West Sussex County Council are undertaking work to improve the customer journey to Report a problem with a road or pavement and this commenced with the launch of new online forms in November 2022.
The new forms have enhanced mapping capabilities and are mobile friendly for reporting defects when out and about. WSCC has classified and grouped the types of defect reports previously reported via ‘Love West Sussex’ and created separate landing pages on their website for the following: Flooding, blocked drains and gullies; Road and cycle path faults (including potholes); Pavement and verges; Trees, hedges, weeds and grass and Obstructions on the road, pavement or cycle path.
Reports are automatically loaded into the Highways Case Management System (known as ‘Confirm’) and then assigned to the right team. Customers who historically reported via Love West Sussex are being advised of change in process and redirected to the correct eform for the issue being reported.
WSCC will run the two reporting systems in parallel for a few months through to Spring 2023 to support transition. Then at a date to be confirmed in the New Year, they will cease to subscribe and will end the contract with ‘Love West Sussex’ provided by Blackburn IT Services trading as BBITS.
From that date onwards, Blackburn IT Services will promote their national Environmental Issue reporting product called ‘Love Clean Streets’ thereby enabling members of the public to report Environmental Issues. Reports are then sent directly to the relevant District & Borough Council based on the postcode/location of the issue.