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£60 000 savings from map based reporting system

  • This is a fine example of shared services. The system makes reporting more efficient, saves taxpayers’ money and makes it easier for people to contact the authorities.

    Cllr Bob Tidy, Lead Member for E Government, East Sussex County Council

East Sussex County Council has launched a service to allow residents to simply, accurately and quickly report faults and other issues.

The challenge

East Sussex County Council wanted to build an online reporting system that would help the public to report faults and issues like broken street lights or abandoned cars without the need to know which department would be responsible for the repair or, indeed, which authority should be contacted.

The system had to be quick and simple to use, accurate and available 24/7.

The solution

East Sussex County Council has developed a map-based system, based upon Ordnance Survey’s OS MasterMap® Topography Layer, to report faults by simply clicking on a map. A drop down menu allows citizens to select from a list of problems, such as abandoned vehicles, beach pollution and fly-tipping, and then the map can be searched using a postcode or street name. The system then automatically forwards issues to the appropriate authority: whether that is the County Council, one of the district or borough councils or the Highways Agency.

The system has been very successful and further uses are being reviewed with other agencies.

The benefits

  • Estimated net savings of £60 000 from moving to Internet reporting from face to face or telephone.
  • System used to report nearly 19 000 issues and faults.
  • Public has the ability to make a report at any time of day or night.
  • ‘One stop shop’ for fault reporting – the citizen does not have to know what department to report the issue to.
  • Better engagement with authority and increased public participation – the public can track progress as the issue is dealt with.

The products used

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