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Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
Large Opening Plenary PCW09
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Large Opening Plenary PCW09

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  • 1. Sponsored by:
  • 2. Think Central, Act local Sharon Cooper, Director of Proposition Strategy and Product design, Directgov Steven Tait Director of Marketing, businesslink.gov.uk Jonathon Carr - Brown, Head of Strategy and Innovation, NHS Choices Alasdair Mangham, Senior Responsible Officer, Local Directgov Building the perfect council website - 15th July 2009
  • 3. Directgov sharon.cooper@directgov.gsi.gov.uk
  • 4. 95% of identified web sites need to be converged onto Directgov and businesslink.gov.uk by 2011.
  • 5. Going up… Converged 2009/10 2010/11 20 103 70 including: including: including: Job Centre Plus Online Self Assessment Apprenticeships Highway Code Parents Centre Her Majesty's Courts Service Public Appointments The Pension Service website (50+) Investors in People (UK) IIP Home Information Packs Employment Matters MOT Info DVLA Personalised Registrations Money Claims On line (MCOL) THINK! Student Finance Book Practical Driving Test Connexions Direct Passport Applications Book Theory Test Sure Start Consumer Direct Highways Agency - Knowledge Centre Jobseekers Allowance Claims Traffic England 2 5 0 2 0 0 1 5 0 1 0 0 5 0 0 Q 3 Q 4 Q 1 Q 2 Q 3 Q 4 Q 1 Q 2 Q 3 Q 4 Q 1 Q 2 Q 3 Q 4 0 7 /0 8 0 7 /0 8 0 8 /0 9 0 8 /0 9 0 8 /0 9 0 8 /0 9 0 9 /1 0 0 9 /1 0 0 9 /1 0 0 9 /1 0 1 0 /1 1 1 0 /1 1 1 0 /1 1 1 0 /1 1
  • 6. Is it working? 1400000 1200000 1000000 Apr-09 800000 May-09 600000 Jun-09 400000 200000 0 Passports information
  • 7. Businesslink.gov.uk Steven Tait, Director of Marketing
  • 8. Business Link: One service, multiple channels
  • 9. Delivering real benefits to business • Saved users an estimated 5.4 million hours - estimated saving of £113 million • Saved users an estimated £204 million through best practice advice • Increased our customers profits by an estimated £113 million • Increased our customers sales by an estimated £266 million • Received a 92% Customer Satisfaction rating
  • 10. The official website for all business services 2,000,000 2009/10 target 21.7 m 1,600,000 1,200,000 Visits 800,000 400,000 0 7 8 9 7 8 7 8 07 08 08 09 7 8 -0 -0 -0 -0 -0 -0 -0 -0 -0 n- b- n- b- pr pr pr ug ug ct ct ec ec Ju Ju Fe Fe O O A A A D D A A
  • 11. The importance of forging links with local authorities • The site is national but the need is actually local; such as regulation and permits. • We must connect with Local Authorities • 400+ local authorities – we can provide the services more efficiently by joining together – increasing quality and reducing cost
  • 12. Forging this link through the Point of Single Contact (PSC) Provided through Business Link it enables service providers to find out what they need to do to operate legally in the UK and to complete all necessary formalities electronically, specifically: • It interacts with Local Authorities for the provision of local permits – e.g. business premises, alcohol licences, licence to serve food etc • It informs who the relevant Local Authority is and what the users needs to do to interact with them online – removes print/post
  • 13. A single Point of Contact delivers specific benefits at a local level • PSC provides the tools for Local Authorities to comply with the Services Directive (EU legislation) • Promotes a common standard amongst Local Authorities • Provides recommended policy guidance for Local Authorities to use: • Guidance on directive • Guidance on application process – how it works • Standard structure – format and content to Local Authorities • PSC houses Local Authority transactions and tools/ or can direct to a link on their own site where they host them – providing more traffic to your site • Increased cross-border trade of up to 6.1% • Increased employment opportunities
  • 14. “Think Central, Act Local”
