2. The Website
• Highest level take up amongst residents in the country
• Over 100,000 visitors per month
• High satisfaction levels
• Opportunities
3. Why Redevelop?
• A high percentage of use is to just find information
• It is difficult to find the information
• Will fail to meet future accessibility compliance
• Not taking advantage of new technology
• Need to create a single source of content
• Need to enable online transactions
4. What do we want to achieve ?
Build on the previous success of the website ranked amongst the
top twenty local authority websites in the country by -
• Improving customer service
• Increasing customer satisfaction
• Improving customer experience
5. What is the outcome we want ?
• A newly designed, streamlined up to date website which focuses
on delivering value for money and improved customer service,
satisfaction and experience.
6. How?
Workshops with service areas to -
• Look at service objectives and priorities
• Customers
• Strengths and weaknesses of service areas web pages
• What you think could be improved.
7. How?
Workshops with service areas to -
• Look at service objectives and priorities
• Customers
• Strengths and weaknesses of service areas web pages
• What you think could be improved.
Editor's Notes
Point 1 36.82% Point 2 Self explanatory Point 2 & Point 3 High usage and satisfaction provide key opportunities for enhanced service delivery and value for money which the current website is unable to deliver effectively. NOTE: May ask where the statistics come from especially in respect of high satisfaction levels.
Point 1 Majority of current visitors are using the website to find information (63%). Relatively few are using online services to make payments (4%); make applications (4%); request Services (3%); report problems (2%); make bookings (2%); browsing the website accounts for 7% of usage; other unspecified purposes (15%). Point 2 The website is over 6 years old and has become bloated with content (4,000 pages and 10,00 PDF documents) which has made the site difficult to navigate and to find difficult to navigate and find information. The ability to ensure the currency and quality of this information is impeded by the sheer volume of content. Point 3 From March 2011 WAI AA compliance will be mandatory and failure to meet this requirement could lead to loss of Gov. status. Redevelopment of the website is the most effective way to ensure that accessibility compliancy is met. Point 4 Web technology has moved on considerably over 6 yrs and a redevelopment is required to allow it to allow enhanced functionality to be added to the website. This will include presenting map data and social media directly into the website. The current design cannot support this due to the current screen width restrictions. A redesign will also enable closer integration of a wide range of 3 rd party web applications, such as online leisure bookings, payments and events. Point 5 Redevelopment will also allow the creation of a single source of content that can be presented automatically for online, mobile, print and other media platforms. Point 6 The website needs to be significantly realigned and restructured to place more emphasis on service delivery and customer service. This work will enable take up of online services, whereas increased promotion will only help encourage it.
Points 1,2 and 3 By – reducing avoidable contact; reducing the nos. of information requests handled by telephone making the web the primary access point (for all simple information and advice requests) improving usability of the website; accessing the council services online; provide a single source of content that can be presented automatically for online, mobile, print and other media delivery platforms.
Points 1,2,3, and 4 If you look at your agenda – this is the how. The points you have been asked to think about.
