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Oxford County Council: The road to improvement | Rob Hill | July 2014

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Presentation by Rob Hill about improving the website at Oxford County Council. Presented at Really Useful Day Oxford on 23 July 2014.

Published in: Government & Nonprofit
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Oxford County Council: The road to improvement | Rob Hill | July 2014

  1. 1. A never ending journey…… ….the road to improvement Rob Hill - Web Services Manager
  2. 2. Highways fault reporting Exor
  3. 3. Where we were - online
  4. 4. Now - online
  5. 5. Before and now - telephone
  6. 6. The difference? Pre FMS Average 318 pcm 7.5% of all reports Post FMS Average 1232 pcm 17% of all reports 45% of highway reports are digital (web and email)
  7. 7. Ideal future state
  8. 8. The user journey Exor
  9. 9. The process is the journey
  10. 10. Techniques Activity sampling
  11. 11. Techniques Process mapping
  12. 12. Techniques Customer journey mapping
  13. 13. Techniques Usability testing
  14. 14. Techniques Usability testing
  15. 15. Continuous improvement LEAN Agile Sprint SIXSIGMA KANBAN 5s Minimum Viable Product ValueStreamMapping Backlog Iteration Productowner BurndownScrumRetrospective Timeboxing Waterfall Lead time Deming cycle Eighty-twenty rule Kaizen Just-in-time Muda
  16. 16. Continuous improvement
  17. 17. Ideal future state

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