This document discusses a user's experience in trying to pay their council tax online. It evaluates whether searching online provides the needed information, whether the home page leads to paying council tax, and the options available for payment. It looks at examples from different councils and whether the task can be easily completed. Issues include unclear search results, confusing home pages, a lack of payment options listed, and obstacles in the payment process. The document aims to identify areas for improvement in making the process of paying council tax online more straightforward.

1. Top tasks for
Better connected 2012
Pay council tax
John Fox
Better connected reviewer
@x333xxx

2. “I’d like to pay my council tax”
1. Does a Google search find the
information I want?
2. Does the home page lead me to the
task?
3. What are the options for paying my
council tax?
4. Can I complete my task?
15 Sep 2011 Top tasks for Better connected 2012 2

3. Does a Google search find
the information I want?
“I’d like to pay my council tax”
15 Sep 2011 Top tasks for Better connected 2012 3

4. Which would you choose?
Comhairle nan Eilean Siar
15 Sep 2011 Top tasks for Better connected 2012 4

5. Clearer results, more clues
Aberdeen City
15 Sep 2011 Top tasks for Better connected 2012 5

6. Great results, on the nail
West Dorset DC
15 Sep 2011 Top tasks for Better connected 2012 6

7. Does the home page lead
me to the task?
“I’d like to pay my council tax”
15 Sep 2011 Top tasks for Better connected 2012 7

8. What to click?
Charnwood BC
15 Sep 2011 Top tasks for Better connected 2012 8

9. Where next?
Charnwood BC
15 Sep 2011 Top tasks for Better connected 2012 9

10. Homepage task list – fab!
Aberdeen City
15 Sep 2011 Top tasks for Better connected 2012 10

11. Issues outwith direct council control
Ongoing issue
with Civica over
titling
Aberdeen City
15 Sep 2011 Top tasks for Better connected 2012 11

12. What are the options for
paying council tax?
“I’d like to pay my council tax”
15 Sep 2011 Top tasks for Better connected 2012 12

13. There’s a ‘council tax’ link
Argyll & Bute
15 Sep 2011 Top tasks for Better connected 2012 13

14. Different ways to pay
Relevance of
graphic?
Argyll & Bute
15 Sep 2011 Top tasks for Better connected 2012 14

15. No mention of
council tax. Shall I
click ‘Pay for it’?
Council tax?
LB Sutton
15 Sep 2011 Top tasks for Better connected 2012 15

16. Intriguing links
LB Sutton
“Mmmm, what’s
this?”
15 Sep 2011 Top tasks for Better connected 2012 16

17. “OK, so how *do* I pay it?”
15 Sep 2011 Top tasks for Better connected 2012 LB Sutton 17

18. Can I complete my task?
“I’d like to pay my council tax”
15 Sep 2011 Top tasks for Better connected 2012 18

19. Can I complete the task?
• Are obstacles thrown in my way?
• Am I notified of the different ways to
pay?
• Is any online form used easy to
complete?
• Am I asked to provide (seemingly)
unnecessary information?
03/09/12 Top tasks for Better connected 2012 19

20. 15 Sep 2011 Top tasks for Better connected 2012 Northumberland 20

21. 15 Sep 2011 Top tasks for Better connected 2012 Northumberland 21

22. Top tasks for
Better connected 2012
Pay council tax: Q&A
john.fox@socitm.net
@x333xxx