Features
REST API for allocating problem reports
We believe that the best way to foster innovation through public sector IT is by publishing APIs, providing tools to third party developers to create solutions that are truly customer centric.
Organisations such as Fix My Street , Fill-that-hole and MyLoMo are utilising the Report it API to direct reports to the correct government service provider, cutting down on duplicated reporting and handling. Public sector organisations receiving reports from these organisations through the API only need to integrate with their CRM or back office systems once.
Organisations such as Fix My Street , Fill-that-hole and MyLoMo are utilising the Report it API to direct reports to the correct government service provider, cutting down on duplicated reporting and handling. Public sector organisations receiving reports from these organisations through the API only need to integrate with their CRM or back office systems once.
Intelligent allocation
Customers are often rightly confused who to contact when they wish to report a problem. The Report it API tries to solve this problem through a true multi-agency approach. It provides a sophisticated allocation mechanism that works out who deals with a particular report based on the type of problem, the location of the problem and the time of day the problem occurs. For example, report a pot hole on a red route in London and your report will be sent to
Transport for London
. Report an issue on any other road and it will go to the council. Report a dumped gas cylinder and it will go to the manufacturer.
Capture the right information for the problem
Nothing is more inefficient than staff having to contact customers, visit a site or re-allocate work because essential information about the problem was not recorded.
For example, if a vehicle outside your house seems abandoned but has a valid tax certificate, it cannot be removed. Or when reporting dumped rubbish, if the materials are hazardous the Environment Agency should be involved. Following more than 5 years of consultation and fine-tuning of forms across London authorities and other public sector agencies, the Report It API and forms do not just prompt for free text but capture the right information to enable efficient resolution.
For example, if a vehicle outside your house seems abandoned but has a valid tax certificate, it cannot be removed. Or when reporting dumped rubbish, if the materials are hazardous the Environment Agency should be involved. Following more than 5 years of consultation and fine-tuning of forms across London authorities and other public sector agencies, the Report It API and forms do not just prompt for free text but capture the right information to enable efficient resolution.
Transport for London
Transport for London has embedded ReportIt in its web site since 2010 and has seen very significant savings as street issues are now correctly assigned between itself and the various local authorities in London. The next phase of ReportIt integration will entail integration with its works management systems to ensure resolution status is reported back onto the ReportIt site.