The community issues system explained

In Wiltshire, we needed an easy way for the people to refer issues to their local area board. These would have to be community-wide issues not personal issues or straightforward service requests, but issues that affect the wider community. So we created a web based tool called the Community Issues System (CIS).

The system allows people to submit any local issue to the area board using a simple online form. The form comes into a community area manager who does a basic triage - weeding out issues that can be fed into the Council's usual customer channels. Those that get through this first level sift are logged. Logging places the issue online and notifies the originator that the area board is 'on the case.'

The next step is to notify the local ward councillor and the local parish council. Often this leads to a local resolution - parish councils and ward councillors can usually identify required actions and follow the matter through without further intervention. However, in many cases local ward councillors may need support from council officers or partner agencies. The community area manager will chase responses from the relevant officers and report them back by updating the online issue. Each time information is added to the issue the originator, local ward member and parish council are all notified. This means progress can be tracked online and everyone is kept up to date.

In some cases a simple solution is not available, or there are differences of opinion about the right course of action. In such cases, 'round tables' are convened bringing together the issue originator, local councillor, parish council, other stakeholders and any professionals involved. The object of this meeting is to identify practical compromises, common ground and areas of consensus. Usually, a way forward will emerge but sometimes not. If not, the Area Board can either close the issue and explain the reason why action is simply not possible; set up a local inquiry or task group or refer the matter for decision by area board. Actually, these latter options are relatively rare.

Over 2000 issues have been referred to the area boards using the system over the last 2 years and around 78 % have been resolved.

It is fair to say that not all ward councillors have welcomed the system. Some feel that it is the members' role to deal with all issues personally - and that is fine, the system can 'hand over' issues to the local councillor. Other councillors have chosen to use the system to help manage their own case work - ensuring that a response is obtained from the right officer. The system is flexible and can be used in a way that best suits each councillor.

The system was developed in-house to meet our own requirements and it works pretty well. It is evolving and being used increasingly as a mainstream reporting system for community requests - for local highway projects, speed watch schemes, road safety measures and payback projects. It will develop further and it may be necessary to redesign it at some stage - maybe a mobile app, maybe further social media integration.

The community issue system is a tool that can work for local councillors - check out some of the current issues online and see for yourself.