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Enhancing Online Services: Renfrewshire Council's Web Development Journey

This overview details the evolution of Renfrewshire Council's website from its launch in November 2005 to the ongoing improvements made through user feedback and best practices. Recognized as a top Scottish public sector website, it emphasizes a demand-led approach to content management and customer service. The site aims to meet user needs by improving accessibility, usability, and functionality based on continuous feedback. Future plans include enhancing online transactions and user interaction, ensuring the website remains effective and relevant to the community.

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Enhancing Online Services: Renfrewshire Council's Web Development Journey

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  1. Renfrewshire Community Website 9 October 2007

  2. www.renfrewshire.gov.uk

  3. We haven’t got a good webcam……..

  4. …or neat services menus……

  5. ..or a complete set of online services

  6. but we’ve had some good results • launched Nov 2005 • SPIN / Socitm Scottish public sector website of the year 2007 • one of seven Scottish transactional sites • Internet Crystal Mark accredited • good population : user ratio • top quartile Site Morse rating • but all success is transient

  7. Review of the site build 2005-07

  8. Review of the site build 2005-07(2)

  9. Organisational set-up • Communcations and New Media team determine editorial content /site structure • Web Development Team determine technical aspects of the site • departmental authors and approvers provide content • CNM team corporately approve content and monitor the development plans • CNM team do marketing and promotion work with departments • two working groups for project management and technical changes

  10. 2005 - site build principles • navigation: copy Socitm best practice • use of LAWS categories for sorting content • capable of ‘AA’ accessibility rating • Plain English accredited • Community ‘portal’ theme • ‘demand led’ approach

  11. Site at launch 31/10/05

  12. 2006 - Socitm audit outcomes • rushed site launch in evidence in places • short on transactions • design aspects commended • a ‘compelling user experience’

  13. Development plan • used ‘Better Connected - Aiming High’ as a template for our web development plan • based on a comprehensive annual site audit • added input from the Plain English Campaign and Audit Scotland • target was to complete as many ‘Ensure that..’ items • ‘consider’ items where possible

  14. Development plan (2) • target date was the November audit - a 10 month development plan • most work was in the 3 month Aug - Oct period • NonStopGov commissioned to provide the transactions • we assessed our plan progress at 70% at the Socitm review start • incomplete items carried forward into the current plan

  15. a ‘demand led’ approach • customer service strategy : continuous improvement needs continuous feedback • supply what people tell you they want, not what you think they need

  16. Some improvements to make … ‘we know we can do better because our website users tell us how to improve the site through a constant stream of feedback. This is processed into new web development work’ ‘this is part of a demand- led approach that underpins a lot of what we do’

  17. Feedback mechanisms • Neilsen NetRatings • WebTrends • Eforms - complaints • Specialised audits - Socitm, Plain English and Audit Scotland • usability and accessibility reviews • public services panel • selective marketing – best impact • recruitment - case study

  18. Nielsen NetRatings

  19. Nielsen NetRatings- feedback

  20. eforms

  21. Feedback – usability

  22. Feedback -accessibility • WAI Checkpoints Failed/Nearly Passed • Priority 1 Checkpoints • Failed : 6.3 • Nearly Passed : 2.1, 12.1 • Priority 2 Checkpoints • Failed : 2.2, 3.2, 3.6, 7.5, 10.1, 11.1, 11.2, 13.2, 13.4, 12.4, 6.4, 9.2 • Nearly Passed : 3.1, 3.3, 3.4, 3.5, 13.1

  23. Removing clutter

  24. Removing clutter (2)

  25. The new plan • Socitm ‘Better Marketed’ website marketing report • annual programme of news and features • more functionality • more interaction – SurveyMonkey • Citizen’s Account - new self service transactions?

  26. The new plan - growing pains • resource lag • responding to customer demand quickly • intranet development • ‘done the web’

  27. Technical information • IBM WCM content management system • Realise plc design • Nonstop Gov eforms • LocalView mapping • Socitm site audit • User Vision usability and accessibility audits • Lotus Notes databases • Plantech planning applications • Anite, Swift, …

  28. Thank you Q & A? • Nigel Goldsmith • Communications and Mew Media Manager • Renfrewshire Council • HQ North Building • Cotton Street • Paisley • PA1 1 BU • 0141 840 3620 • nigel.goldsmith@renfrewshire.gov.uk

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