Learning from Better Connected - PowerPoint PPT Presentation

Learning from better connected
1 / 34

  • Uploaded on
  • Presentation posted in: General

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 ’ .

I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.

Download Presentation

Learning from Better Connected

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.

- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript

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



  • 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



  • 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



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


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


Learning from better connected




  • 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



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

  • Login