A WhatsApp trial at Cambridgeshire County Council to provide better information about road repairs has been a success.
Several months ago I asked County Council officers to try to provide more up to date information about road resurfacing. They’ve now come back to me with the results.
The weather can easily delay road surfacing programmes, which then need to be updated. This wasn’t happening as often as it could, leaving me – and residents – confused.
So a couple of months ago council officers and contractors set up a WhatsApp Group among themselves. The contractors posted information and pictures to the group at the beginning and end of each day. They also reported if they changed sites during the day.
Information Services officers used the information to update the Council website once a day. The Communications team and the Council’s Integrated Highways Management Centre posted the information on the relevant Twitter feeds. Real time closure information was fed through to satnavs via the one.network web platform. And the Council’s Contact Centre used the WhatsApp information to provide up to date information in response to customer enquiries.
The programme of works began on 28 June and ended on 28 July. During this time the Council and contractors used all the methods above to share information. The WhatsApp updates were prompt and successful.
So how did those involved think it went?
Officers managing the works could track the contractor more accurately, ask more informed questions, and respond better to enquiries.
The contractors felt this was a success and are keen to adopt the new system when they carry out works in Cambridgeshire. Their Micro Asphalt team want to use it for their autumn programme which will start in September.
The Integrated Highways Management Centre was happy as it could deal with enquiries much more quickly, though there were some issues with roadworks permits. Staff are also putting out information on Instagram.
Information Services staff were pleased, as they could update the website each day. They could do this more quickly and provide more accurate information. The Contact Centre felt it was particularly helpful for highlighting weather delays, and informing enquirers about these.
From a staff point of view the trial was a huge success, and will improve the information the Council provides about these works. Attempts to use Facebook were less successful due to the algorithms Facebook uses. Officers will therefore post information on Facebook about the works when they begin, and give links for current updates. I’m told all staff feel that their ability to respond to enquiries was greatly improved .
The autumn Micro Asphalt program begins in September, and staff will use this method again. Meanwhile the Council will look to provide links for parishes and councillors so that they can access the information and advise residents how to do so.
The new Joint Administration of Cambridgeshire County Council, and its Highways Chair Cllr Peter McDonald, are keen to improve the use of IT to manage the council’s highways. So I’m pleased this first project has got off to such a positive start.