Nottingham’s
Website Review

James Steele
Background
• Nottingham City Council Web Team established in
January 2000 in Customer Services
• New website was launched ...
Nottingham’s Website Review
2000 and 2004
Nottingham’s Website Review
2008 and 2013
Nottingham’s Website Review
Where we were
•
•
•

•
•
•
•

5000 pages on corporate site
30% of access to the site from a mo...
Nottingham’s Website Review
Evidence

Searches on Google
Search terms on the website
Analytics
Heat maps
Contact Centre da...
https://www.crazyegg.com/
Nottingham’s Website Review
Management Principles
• No duplication – information held in one part of the site only
• Core ...
Nottingham’s Website Review
Consultations and Workshops

Leadership Team
Citizens
Heads of Service
Web authors
Designers
J...
Nottingham’s Website Review
Measuring Success

Reduction in calls to contact centre
Improved take up of top tasks
Site fee...
Nottingham’s Website Review
Next Steps

Regular reviews:
•
•
•
•

Evidence
Top task take up
User journeys
Socitm uptake da...
RUday Nottingham | Web improvements at Nottingham City | Nottingham City Council
RUday Nottingham | Web improvements at Nottingham City | Nottingham City Council
RUday Nottingham | Web improvements at Nottingham City | Nottingham City Council
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RUday Nottingham | Web improvements at Nottingham City | Nottingham City Council

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James Steele from Nottingham City Council gave this presentation at our Really Useful Day: Improving User Journeys, 20 September 2013, in Nottingham.

The presentation was about how Nottingham City Council made improvements to its website.

Published in: Spiritual, Business
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RUday Nottingham | Web improvements at Nottingham City | Nottingham City Council

  1. 1. Nottingham’s Website Review James Steele
  2. 2. Background • Nottingham City Council Web Team established in January 2000 in Customer Services • New website was launched in June 2000 • In 2004 the team moved to Communications where we introduced LiveLink CMS • In 2008 we moved to GOSS ICM and launched a new site • In Sept 2012 we moved again to IT Services and launched a new site in July 2013 – First phase of a wider channel development programme
  3. 3. Nottingham’s Website Review 2000 and 2004
  4. 4. Nottingham’s Website Review 2008 and 2013
  5. 5. Nottingham’s Website Review Where we were • • • • • • • 5000 pages on corporate site 30% of access to the site from a mobile Customer feedback • 55 % good – ‘Excellent information on the page, which meant I could get a collection arranged speedily’ • 37% bad – ‘Very frustrating busy web page’ 2000 pages not reviewed for 12 months + 400 editors trained with only 40 regularly editing content Unmanaged information causes confusion – old news appears current Key messages were the priority
  6. 6. Nottingham’s Website Review Evidence Searches on Google Search terms on the website Analytics Heat maps Contact Centre data Transactional data Full site audit
  7. 7. https://www.crazyegg.com/
  8. 8. Nottingham’s Website Review Management Principles • No duplication – information held in one part of the site only • Core services and transactions take precedence • Seasonal items removed out of season • Out of date items removed from corporate site • Content of pages may be changed locally, subject to guidance and approval but new pages require business case • Clear corporate branding for all content • Customers referred elsewhere for general information • No separate websites for Council services, projects or campaigns, secondary branding to be used • Primary web contacts own key sections of the site
  9. 9. Nottingham’s Website Review Consultations and Workshops Leadership Team Citizens Heads of Service Web authors Designers Journey testing Staff / colleagues
  10. 10. Nottingham’s Website Review Measuring Success Reduction in calls to contact centre Improved take up of top tasks Site feedback Socitm uptake service
  11. 11. Nottingham’s Website Review Next Steps Regular reviews: • • • • Evidence Top task take up User journeys Socitm uptake data Improvements • • • • • Improve the skills of our web authors Review mobile site Review 3rd party sites and applications Introduce Customer Access Portal Better Connected 2014

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