Work in background to align ‘supersites’ where possible to make it easier for Local Authorities (standards, consultation, etc.)
Look at how we can collaborate at a strategic level to ‘shape a deal’ which works for Local Authorities
Re-use of public assets
Making customer journeys work
Sharing knowledge, skills, ideas
Make people aware of the opportunities to work with Directgov now including use of widgets and syndication
Conceived in Jan 09
Innovate acts as a platform for Directgov, franchises and partners to design, develop and host apps online
There is a small agile team (design & development)
Aim to have all projects designed, built and delivered within a short timeframe.
Maternity, pregnancy and paternity online advisor
Terrorist reporting tool
Browser extensions and tools
Directgov syndication pilot
All Directgov articles, news and contact us pages are available to partners and developers on a first-come-first-served basis
The content is available in a range of formats to determine what works best.
The feed includes main content (text only) from the body of the page. All the design elements, navigation and related links are stripped out.
Pilot partners are given access to a syndication platform where they can view all pages available for syndication and then use chosen content within their webpages.
An access key allows us to track what content is being taken by partners and developers
There is a requirement for accreditation of content to Directgov. At a minimum, this is a text accreditation.
Tools and transactions cannot be distributed via syndication, this requires different technology ; images and video are removed due to rights restrictions.
The pilot will run until the full service is operational, and will inform the development of that service.
Benefits to Local Authorities
Taking the content from Directgov will save money and ensure a single accurate version that is maintained by franchises
Cost and time saving in not having to develop and maintain the content
Extending reach of local authority websites through expanding coverage
Benefits for customers
Improved user journey – whichever starting point they use
Better integration between local and central sites
Greater consistency of user experience on public sector sites
What users think Directgov customer monitor – Jan/Feb ’10
Customer Monitor: Background & objectives
As part of the ongoing development of Directgov, customer satisfaction research has been carried out in the form of the ‘Web Customer Monitor’ since December 2004.
The Customer Monitor is currently run twice a year, interviewing approximately 4,000 users in each wave, with results feeding directly into Directgov’s Business Performance Management.
The latest wave of research was carried out between 27th January to the 12th February, 2010.
Customer data is provided for Directgov overall, individual Franchise areas, and a number of selected transaction websites that are branded under Directgov.
Data includes demographics, usage, reasons for visiting, opinions of the site (and transaction sites), finding information, drivers of satisfaction, and customer retention.
Purpose of visit: Reasons for visiting were varied, with most popular single reasons focusing around checking eligibility Q9 - What were you hoping to do on the site today? Did it involve any of the following? (prompted list, Base: 4,826) Chart excludes reasons with less than 5 % incidence Avg. no. of reasons: 2.4 (2.1 July ’09) New code Similar code in Employment (4% Jul ‘09 and 3% Jan ‘10) Code shown to everyone in Jan ’10 not just those visiting specific franchises. This topic was also promoted on the homepage during the fieldwork period. New code Jan ‘10
Future usage: Upward trend of the proportion of repeat visitors continues REPEAT VISITORS ( who have used site 2+ times) (Base: 5906) Q5a – How often on average do you visit the Directgov website? (Jan/Feb ’10) Q5 – How many times have you visited the Directgov website (including this time)? (Pre Jan/Feb ’10) From Jan 08 onwards data shown for personal users who spent 2 or more minutes on the site NB: Question design changed for Jan/Feb ’10 wave
Website loyalty: High levels of loyalty to the site continue to increase along with frequency of access Q22 - And which of the following best describes how you will use the Directgov website in the future? (Base: 3890) From Jan 08 onwards data shown for personal users who spent 2 or more minutes on the site
KPI: Decrease in accuracy of info on the site, as well as in proportion who found what they were looking for *Used to be ‘Rates accuracy/being up to date as very good/good’ – split in July 09 Significant differences between July 09 and Jan 10 highlighted in green and red 31% 82% 70% 79% 82% 75% 75% 74% 77% 64% 85% Jul 09 Base: 2493+ 71% Rate accuracy as Very good/Good* 28% 83% 69% 81% 82% 77% 75% 81% 68% 84% Mar 09 Base: 1983+ 27% 81% 65% 80% 82% 75% 74% 80% 69% 83% Oct 08 Base: 1022+ 36% NPI ( promoters minus detractors) Jan 10 Base: 2585+ 84% Definitely/Probably likely to recommend 64% Found all/most of what they wanted 79% Rates Directgov website as Very good / Good Satisfied with information and services provided by Directgov Satisfaction 83% Rates security of online services as Very good/good (excludes DK & NA) 73% Rates being up to date as Very good/Good* Trust information and services provided through Directgov Trust 73% Rate ease of finding info (and services) Very good/Good 78% Rate ease of use Very good/Good Can find what they are looking for easily Ease of use 66% Agree Directgov introduced them to new services/information 84% Agree brings together a comprehensive range of services Can access services ‘all in one place’ Convenience KPI Benefit Statement for Citizens Benefit Category
Comment on this article (COTA)
Comment on this article
COTA results so far…
Went live 29 th March 2010 across Directgov
Weekly number of citizen ratings across Directgov - 42,000 and rising
Weekly number of comments 10,500 and rising
25% of respondents who leave ratings also leave comments
Comments received on a range of subjects including
non-web government services - eg phone
issues with web content and services
46% of respondents rate Directgov content "very useful"
68% of respondents rate Directgov content either ‘Very useful’ or ‘Quite useful’
COTA – Home and Communities Suggestions ( 29th March 2010 to 11th April 2010) ‘ Need a Scale of what Stamp Duty is payable on Properties - from the low to the high prices - so individuals can cost their move’ ‘Include links to where the smoke alarms can be bought at a reasonable price’ ‘ Add a telephone number next to relevant council’ ‘Add a calculation facility so people may check if they are entitled to help with their council tax - this is a simple feature used by many sites’ ‘ Ability to print all the information in one section at once - Instead of having to click onto additional pages and print one section at a time’ ‘The information was useful but could you do this page in a printer friendly format? When I try to print half the page does not print’