  • 15. NHS Choices Jonathon Carr-Brown, Head of Strategy and Innovation
  • 16. Smoothing the Citizen’s Health Journey Speaker Jonathon Carr-Brown 15 July 2009
  • 17. NHS Choices Visits Visits per month (million) March 09: Reached 7m visits/month** 7 24m* People used site 6 in 2008 NHS Choices merges with 5 NHS Direct 4 NetDoctor 2.5m 3 Patient.UK 2m 2 June 07: Launch of NHS Choices 1m visits/month BBC Health 1.5m 1 NHS Direct 1m 2003 2007 2008/9 *Reach: The site has grown by 224% and is now the most ** Syndication = NHS Choices has 100 partners who access used health site in the UK. the site’s pages an additional 1.2m times a month *approx 20% of internet users/month
  • 18. The Spread Public’s Top Tasks* Scorecard, 1% Blogs, 0% 1.Checking Symptoms 2.Making Appointments 3.Contact GP Find Services, 29% A-Z, 37% Self Help Guide, 1% Medical Advice, 3% Livewell, 8% Prospectus, 0% Video, 1% Tools, 4% Pregancy Planner, 3% Behind the Headlines, 3% Common Health Guides, 2% *Keywords survey 2009 Q % 29 April 2009
  • 19. Health Inequalities DIGITAL DIVIDE: There are 16 million people in the UK (27% of the population) who have never used the internet. NHS Choices is focussing on bridging the divide. We already have 426 trained representatives in UK Online centres.
  • 20. National Initiatives 1. Content Review 2. Increased Carers Content 3. Breaks for Carers’ Service (Warwickshire) 4. Social Care Content 5. Localisation
  • 21. Local Potential 1. Pushing and pulling existing data 2. Collecting new information and data 3. Joint Community Training Projects – Bottom Up 4. Combined PCT/LA social marketing projects 5. Workplace Health initiatives
  • 22. Delivering a seamless customer journey using Local Directgov links Alasdair Mangham, Senior Responsible Officer, Local Directgov
  • 23. What is Local Directgov? • The Local Directgov application takes customers from the Directgov website to the most relevant web page on their local council’s website in just four mouse clicks. • It holds a list of 240 citizen-facing services that are provided by local councils in England. • Councils decide which page on their website is the right one to match each service, where appropriate, and these are added regularly to the Local Directgov database by a designated web portal officer in each council.
  • 24. How it works: the customer journey Find out more about Council Tax
  • 25. How it works: the customer journey
  • 26. How Local Directgov can help • Reduces avoidable contact by providing a seamless link between Central and Local Government sites for the customer. • Can be used by Local Authorities to provide connections between different tiers of Local Government (Hants case study). • Can be used to signpost services in neighbouring boroughs (London Borough of Brent case study).
  • 27. What’s new in Local Directgov? • New user interface for administrators wanting to updating the system, no longer a need to go through the ESD-toolkit. • Working with Businesslink/BIS to use the SAM for the point of single contact project. • Working with Directgov, Businesslink and NHS choices to provide content/links which are useful to local authority web managers.
  • 28. Contact Local Directgov Sheenagh Reynolds sheenagh.reynolds@communities.gsi.gov.uk Louise Russell louise.russell@communities.gsi.gov.uk localdirectgov@communities.gsi.gov.uk
  • 29. Any questions?
  • 30. Sponsored by:
  • 31. Location, location, location! Where is my nearest library? John Fox ‘Better connected’ reviewer Where are you? Dane Wright IT Strategy Manager London Borough of Brent
  • 32. Location matters Local authorities are major users AND providers of location-based information resources: lon/lat co-ordinates and postcode derived. Citizens increasingly expect location-based information to be readily available and easy to use. Postcode-based service provision from a ‘Better connected’ reviewer’s perspective. How Brent is using online mapping to provide citizens with location- based information.
