Report a problem
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#3 Report a problem
This is the feature everyone wants to see implemented. Report a problem (fly tipping, abandoned vehicles, graffiti) using a simple and powerful form, have the problem raise a call directly into a CRM system.
We already have a proof of concept working, which allows you to click on the map, fill out a very simple form and then hit the send button. It takes seconds rather than minutes as reporting a problem does over the phone or via a regular form. This is because we have abstracted away the painful part - telling us where the problem is. The click of the mouse gives us the most accurate location possible, the Latitude & Longtitude. We can then use that do do a reverse geoCode (convert the LatLng into a regular address i.e '22 Acacia Avenue').
You'll also note was have integrated streetview into the demo (if a streetview exists for that location, click on one of the major roads for the most likely success). This allows the user to frame the location of the problem in the form, if we get that (it's entirely optional) then we can tell our operatives, not only where the problem is, but the orientation of the problem once they get to the location.
Once the problem has been reported, we create a case on our CRM system (Lagan in our case). The resulting reference number is given back to the user so that they can request updates to the problem.
We also capture the email address and telephone number (both optional), these will be used to keep the citizen informed of the status of their call. Our tests had both working fine (the SMS to landlines works too), but the functionality has been temporarily restricted whilst we get it ready for live use.
http://selfserve.northampton.gov.uk/nbc/report_it.html
We will, of course, abstract the CRM integration so that we can offer the same functionality for those not using Lagan CRM or even any CRM. At it's base level we will set it up to just send an email containing all the details to someone at the council.
We've completed all the technical steps in isolation that we need to achieve this on Lagan. A case is created, an eform attached to the case, the eform populated and then the resulting case reference number passed back the user.
We'll start stitching it all together over the next few days, hopefully have a fully working demo within a week and then if testing proves good we'd be looking at going live in a couple of weeks.