COMHAIRLE CONTAE ÁTHA CLIATH THEAS
SOUTH DUBLIN COUNTY COUNCIL

South Dublin County Council Crest

MEETING OF SOUTH DUBLIN COUNTY COUNCIL

Monday, December 09, 2019

QUESTION NO. 15

QUESTION: Councillor G. O'Connell

To ask the Chief Executive for a report on the operation of "FIXMYSTREET", which I believe is an excellent facility with tremendous potential, and to include the (a) average number of hits/complaints on a typical day, (b) the average time it takes (other than the automatic standard reply) to get back to  the customer and (c) if there are any plans to improve the system as people complain that they complain (for example about lights) and they never hear again and the light does not get fixed.

REPLY:

Fix Your Street was established in August 2011 as promised in the programme for Government. Fix Your Street allows users on a countrywide basis to report non-emergency issues such as graffiti, road defects, street lighting, water and drainage and litter/illegal dumping. Fix Your Street is not operated by the Council and we have no oversight or governance of how the operators conduct their business. However, we do moderate all queries received.

  1. The total hits/complaints received in 2019 to date is 20,172 so on average 60 per day. SDCC have received 4000 hits/complaints to date which is an average of 12 per day.
  2. The average time it takes for non-automatic replies for all Councils is 3.2 working days. Of the 4000 queries received by SDCC this year, 3849 have been closed and responded to within the 2 day commitment.
  3. The performance data provided above demonstrates that the system is managed in accordance with its objectives i.e. 96% of queries received by SDCC are responded to and closed within 2 days and nationally within 3.2 days. Assuming people are interacting with the correct fixyourstreet.ie, should they provide an email address when logging a report, they will get an email to say when the report has been updated by the local authority and for every update thereafter.  This may be an acknowledgement by the individual local authority of receipt of the report, or more detailed response – sometimes seeking further information.  Assuming the respective Council interacts with fixyourstreet.ie as they are supposed to, then fixyourstreet.ie is a very efficient way of accepting reports for anywhere in the country.