  • 33. West Oxfordshire DC
  • 34. North Lincolnshire
  • 35. North Down BC
  • 36. Thurrock
  • 37. Salford City
  • 38. Office for National Statistics
  • 39. North Lincolnshire
  • 40. LB Harrow
  • 41. West Oxfordshire DC
  • 42. Eden DC
  • 43. Torfaen CBC
  • 44. Torfaen CBC
  • 45. Torfaen CBC
  • 46. Cwmbran library map location – on Multimap
  • 47. Salford City
  • 48. LB Brent
  • 49. • Use of location data is now an everyday facility … but Socitm Use of Location scores are very low • tMaps online mapping system developed for Brent and West London Alliance boroughs • Easy to use – choice of Google, MS or OS maps • Accessible - textual alternatives for visual data • Re-use - data which is free of licensing restrictions is available for download as KML or GeoRSS • Integration – web pages and maps cross linking • Contextual data – LGSL PIDs on pages & maps • User interaction – point correction & Report It • Find My Nearest – proximity to postcode
  • 50. Any questions? John Fox john.fox@socitm.gov.uk Twitter: x333xxx Dane Wright dane.wright@brent.gov.uk Twitter: pluto9
  • 51. Christine Sheldon Web & IT Programme Manager Exeter City Council christine.sheldon@exeter.gov.uk Sponsored by:
  • 52. Sponsored by:
  • 53. Sponsored by:
  • 54. Task Management Building perfect council websites ’09 July 15, 2009 Gerry McGovern gerry@customercarewords.com
  • 55. The Story of a Web Site
  • 56. …with a simple vision statement: “Give your customers what they want” “Help them find what they need”
  • 57. The vision quickly becomes… Publish lots of cool content to the site
  • 58. And, the authors start publishing lots of good pages…
  • 59. …and the site manager says, “Page views are going up, but we can do better!”
  • 60. And the authors focus on creating more, better, faster…
  • 61. But the analytics team walks in, and interrupts, “Wait a second here…” S atisfac tio n is no t p! moving u ???
  • 62. It turns out the customer isn’t happy with the growing site… Not what I want! Can’t find it! Don’t like it!
  • 63. So, the team decides to fix things… Content issues? Revise it. If at first you don’t succeed, try, and try again!
  • 64. Search not working? Add keywords. Lots of them. To every page.
  • 65. Navigation not working? Redesign the site. Add links. Put them on the home page. I think this is what you really Get need. this. Now! You said you want this. Here you go.
  • 66. But, things don’t get much better. Success indicators still stay flat.
  • 67. ?? ?? ??
  • 68. #3 Hide Pages from Search What was happening? The wrong customers were finding the function topics. English teachers, who …were finding the IMSUM function. wanted to add Aarrrgh! I’m not a Math numbers… teacher!
  • 69. Putting Citizens First: Transforming Online Government A White Paper Written for the 2008 – 2009 Presidential Transition Team by the Federal Web Managers Council
  • 70. “The U.S. economy loses millions of hours of “citizen productivity” every year when people can’t efficiently accomplish basic government tasks online … “Agencies should be required and funded to identify their core online customer tasks, and to develop service standards and performance benchmarks for completing those tasks.”
  • 71. Copyright © Customer Carewords Ltd.
  • 72. Copyright © Customer Carewords Ltd.
  • 73. Copyright © Customer Carewords Ltd.
  • 74. Copyright © Customer Carewords Ltd.
  • 75. Copyright © Customer Carewords Ltd.
  • 76. Copyright © Customer Carewords Ltd.
  • 77. CONTENT FACTORS Factor Positive Negative Up-to-date Up-to-date Out-of-date information information Accurate Inaccurate Accurate information information Complete Incomplete Complete information information Full of jargon, Language Plain language corporate speak Copyright © Customer Carewords Ltd.
  • 78. SOCIAL FACTORS Factor Positive Negative Easy to contact a Hard to contact a Contact person person Easy to participate Hard to participate Participation / give feedback / give feedback Gives me the facts Misleading / not Open / transparent transparent Has ratings, Has no ratings, Recommendations reviews, reviews, recommendations recommendations Copyright © Customer Carewords Ltd.
  • 79. INFORMATION ARCHITECTURE FACTORS Factor Positive Negative Helpful search Search results Poor search results Clear menus and Confusing menus Navigation links and links Simple layout / Cluttered layout / Layout easy to read hard to read Looks attractive / Looks unattractive / Visual appeal appealing unappealing Speed Fast to do things Slow to do things Copyright © Customer Carewords Ltd.
  • 80. Copyright © Customer Carewords Ltd.
  • 81. Sponsored by:
  • 82. Sponsored by:

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