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Julie Hutchinson Blaby DC waste services presentation

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Case study from Blaby District Council, winner of the rubbish & recycling category of the Better Connected Awards, presented 29 June at Connected Local Govenement Live

Published in: Government & Nonprofit
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Julie Hutchinson Blaby DC waste services presentation

  1. 1. Waste Services Julie Hutchinson Communications Manager Blaby District Council
  2. 2. About Blaby Located in the East Midlands – south/west of Leicester • Population: 96,500 • Households: 41,871 • Mosaic - 60% of households are likely to use online services.
  3. 3. Communications Team • Website & My Account • Intranet • CRM • Online forms/integration • Process mapping • Performance/Measures • Support calls – CSA’s • Procurement – API’s etc
  4. 4. Website – www.blaby.gov.uk Communications team – CMS – Training/Guides – Style Guide – Structure/navigation/create pages – Landing pages – Assets (images/documents) – 3rd party skins – My Account – Process mapping/testing forms – Online forms + call to action buttons! – Setting up users/groups – Moderation of content – Distribute website feedback – Talk to the services!! – Review Better Connected results and implement changes • Services – Put forward officers for training – Add content – Review website feedback and make amends – Involved in process mapping – Testing online forms
  5. 5. Bulky – key features • Page content Who, What, Why, When, Where, How…. – Who is the service for? (residents of the district!) – What is the service? – How much does it cost? – How do I request? – What do you collect – Where do I leave my items? Then ask yourself – what’s missing? What’s the overall purpose of the service? Other ways to dispose.. Keep it simple – no jargon!
  6. 6. Bulky – key features • Navigation/Landing pages/A-Z • Google Custom Search - Enable promotions (for top tasks)
  7. 7. Bulky digital form • Historically – spreadsheet. • One customer form – used in two places (CRM & Website) • Website – form live since 2014 • CRM – live since November 2015. FORMS • Bulky item request (CRM & Website) • Quote process used once quote has been carried out – accept quote and book in • Amend booking (CRM) • Bulky admin (back office)
  8. 8. Bulky item request PDF report generated listing collections for day, emailed to depot @ 5am
  9. 9. PDF of report
  10. 10. Bulky – stats Website visits – Tablet & Mobile 53.2% – Desktop 46.8% Bulky visits 1st – Mobile 2nd – Desktop 3rd - Tablet
  11. 11. Bulky – stats • Optional login on My Account – 77% customers login • On average 50% of all requests are received online Figures shown as %
  12. 12. QUESTIONS? Julie.hutchinson@blaby.gov.uk

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