Customer First has again played a leading role in the development of the new Android version of North Ayrshire Council's successful 'Report It' App.
The free App was officially launched on 15 February 2012 as part of the wider Customer First Channel Shift programme across Scotland, which is focused on taking cost and demand out of council systems by making more key services available online.
It comes just months after the launch of the pioneering iPhone 'Report It' App in North Ayrshire and this new Android release will enable thousands more citizens to benefit from the App - the first of its type in Scottish local government.
Recent research shows that over 50% of smartphone users are now on the Android platform, while eight of the top 10 best selling smartphones in 2011 were Androids.
The App – a modern, cheaper alternative to traditional service delivery channels - will help North Ayrshire Council meet customers' expectations in the digital age and engage with a wider cross-section of the local community.
It is hoped the App will also enable the council to provide faster resolutions to customer enquiries - enhancing its overall reputation.
The iPhone 'Report It' App has been downloaded almost 1000 times since its launch in October and the Android version is similar in terms of style and functionality.
It harnesses mobile technology and uses maps, photographs and GPS to enable residents to report the following issues and faults – anywhere, at anytime:
- dog fouling
- fly tipping
- graffiti
- potholes
- road and pavement faults
- street and lighting faults
The App is structured to link directly to the North Ayrshire Council back-office system. Customers are given automated feedback and can track the progress of logged cases through to completion.
Opening up services
Martin Brown, Head of Customer Relationship Management at the Improvement Service, said: "In common with the rest of the UK, Scotland's addiction to smartphones shows no sign of letting up, and the challenge of Scottish local government is in how it responds to these trends.
"Against a tough financial climate across the public sector, opening up council services to smartphone users is a proven way of reducing costs.
"The iPhone version of the 'Report It' App is extremely popular with North Ayrshire residents and the Android release will ensure it continues to make a positive impact."
Councillor David O'Neill, Leader of North Ayrshire Council, said: "North Ayrshire Council is committed to providing excellent customer service and is keen to embrace new technology where possible.
"Research indicates that more and more people are using smartphones and that these are increasingly becoming the preferred method of contact for many customers.
"The iPhone app has proven to be an innovative but simple way for local people to contact the Council.
"We were thrilled with the download figures and the Android version will provide more of our customers with improved choice."
Lagan, a division of Kana Software and global leader in Government to citizen technology, has collaborated with the Improvement Service and North Ayrshire Council on the development of the App.
David Moody, co-founder of Lagan and VP Product Marketing at KANA, said: "We are excited about the latest Lagan Mobile release as it is now multi-device capable, currently certified on iPhone and Android, significantly increasing the potential take-up of North Ayrshire's mobile service.
"Further, the latest Lagan Mobile release uses the Open311 standard, enabling government organisations to allow other 3rd party websites and mobile apps to connect to their systems in the future, further increasing the potential take up of the service."
The new Android version is built using the platform compatible with the vast majority of Android handsets and is now available on the Android Marketplace.
The iPhone version can be downloaded via the App Store, by following this path.
App Store > Utilities > lagan Technologies > North Ayrshire Council Report It
More information
For more information about the app, contact David Friel on 01506 775577.
