- Directgov is the second most visited UK government website and users rate it as up-to-date and a trusted source of information more than other popular websites like eBay and Amazon. - Directgov sees over 26 million visits per month and 8 out of 10 visitors would recommend it. - 79% of users rate Directgov's services and information as good or very good.

1. Working with Directgov Sheenagh Reynolds – Directgov Home and Community Franchise

3. Linking from Directgov to Local Authority service pages

11. Redundancy widget

12. Maternity, pregnancy and paternity online advisor

13. Terrorist reporting tool

14. Browser extensions and tools

15. Syndication pilot

19. What users think Directgov customer monitor – Jan/Feb ’10

21. 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

22. 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

23. 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

24. 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

25. Comment on this article (COTA)

26. Comment on this article

28. 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’