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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:

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
what are the current top tasks
What are the current top tasks?

April 2012 – April 2013

socitm website performance service
Socitm Website performance service

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

slide22
Important!

Thisonlytells us about existingpages and customers

what are we asked for
What are we asked for?

Phone calls

Face to face

Email

accessibility
Accessibility
  • Shaw Trust
  • Siteimprove
quality control
Quality Control
  • Page assessment form
  • Siteimprove
    • Link checking
    • Spelling
    • Email
    • Code compliance
mystery shopping
Mystery shopping
  • Internal
    • quarterly
    • Local volunteers
    • local charity
  • External
    • Annual
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
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…
slide34
Keep asking
  • Keep reviewing
  • Keep improving
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