Agenda item

The Chair welcomed County Councillor Rupert Swarbrick, Cabinet Member for Highways and Transport, Ridwan Musa, Head of Highways Operations and Design, Sarah Scott, Highways Operational Support and Liaison Manager and Ned Dave, Senior ICT Architect to the meeting.

A report was provided on changes implemented to the Love Clean Streets app since December 2023. It was highlighted to the committee that the most reported category remained potholes with a similar number of reports as the previous year (around 14,000). It was noted that the Customer Access call centre had received 40,000 calls between January and December 2024 and 12,900 of these were subsequently logged with the Highways Asset Management System. Furthermore, it was noted that a plan was in place to address faults within the app.

In response to questions from the committee, the following information was clarified:

·  The committee raised concern that the 'description' box when reporting a fault was mandatory, and that users couldn't progress their report to the council without completing it. It was felt certain defects did not require a description to be included when using the app and it was suggested that the mandatory requirement be turned off on a trial basis. It was confirmed that this field currently was mandatory however this could be removed.

·  It was felt the mapping for gullies and grids was incomplete following recent attempts to report defects with such assets.

·  In regard to inputting fault reports into the app, it was queried if duplicate reports were given individual references. It was clarified to the committee that when a report was received, if it met the initial criteria for review, back office staff completed an assessment so an officer could determine the response time. It was highlighted to members that this did not mean a higher reported fault would be repaired quicker. Every report had to go through the triage system.

·  The committee expressed their support for the rebranding of the Love Clean Streets App, specifically for the app to be more Lancashire focussed.

·  One member reported that people had been instructed by the Customer Access Centre to use the app. It was explained to the committee that whilst the most efficient way to report a fault was via the app, the Customer Access call centre was staffed, and reports could be submitted over the phone. It was acknowledged that the call centre automated message encouraged people to use the app. However, members were advised that if someone preferred to make a call rather than use the app to stay on the call until they reach a person.

·  The committee queried if when submitting a report in an area with no phone signal, whether the report would send once the phone received a signal. It was explained to the committee that the supplier of the Love Clean Streets App could provide this information and that officers would look to explore this issue with the supplier to determine if this needed further development.

·  On working with parish councils to report defects via the app, one member reported that a number of grit bins did not appear on the map. It was highlighted that if grit bins did not appear on the app, it was more than likely because they did not belong to the county council.

·  In regard to anonymous reporting, it was explained that this feature had been requested by members and residents from feedback received who simply wanted to carry out their civic duty and report issues rather than having to setup an account and register their details. It was highlighted that whilst this intended development would streamline the process of reporting for the public, if the fault was progressed, no updates or feedback would be provided to the reporter. It was acknowledged that this would need to be made clear to anonymous reporters using the app.

·  Members were informed that the digital services' improvement timescales for the Love Clean Streets App included the message reporting errors being resolved in the first three months of 2025, then moving to the app's rebrand in June 2025. Further information on the timescales for each of the developments listed in the report would be circulated to the committee in due course.

·  Regarding footway defect reporting, it was confirmed that figures on this would be circulated to the committee at a later date.

·  It was confirmed that the procurement phase for the Highways Asset Management System (HAMS) had ended and would move to implementation around 1April 2025. The current HAMS system would be retired in March 2026 when the contract expired. It was confirmed that integration with the app was listed as a mandatory requirement.

·  Members reiterated the need to resolve reports being closed before the work had been completed and for the update messages to provide more detail.

Resolved: That;

(i)  The Environment, Economic Growth and Transport Scrutiny Committee supports the potential rebrand of the Love Clean Streets App to be more Lancashire focussed.

(ii)  That the Cabinet Member for Highways and Transport gives consideration to:

a.  Removing the mandatory description in the Love Clean Streets App for a trial period.

b.  Reviewing out of signal reporting incidents.

c.  Updating the Asset maps on the App to reflect what is stored at the County Council with particular reference to grit bins and gullies.