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 ’ .
Argyll and Bute Council’s Journey from 1 to 4 stars
Lorne MacBrayne – Website Manager
Started in 2009 to implement:
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.
Website vision statement
“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.”
April 2012 – April 2013
Top subjects from website performance service (1/1/13 to 9/9/13)
Thisonlytells us about existingpages and customers
Face to face