This task involves reporting an important problem to the council. From the resident’s point of view street lighting failures may cause concerns about personal safety as well as accidents. From the council’s point of view it wastes money. It is particularly useful that outages can be reported from a mobile device as soon as they are noticed.
All shire counties and single-tier councils (206 councils in all).
Just less than half of councils (44%) pass this relatively straightforward task.
Check ‘coverage’ to see if your council has been surveyed. Go to councils page and select your council. Look for link to task report under 2016-17 results
NB Question highlighted in red is an ‘essential question’ that must be answered correctly for the council to meet the standard for this task. Questions highlighted in blue affect star ranking
|Questions to be answered "Yes"|
|• Does a Google search lead me to the task||98%|
|• Can I report a street fault online?||90%|
|• Is there a choice of options to indicate precise location (map, postcode, street, nearby property, lamp post number?)||66%|
|• Can I report without having to register first?||88%|
|• Is my fault report acknowledged?||73%|
|• Am I told what action to expect?||43%|
|• Am I told what to do if the fault is causing an immediate danger?||46%|
|• Does the home page lead me directly to the task?||78%|
|• Does a site search for the task return the correct result listed in the first five results?||63%|
|• Does the service landing page provide a prominent link that takes me directly to this task?||75%|
|• Was the online report form mobile-friendly?||0%|
|• In undertaking this task did you encounter any errors that seriously affected the user experience?||27%|
|• Was this task offered completely on either a mobile site or with a responsive display?||37%|
|• Have you received an email acknowledging receipt of your street light fault notification?||44%|
|• Does the email provide you with a reference number and/or advise you to retain it for your records?||32%|
|• Does the email inform you what will happen next?||13%|
|• Does the email confirm the information you have submitted, either as text in the email or an attachment?||27%|
|• Was an app offered for this task at any point in the journey?||0|
|• Does this site use a third party service?||0%|
|• Would you recommend that other councils look at this implementation as an example of good practice?||13%|
|Out of date information, answered 'No'|
|• Did you come across any out-of-date information about this task?||1%|
|How effectively is this council promoting this as a task?|
|• How effectively is this council promoting this as a task?||2.1|
|Overall, how do you rate the journey plus task completion?|
|• Overall, how do you rate the journey plus task completion?||1.7|
Finding the task
Completing the task
It was all too common for this task to rely on map functions, which were often troublesome on smaller mobile devices. Some failed to work at all, excluding a growing number of users by making it impossible for them to complete the task. The best experiences were quick and simple, with a minimal amount of data entry required and clear instructions presented at the right time to tell the user everything they need to know.
Simple form, worked well on mobile
I was really impressed by this. Very easy to find and to complete, particularly if you did it anonymously
On the form I had to select the street light on a map. Brilliant, was even very mobile friendly, but I couldn’t be sure that the lamp I wanted to report had been selected. But, overall, very good
Simple form, easy to use on mobile. Pity they don’t say what will happen next
Easy to complete a report and offered free text, light number or location on a map. Very swift acknowledgment email
Not told what action will be taken but given a fault report number which can be used on the interactive mapping system to report progress. Immediately sent an acknowledgment email detailing the fault report and saying it has been ‘scheduled for repair’. This report process was done very well. Gave confidence that action would be taken.
The only criticism is that the form is over a number of screens. The wait time for the next screen makes it feel slow.
One of the simplest and most straightforward experiences that I have had so far.
We assessed this task primarily using a Google search.