Digital technology is being used more by East Riding Council to improve its pothole reporting system.
The authority say they implemented a user-friendly online platform that allows residents to report potholes more easily and that the following improvements have been made:
- Improved search functionality: Previously, searching for "potholes" on the council's website yielded no meaningful results. The new system has rectified this issue, making it easy for residents to find the relevant information.
- Enhanced communication: The system provides real-time updates to residents about the status of their reports, eliminating the need for them to call the council for information. This has been achieved by equipping engineers with technology that allows them to update pothole statuses on-site, automatically triggering communication to the reporting resident.
- Transparency and accountability: The system publishes information on the average time it takes to fix potholes, providing residents with clear expectations and improving the council's accountability.
- Duplicate report removal: By making existing pothole reports visible, the system has significantly reduced duplicate reporting, freeing up resources and enabling engineers to address potholes more efficiently.
Stephen Collins is the council's Digital Transformation Lead:
This platform is part of a larger digital transformation initiative known as the "Access East Riding programme".
The shift towards online reporting has led to a significant reduction in phone call volume. Prior to the implementation of the new system, approximately 60% of pothole reports were submitted via telephone. This figure has now dropped to 30%. By encouraging residents to utilize the online platform, the council has freed up capacity in its customer service network, enabling them to focus on more complex inquiries.
The council expects that the ongoing implementation of the Access East Riding programme will lead to further savings and improvements in other service areas. While the initial savings from the pothole reporting system are modest, they represent a positive trend and demonstrate the potential for digital technology to transform service delivery and improve efficiency.
The authority says it's commitment to digital transformation is evident in its successful implementation of a user-friendly online pothole reporting system. This has resulted in a significant reduction in phone call volume, improved communication with residents, and increased efficiency in pothole repair.
Darren Stevens is the council's Executive Director of Corporate Resources.
He says the area's leisure centres are benefiting too:
The council's ongoing efforts to digitize its services, they say, will likely lead to further savings and improved customer satisfaction in the future.
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