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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

Learning from Better Connected

Argyll and Bute Council’s Journey from 1 to 4 stars

Lorne MacBrayne – Website Manager


About argyll and bute

  • 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


Where we were 2009

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


Process for change programme

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:


The first steps to improvement

The first steps to improvement


Supporting web development

Supporting web development

  • Support from Senior management and elected members

  • Web steering group (from 2009 – 2012)

  • Customer service board

  • Intranet site (The Hub)


Our customer contact design p rinciples

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.


Web development

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.”


Redesigning the site basics

Redesigning the site - basics

  • New CMS

  • Editors and authors

  • Content authoring

  • Implement top tasks


Technology

Technology

  • Open source

  • Drupal

  • Support from ICT

  • Webcurl


Web content governance

Web content governance

  • Hybrid model

  • Authors and Editors

  • Supported by

    • Web Team

    • Communications Team

    • Customer service dev team

    • ICT


Content

Content

  • Use of language

    • Plain English

    • Acronyms

    • consistency

  • Currency and accuracy

  • Support from Communications team


Mobile content

Mobile content

  • Recent redesign of site

  • Moved to ‘adaptive’ theme


Top tasks or giving customers what they want

TOPTASKS(or giving customers what they want!)


Top tasks are managed carefully

Top tasks are managed carefully


What are the current top tasks

What are the current top tasks?

April 2012 – April 2013


Google analytics

Google Analytics


Piwik

Piwik


Socitm website performance service

Socitm Website performance service

Top subjects from website performance service (1/1/13 to 9/9/13)


Comment on this page

Comment on this page


Learning from better connected

Important!

Thisonlytells us about existingpages and customers


Surveys paper and online

Surveys (Paper and Online)


What are we asked for

What are we asked for?

Phone calls

Face to face

Email


Learning from better connected

TestingtheSite


Accessibility

Accessibility

  • Shaw Trust

  • Siteimprove


Quality control

Quality Control

  • Page assessment form

  • Siteimprove

    • Link checking

    • Spelling

    • Email

    • Code compliance


Usability testing

Usability testing


Mystery shopping

Mystery shopping

  • Internal

    • quarterly

    • Local volunteers

    • local charity

  • External

    • Annual


And of course

And of course..


Where are we now

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


Learning from better connected

What’s

next?


On going and future developments

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…


Learning from better connected

  • Keep asking

  • Keep reviewing

  • Keep improving


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