Blocking of fillthathole and fixmystreet reports

George Edwards made this Rhyddid Gwybodaeth request to Kingston upon Thames Borough Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn rhannol lwyddiannus.

Dear Kingston upon Thames Borough Council,

The Council has decided to not accept road fault reports from fillthathole.com and fixmystreet. I request background as to the decision process and who made the decision in the council. The council through their Twitter account admits the sites make it easier for the public to report faults but as the lowest ranking London borough you now choose not to listen.

On 6 July 2016 a query was raised if outstanding faults were being fixed to @contact Kingston. What action was taken? Who handled the enquiry? Why was this not answered? Who at board level was this raised with? Why was a decision taken to ignore the question? Please supply the real vent records and answers.

Same to queries on 15 and 19 July. also 9 August?

Yours faithfully,

George Edwards

Thank you for submitting your Freedom of Information request.

 

 

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Disclaimers apply, for full details see :
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Freedom of Information,

Dear Mr Edwards,

 

Freedom Of Information Request

 

Thank you for your e-mail containing a Freedom of Information request.

 

Your request has been processed under the job number CAS-1017246 and a
response will be sent to you within twenty working days as defined by the
Act, we estimate the due date to be 21^st October 2016.

 

If we can be of further assistance to you with this matter please feel
welcome to contact us.

 

Yours sincerely,

 
Freedom of Information Team

Royal Borough of Kingston

[1]http://www.kingston.gov.uk/info/200232/c...

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-------------------------------------------

From: George Edwards[[2]SMTP:[email address]]

Sent: Thursday, September 22, 2016 9:21:56 PM

To: FOI

Subject: Freedom of Information request - Blocking of fillthathole and
fixmystreet reports Auto forwarded by a Rule

 

Dear Kingston upon Thames Borough Council,

 

The Council has decided to not accept road fault reports from
fillthathole.com and fixmystreet. I request background as to the decision
process and who made the decision in the council. The council through
their Twitter account admits the sites make it easier for the public to
report faults but as the lowest ranking London borough you now choose not
to listen.

 

On 6 July 2016 a query was raised if outstanding faults were being fixed
to @contact Kingston. What action was taken? Who handled the enquiry? Why
was this not answered? Who at board level was this raised with? Why was a
decision taken to ignore the question? Please supply the real vent records
and answers.

 

Same to queries on 15 and 19 July.  also 9 August?

 

Yours faithfully,

 

George Edwards

 

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References

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2. file:///tmp/smtp:[email address]
3. mailto:[FOI #360683 email]
4. mailto:[Kingston upon Thames Borough Council request email]
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Monika Singh,

26 Atodiad

Dear Mr Edwards
I refer to your Freedom of Information request dated 23/09/16
There are two components to your query, so I will deal with them each in
turn.
1) You advised that the Council has decided to not accept road fault
reports from [1]fillthathole.org.uk and [2]fixmystreet.com, and you
requested  background as to the decision process and who made the decision
in the council.
I can confirm that no such decision has been taken. 
However , the approach the Council is taking has been to encourage use of
our webforms ( which are 'structured' queries and therefore always have
the right information)  rather than accepting emails ( which are '
unstructured ' queries and may need to be followed up in order to be taken
forward if information provided is insufficient) 
In pursuing this objective, we have inadvertently impacted the
 Fixmystreet/ Fillthathole sites, because those sites simply forward
reports to our generic email mailboxes, and are therefore impacted  by the
auto acknowledgement messages we send. 
This has clearly caused some issues, and both sites had stopped accepting
reports for our borough. Fix my street has since reinstated these  ( as of
June I believe) although Fill that hole have not.  
To resolve the issue we have amended our auto acknowledgements, and will
be liaising with '[3]Fillthathole.org.uk' to reinstate the ability to
report issues via their site. 
I will now move on now to your other query about lack of response to
various tweets
2) On 6 July 2016 a query was raised if outstanding faults were being
fixed to @contact Kingston.

I have added my response next to each of your questions below

What action was taken?  The auto-acknowledgements were examined and re
written, then a request made to our ICT department to amend them
Who handled the enquiry? Tracy Cox, Customer Innovations manager. 
Why was this not answered? I have looked at the conversations on
@ContactKingston, and seen that we provided updates / replies to the
queries on 22 August , 19 July , 15 July and 8 July. These are attached
below

 Who at board level was this raised with? Service issues of this nature
would not necessarily be escalated to Board level, it was raised to myself
as Head of Service during July and August. I am also aware that it has
been brought to the attention of councillors.

Why was a decision taken to ignore the question? Updates were provided
periodically. 

Please supply the real vent records and answers. Same to queries on 15 and
19 July. also 9 August? 
These are attached  immediately below my email signature : 
Kind regards 
Monika Singh
Monika Singh
Head of Customer Experience 
London Borough of Sutton and the Royal Borough of Kingston upon Thames
mobile: 07808 731734
email: [4][email address]
Kingston: [5]www.kingston.gov.uk
Sutton: [6]www.sutton.gov.uk
 
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Disclaimers apply, for full details see : 
(https://www.sutton.gov.uk/info/200436/cu...)

References

Visible links
1. http://fillthathole.com/
2. http://fixmystreet.com/
3. http://fillthathole.org.uk/
4. mailto:[email address]
5. http://www.kingston.gov.uk/
6. http://www.sutton.gov.uk/