Fix My Street repair delays: 52 days on average

The average wait time for an issue to be resolved was 52 days. This is considerably longer than the answer provided before the PTCS Committee. What we should learn from this is we need to request data to monitor the quality of services. Opinions do not count.

From the Hansard, 24 March 2022, we hear that the average wait time for an issue to be resolved was 52 days. That considerably longer than what we heard in 2021. Back then we heard that TCCS have the goal to repair safety hazards within 10 days and that “we are meeting that quota.” The average wait time is 5 times as long. This is of course possible if they had many faults that are deemed to be NOT “safety hazards”. The data is insufficient to say in detail what is going on.

What we do know, however, that “make safe” such as grinding or cold mix should happen withing 10 days as “we are meeting that quota.”

Hansard 24 March 2022

Of the 46,831 requests receive through Fix My Street in 2021, 32,292 have been fixed- around 69%.

Municipal services—Fix My Street data (Question No 580)

Ms Lawder asked the Minister for Transport and City Services, upon notice, on 11 February 2022:
(1) How many requests were made to Fix My Street in 2021.
(2) How many requests, referred to in part (1), resulted in the issue being fixed.
(3) How many complaints were made about the handling of Fix My Street requests in 2021.
(4) What was the average wait time for issues to be resolved via Fix My Street in 2021.

Mr Steel: The answer to the member’s question is as follows:
(1) Fix My Street directs requests to Access Canberra (for matters related to illegal parking) and Transport Canberra and City Services (TCCS) (for all other matters). TCCS received 46,831 requests in 2021.
(2) 32,292.
(3) This information is not available.
(4) The average wait time for an issue to be resolved was 52.20 days. During this time, officers may have already inspected the area and undertaken immediate repairs if necessary or scheduled future repair work.

The time taken for an issue to be formally resolved via Fix My Street is dependent on several factors including: the need to engage with the correspondent who lodged the request to seek further clarification of the concern, seasonal variation in request volumes, redirection of resources to respond to emergency events including COVID-19 and storm events and more.

Hansard 24 March 2022, ACT Legislative Assembly, 643-645

What we know from 2021

A similar question came up in the Standing Committee On Planning, Transport And City Services, ACT Legislative Assembly, 4 March 2021.

Ms Fraser:
We do not keep a register per se of accidents that relate to cyclist hazards. We rely on reporting through Access Canberra on serious or fatal incidents on the road network, not specifically just for cyclepaths or pathways.

In our asset management system, we can trace where we have had requests come in and we can trace where we have fixed that defect or responded, or where it is up to in a works program or works order. We can certainly trace all that. Did I miss any part of your question?

MS LAWDER:
The part about how long it might take you to fix the defects that may have contributed?

Ms Fraser: We endeavour to fix immediate safety hazards within 10 business days. Ideally, we endeavour to fix them within 48 hours. However, due to competing priorities or the volume of requests, our target is for up to 10 business days. We are meeting that quota. Other repairs that are not immediate—so there is not a make safe such as grinding or cold mix—are packaged up into larger portions of work and delivered based on location, for efficiencies.

Transcript Of Evidence, Standing Committee On Planning, Transport And City Services, ACT Legislative Assembly, 4 March 2021, 87

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