  • Companion mobile application for Android and iOS
  • Uses the branding from your existing website and services
  • Automatically route problems to the correct team or contractor
  • Inspection, planning, markup and instruction service works offline on mobile
  • Track service levels, highlight bottlenecks and monitor contracts
  • Get the information you need with category-specific report content

Benefits

  • User-centred, co-designed approach to non-emergency issue reporting
  • Streamline your workflow with our complete case-management service
  • No need for rekeying, reports automatically enter your workflow
  • Two way information flow: show residents upcoming maintenance works
  • Maintain control, track service levels and manage contracts
  • Open and transparent approach reduces incidents of duplicate reporting
  • Helps councils achieve lower operating costs through channel shift
  • Open standards compliant for complete customer flexibility
  • Integrates with all of your existing processes and applications
  • Expand your reach to 1 million existing users on fixmystreet.com

Pricing

£7500 to £35000 per instance per year

Service documents

G-Cloud 10

834603962570734

mySociety

David Eaton

07535 166280

enquiries@mysociety.org

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints No.
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times MySociety provides second line support to the client directly to address technical faults and staff support.
Staff are trained to provide first line support to residents. Support requests will be sorted into two Severity Levels:
Critical: requests for errors resulting in non-availability of the service, e.g. the URL returns an HTTP error code 500.
Non-Critical: minor bugs that do not substantially affect the service, or minor feature/ content adjustment requests.
All requests will be acknowledged within four hours with critical issues resolved within three days and non-critical within five days.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 A
Phone support No
Web chat support No
Onsite support Yes, at extra cost
Support levels Critical: requests for errors resulting in non-availability of the service, e.g. the URL returns an HTTP error code 500. Resolution within three days.

Non-Critical: minor bugs that do not substantially affect the service, or minor feature/ content adjustment requests. Resolution within five days.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Once you’re all signed up, we’ll contact you to make sure we have full understanding of your needs in the following areas:

Templates and/or style guides so that FixMyStreet can adhere to your website’s existing look and fee, the reporting form categories and fields that will best fit into your structures Your prefered notification methods, contact email addresses for report recipients, example address and postcodes for testing the service prior to launch and any specific content that needs to be added to the FAQs for your installation.

Once we have all this in hand,your service should be up and running in no more than two weeks.
Service documentation Yes
Documentation formats HTML
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 Any agreement shall commence on a pre-agreed delivery date and continue for a period of one year and thereafter on an annual basis unless terminated by notice given.
Either party can terminate service by giving notice to the other that service will cease at the end of the day before the anniversary of delivery date. Any notice must be given no less than six (6) weeks before the anniversary of the delivery date.
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.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The service is fully responsive thus apart from layout there are no differences in functionality.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing While we have not undertaken testing with users of assistive technology we do use automated accessibility tools from http://pa11y.org/ in our development process and follow the GDS guidance on accessibility closely.
API Yes
What users can and can't do using the API https://www.fixmystreet.com/open311
API documentation Yes
API documentation formats HTML
API sandbox or test environment No
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

Scaling
Independence of resources Monitoring is in place to ensure that if there is any abnormal load or behaviour on any account a range of measure can be implemented to ensure service levels. These include but are not limited to the ability to rate limit, block or ban traffic sources.

Analytics

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

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK 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 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-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

Availability and resilience
Guaranteed availability Our service levels etc are available in 'Schedule 2 - Service Agreement' of the Terms & Conditions document attached.
Approach to resilience We use Bytemark's national network which is built with resilience in mind. Through careful design and planning, they’ve created a network that is intended to handle much more traffic than we are ever likely to see in normal conditions.

The core and data centre networks benefit from 10Gbps of connectivity and are designed to transparently tolerate the failure of any link or piece of equipment.

More detail is available upon request.
Outage reporting Services outages are reported via email and major issues are covered on the platform blog.

Identity and authentication

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

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Information is key to mySociety's continuing business. The management of it is the responsibility of all users of the systems which 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 Password Security
Minimum password complexity ensures that brute-forcing is sufficiently difficult that it is mitigated by other practices
System Patching
All mySociety servers and the packages on them are regularly and routinely patched to minimise the potential for vulnerabilities
Access Control Model
mySociety maintains a least-permissive access control model to reduce potential cross-contamination of access in the event of a security compromise. Where appropriate, processes are jailed
Off-Site Backups
mySociety employs both on-line, near-line and off-site backup solutions. All data is encrypted using GnuPG? (key) encryption, and data verification can take place before restoration to ensure there has been no data tampering
Secure access to servers
Privileged credentials are only transmitted to mySociety servers via encrypted protocols (HTTPS or SSH). Credentials are only exchanged in person or out-of-band with manual integrity checking
Physical Security
mySociety servers are hosted by Bytemark within two data centres in Manchester. The data centres employs CCTV, 24 hour security and biometric sensors, and their operator is certified to ISO27001:2005.
Host Based Firewalling
Every mySociety server runs a host based firewall to restrict inbound and outbound access of traffic

Operational security

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.

Configuration and code changes are subject to peer-review via pull requests and reviews against our git repositories.
Vulnerability management type Supplier-defined controls
Vulnerability management approach For core system software we run daily checks for security updates and apply them.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We check daily for security patches/updates and apply these.

We also monitor our SSL certificates and have a partly automated system for renewals (aim is for full automation in due course).
Incident management type Supplier-defined controls
Incident management approach We record logs for major incidents to capture actions and details and then raise appropriate issue tickets once root cause is established or to implement changes based on lessons-learned.

Users can report issues via email support or raising tickets and we provide incident reports via our blog.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £7500 to £35000 per instance per year
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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