URs Closed and Solved %
When gathering data it is always important to look at the information to see if there is anything that can be learned, improved or validated. With the NY Statewide URs project I reflect on the percentage of Solved URs. In the end these URs represent the customer service that we, the Waze Map Editors, are giving to the end user. The higher the solve rate, the better customer service we deliver and a better end user experience. In the end the goal should be to Solve a UR and not close it.
Looking back at the data, we now have about 3 months worth of weekly information. We can see the solved % has ranged from 64% to 22%. While there are numerous factors that contribute to these percentages a target goal should be established. 30% is probably is the low end of where we should aim for and higher is only better.
Factors that improve UR solving rate
-Quick response to new URs while the issue is fresh in the drivers mind
-Customize your responses based off information seen in the UR, reference the comments if they wrote one, indicate where the report was, identify differences in the “waze provided route” and the actual “User Drive”
-Make sure you have done a quick Waze Street View search
-Do a google search for the road name and town to see if anything comes up
-Give enough time for a response, current practice in NY is 7 day follow up with then another 7 days for closing.
Closing a UR as not identified
-Give an email that allows follow up if they still have an issue (Waze NY Email) if you dont have your own (Many people wrongly try to respond to the email alert they get)
-If there is a cluster and you can not figure things out consider leaving the URs for a little longer to see if another UR comes along to provide more information so you can solve them all or leave a map comment to track
-Fix another issue in the area. While you may not have solved this issue, make sure we are always improving the map. I am taking the pledge that for each NI UR I close I will make at least one improvement in the area (Fix a place, update HN, add missing speed limits, etc). This will help future proof the area.
I recognize that the solve rate is not the whole story, and especially with the fact that 94% of New York State URs are clustered in NYC and LI, which represents more URs than all of New England and the rest of the Northeast COMBINED (NYC & LI:8092 URs, NER:986, Rest of NOR:2631 at the time of this post). There is still so much to be done in ALL parts of the state: speed limits, base map, PURs, PLA, MP, the list goes on. (Footnote #1)
(Some fun info Oldest UR Aug 18, 2013 in the Ocean, Next Oldest UR Oct 11, 2014)
There are some real performance issues with editing in the highly concentrated areas and being able to load all the URs and scripts processing the data. There is also some OLD URs there, which mean the older they are the less likely we will solve (But we should still try to solve). The Editor:UR ratio is substantially different here too in NY and Long Island.
Feel free to look at the old NYS UR-MP data from when ShadowMasterCM ran these scans (some variation here with the temporary fun of Speed Limit URs). We have done great work to improve things from having over 23,000 URs in NY back in December 2015.
And at the end of the day if we dont solve the issue we will be facing another UR down the line. Join the pledge to #FixTheMap as you clean up those NI URs. You all do such a great job with the work you do day in and day out, so Thank You. Keep it up and we continue to make significant strides in our UR numbers with our quality work.
Footnote #1
Stats scan from 2/9/18
Top New York State UR Solver:[color=#80BF80] russblau[/color]
Total Open URs: 10172