Generic reporting applications
We use the term “generic” to indicate that these are unofficial – in the sense that no organisation is responsible for monitoring or addressing the reported problems. In other words people are free to report problems, but (probably) nothing will happen.
If an agency does not have its own reporting application (see below) it’s a good idea to monitor generic reporting applications to see what’s being reported. Agencies can just “follow” issues related to their services and facilities.
People can also encourage agencies to develop their own reporting applications by using the generic applications to demonstrate how effective these tools can be in solving problems.
Customised reporting applications
Customised reporting applications are applications developed for specific organisations (e.g., local governments, agencies, advocacy groups). When organisations introduce a reporting application they are implicitly taking on the commitment of doing something with the reported information.
Many organisations are afraid of being overwhelmed by complaints, but reporting applications include sophisticated back office systems that can actually reduce existing administrative burdens and improve relationships with customers. There are two approaches for creating a customised reporting application:
- Modify generic reporting application – to meet the specific agency needs and branding. A big benefit is that these applications already include many features (e.g., mobile reporting) and back office functions.
- Develop your own reporting application – providing the opportunity for more customisation, but is more expensive to develop and maintain.
Reporting Application Features
Almost all reporting applications allow users to mark the problem location on a map. This is very helpful because it’s easier for users and it reduces the amount of confusion for agencies looking for the problem location.
Most mobile reporting apps use the GPS function in mobile devices to indicate exactly where the problem is located, users generally just need to tap a button to insert the geographic coordinates automatically.
GPS Tracking-based reporting
The GPS function is also used by many apps to track users as they move through space. In most cases this data is sent to the app owner and used for data analysis (e.g., helping identify where people are riding bikes in the city).
Some of these GPS tracking apps allow users to review their self-generated maps and highlight problems and places on the map later. In other words, they provide a reporting function as well as a data collection function.
Sensors included in many mobile devices can be used to identify and report problems automatically. An excellent example is Street Bump produced by the Mayor’s Office of New Urban Mechanics in Boston. Street Bump uses the mobile phone’s accelerometer to identify potholes (when you drive over one) and sends the details to Boston’s public works department.
Blog Posts: Reporting
The Boston area public transport operator MBTA held a competition during the summer to select an “endorsed” user application. The agency decided that having a single, full service app can provide a tremendous improvement in customer experience. The MBTA evaluated four apps: Transit App, Moovit, Swiftly and Moovel. In September 2016 the MBTA chose Transit App […]
The City of Oslo Norway has developed a fantastic app that blends gamification with reporting. The app, called Traffic Agent, is designed to enable children to identify and report transport problems they encounter while travelling to school. It’s such a great example I’ve added it to the Crowdsourced Streets page in two places: reporting and […]
The website GovInsider compares four government “complaining apps” designed to provide information to city governments on problems … what we call “reporting” on this website. I like the term reporting better … probably because one government agency staffer once asked me, “Why would we pay you to develop an app so people could complain about our […]
SeeClickFix a leader in developing applications and software allowing residents to report issues (crowdsourcing) to governments and agencies just celebrated it’s 2,000,000-th reported issue. Ben Berkowitz, the founder of SeeClickFix, just posted a short history of SeeClickFix and announced a new feature they are developing (expected 2016) that will allow the people reporting issues to […]