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Learning from Better Connected

Learning from Better Connected . Argyll and Bute Council’s Journey from 1 to 4 stars. Lorne MacBrayne – Website Manager. 2 nd largest council area in Scotland 90,000 inhabitants. 45% of people live in ‘remote rural’ areas 17 % live on 25 islands 11 ‘ Servicepoints ’ .

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Learning from Better Connected

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  1. Learning from Better Connected Argyll and Bute Council’s Journey from 1 to 4 stars Lorne MacBrayne – Website Manager

  2. 2nd largest council area in Scotland • 90,000 inhabitants. • 45% of people live in ‘remote rural’ areas • 17% live on 25 islands • 11 ‘Servicepoints’ About Argyll and Bute

  3. Where we were - 2009 • Almost no online transactions • 1 star rating from Socitm • Not customer focused • No web development plan • Information was hard to find • Approx20,000 unique visits per month

  4. Process for change programme • Systems and Business Process Re-engineering • Excellent Web Services • Customer service standards and training • Customer Service Points and customer service centre • Workforce deployment“work is what you do, not a place you go to” Started in 2009 to implement:

  5. The first steps to improvement

  6. Supporting web development • Support from Senior management and elected members • Web steering group (from 2009 – 2012) • Customer service board • Intranet site (The Hub)

  7. Our customer contact design principles • We aim to provide consistent, convenient, efficient customer care Increase the number of channels for access to services and information Use the Customer Service Centre to resolve calls at first point of contact Maximise online and telephone self service opportunities for customers Improve facilities in Servicepoints.

  8. Web development Website vision statement • Put customers first • Listen • top tasks • Increase online transactions “To provide an excellent website to enable the people and businesses of Argyll and Bute to have self-service online access to public services and information in ways that are useful, convenient and easy to use by everyone.”

  9. Redesigning the site - basics • New CMS • Editors and authors • Content authoring • Implement top tasks

  10. Technology • Open source • Drupal • Support from ICT • Webcurl

  11. Web content governance • Hybrid model • Authors and Editors • Supported by • Web Team • Communications Team • Customer service dev team • ICT

  12. Content • Use of language • Plain English • Acronyms • consistency • Currency and accuracy • Support from Communications team

  13. Mobile content • Recent redesign of site • Moved to ‘adaptive’ theme

  14. TOPTASKS(or giving customers what they want!)

  15. Top tasks are managed carefully

  16. What are the current top tasks? April 2012 – April 2013

  17. Google Analytics

  18. Piwik

  19. Socitm Website performance service Top subjects from website performance service (1/1/13 to 9/9/13)

  20. Comment on this page

  21. Important! Thisonlytells us about existingpages and customers

  22. Surveys (Paper and Online)

  23. What are we asked for? Phone calls Face to face Email

  24. TestingtheSite

  25. Accessibility • Shaw Trust • Siteimprove

  26. Quality Control • Page assessment form • Siteimprove • Link checking • Spelling • Email • Code compliance

  27. Usability testing

  28. Mystery shopping • Internal • quarterly • Local volunteers • local charity • External • Annual

  29. And of course..

  30. Where are we now? • Customer focused website • Web development based on real evidence • Drupal CMS • Better Connected 4 stars • Increased use of online services • Accessible site (due to be retested) • Main site mobile

  31. What’s next?

  32. On-going and future developments • More use of geographic data • Fully mobile across all our sites • Social media for customers • Remote testing • Building Standards applications • Schools • Improved online consultations • And of course we will…

  33. Keep asking • Keep reviewing • Keep improving

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