14 dec tim rainey
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This document discusses strategies for shifting customer interactions online to save costs. It outlines tips for encouraging online self-service like clear goals, insight research, and targeted marketing highlighting benefits. Examples are given of specific services shifted online like free school meals applications and credit card applications, saving over £60,000 each. Metrics show more people access the organization's website each month than visit in-person annually, and the cost savings of shifting just 10% of interactions online is over £67,000.
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Data the Key to Digital
Sponsor Address: A Digital Transformation Approach
Why isn't Digital Catching Fire… and what can suppliers do
Current Priorities for Local Government
The Supplier Partnership Program
Socitm Supplier Briefing Birmingham
Presentation deck from the Socitm Supplier Briefing that took place on the 9th June.
Socitm's New Agenda
Data the Key to Digital
Sponsor Address: A Digital Transformation Approach
Why isn't Digital Catching Fire… and what can suppliers do
Current Priorities for Local Government
The Supplier Partnership Program
Socitm Supplier Briefing Bolton
Presentation deck from the Socitm Supplier Briefing that took place on the 18th June.
Socitm's New Agenda
Data the Key to Digital
Sponsor Address: A Digital Transformation Approach
Why isn't Digital Catching Fire… and what can suppliers do
Current Priorities for Local Government
The Supplier Partnership Program
14 dec russell sutton final
Web analytics involves the analysis of qualitative and quantitative website data to drive continual improvement of the customer experience and achieve desired business outcomes. It is important to use web analytics to gain actionable insights rather than just looking in the rear view mirror. Implementing a full web analytics program requires setting goals, training, custom reports, and taking actions based on insights to drive uplift. Google Analytics is a powerful and free tool that can provide valuable reporting and insights to organizations, especially when the right resources are dedicated to analyzing the data. While some were skeptical of a free tool in the past, Google Analytics competes with top paid solutions and is a strategically important product for Google's large advertising business.
14 dec terry madgwick wts presentation
The document summarizes the features and developments of a website take-up service used by many UK councils. It discusses the following:
1. Over 141 councils now subscribe to the service which provides monthly analytics on website visitors.
2. A new questionnaire was launched in 2011 to better categorize the reasons for visitors' interests and to allow respondents to specify their nationality.
3. Google Analytics is being integrated as an optional additional module to provide more in-depth insights into website usage and user behavior.
14 dec sheenagh reynolds
The document summarizes Martha Lane Fox's review of Directgov and recommendations for improving the government's digital presence. The key recommendations were to: 1) Make Directgov the front end for all online government services to improve user experience. 2) Open government APIs to third parties to make services available anywhere. 3) Centralize online publishing on a single government website. 4) Create a new CEO role overseeing all government digital services and spending. The government welcomed the recommendations and plans to appoint a CEO, simplify Directgov's governance, and work on migrating services and opening APIs.
14 dec fil thurlow
The document summarizes the redesign of Bolsover District Council's website. The old website was difficult to use and not meeting customer needs. The council decided to rebuild the site using open source Joomla CMS. They analyzed users and content, redesigned information architecture, migrated content, tested the new site, and launched in June 2010. Post-launch analytics showed improved customer satisfaction and ROT management. The council aims to continue improving the site through additional features.
14 dec ellen jessett cais presentation
The document discusses the development of a skills framework for web and digital professionals by Socitm. Key points include:
1) Socitm developed the framework through consultation with web professionals and by analyzing existing skills frameworks.
2) The framework includes Socitm-defined skills like web strategy and information architecture, as well as skills adapted from SFIA.
3) Sample skill descriptions are provided at different levels from very junior to senior roles.
4) The framework will be used for Socitm's new accreditation system starting in 2011 to recognize members' skills and support continuous professional development.
Customer Access - Improvement Service
The document summarizes a networking event about building up website take-up. It discusses barriers to maximizing self-service online, changing demographics of web users, whether channel shift is a corporate objective, and lessons for improving websites from user research. Key recommendations are that the design of the entire customer journey is critical, promotion of online services matters, focusing on information in addition to transactions, and corporate commitment to channel shift is essential for success.
Rich Gwyther - Microsoft - A practical approach to realising actual cost savings
Presentation to delegates at the annual conference of Socitm, the public sector IT association, on 11 Octiber 2010.
Richard brandon - MLL Telecom - Delivering shared networks for local authorities
Presentation to delegates at the annual conference of Socitm, the public sector IT association, on 11 October 2010.
Alan Christie - ICS - 20% reduction in print costs and 2m sheets of paper saved
Presentation to delegates at the annual conference of Socitm, the public sector IT association, on 11 October 2010.
Doug Maclean - Socitm Consulting - 10 savings on the desktop
Presentation to delegates at the annual conference of Socitm, the public sector IT association, on 11 October 2010.
More from Socitm (20)
The Digital Journey - A Local Government Perspective
The Digital Journey - A Local Government Perspective
Rich Gwyther - Microsoft - A practical approach to realising actual cost savings
Rich Gwyther - Microsoft - A practical approach to realising actual cost savings
Richard brandon - MLL Telecom - Delivering shared networks for local authorities
Richard brandon - MLL Telecom - Delivering shared networks for local authorities
Alan Christie - ICS - 20% reduction in print costs and 2m sheets of paper saved
Alan Christie - ICS - 20% reduction in print costs and 2m sheets of paper saved
Doug Maclean - Socitm Consulting - 10 savings on the desktop
Doug Maclean - Socitm Consulting - 10 savings on the desktop
14 dec tim rainey
- 1. Channel Shifting How to get people to do it online and save you money 2010 Tim Rainey Tameside MBC SOCITM Conference
- 3. CHAPTER 2 Why bother?
- 4. Visitors
- 5. Costs
- 6. CHAPTER 3 What is it all about?
- 8. marketing
- 10. MAKE a LIST
- 12. CHAPTER 4 How do you do it?
- 20. CHAPTER 5 You got to have a system!
- 21. Visits to Customer Services over last 7 years Website visits in last 12 months 614,583 2,488,738
- 22. More people visit our website in 3 months than visited our face-to-face centres in the last 7 years Fact
- 23. 85% of the UK population owns a mobile phone Access via a mobile device has increased 6 fold in 12 months Fact
- 24. By 2020 the mobile device will be the worlds primary connection to the Internet Fact
- 25. Cost of each face-to-face visit £8.70
- 26. Cost per website visit 5p
- 27. Saving if we channel shift 10% £67,107.80
- 28. £15,725 Reality
Editor's Notes
- Total number of pages printed excluding schools and some outstations Includes MFD’s and Digiprint Based on 3500 emplyees this means: 5195 per person per year 100 pages per week 20 pages per day for every member of staff (exl schools) End-to-end the pages printed would stretch around the earth.
- The 45% duplex printing saved 402 each year
- The 45% duplex printing saved 402 each year
- The 45% duplex printing saved 402 each year
- To date 45% od printing is done duplex – It is not standard setting for everyone!
- Equates to a 67,107.80 saving – we could save as much again if everyone used duplex
- This is the salary of Anthony Garlick – a Gardener with our District Assemblies. He has worked with Tameside for many years and like his colleagues has helped make Tameside regional In Bloom winners 6 times in a row and this we won the national in bloom award.