14 dec fil thurlow


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14 dec fil thurlow

  1. 1. Bolsover’s Story... SOCITM Building website take-up and citizen e-engagement 14 th December 2010 Fil Thurlow
  2. 2. Dedication <ul><li>This story is dedicated to anyone who... </li></ul><ul><ul><li>Has... </li></ul></ul><ul><ul><li>Is... </li></ul></ul><ul><ul><li>Or will be developing their website </li></ul></ul>
  3. 3. Once upon a time <ul><li>This is the story of www.bolsover.gov.uk </li></ul><ul><li>Of identifying a problem </li></ul><ul><li>Of understanding our customers </li></ul><ul><li>Of redesigning our content </li></ul><ul><li>Of implementing an open source solution </li></ul><ul><li>Of project reflection </li></ul>
  4. 4. Contents <ul><li>Preface </li></ul><ul><li>Chapter 1 – The problem </li></ul><ul><li>Chapter 2 – The solution </li></ul><ul><li>Chapter 3 – The review </li></ul>
  5. 5. Preface <ul><li>Where are we? </li></ul><ul><li>About Bolsover </li></ul><ul><li>Social factors </li></ul>
  6. 6. Where are we?
  7. 7. Where are we?
  8. 8. About Bolsover <ul><li>Status: Shire District </li></ul><ul><li>Region: East Midlands </li></ul><ul><li>County: Derbyshire </li></ul><ul><li>Juxtaposition: 1 of 9 local authorities in the county </li></ul><ul><li>Comprising: 14 town and parish councils </li></ul>
  9. 9. Social factors <ul><li>Population: 70,000 + </li></ul><ul><li>Historical: Ex-mining heritage </li></ul><ul><li>Economic: Largely working class </li></ul><ul><li>Political: Labour majority, Dennis Skinner MP (40+years) </li></ul><ul><li>Infrastructure: M1 junctions / centrally placed </li></ul>
  10. 10. Chapter 1 – The problem <ul><li>State of play: www.bolsover.gov.uk </li></ul><ul><li>Acknowledge </li></ul><ul><li>How did we do things? </li></ul><ul><li>What did we use? </li></ul><ul><li>Understanding our customers </li></ul><ul><li>Managing our content </li></ul><ul><li>Summary </li></ul>
  11. 11. www.bolsover.gov.uk
  12. 12. www.bolsover.gov.uk
  13. 13. www.bolsover.gov.uk <ul><li>Customer comments </li></ul><ul><ul><li>“ When i have been on this site it takes you round and round you can never get the ansews you want or find what you are looking for and I'm not the only one who feels this whole web site needs sorting out. you can go to another Council web site and it is much easier to find what you are looking for BDC is not and easy site” </li></ul></ul><ul><ul><li>“ Why can't someone make this web site more user friendly I have had more bad comments about this stupid web site than i have on any other” </li></ul></ul><ul><ul><li>“ t would be helpful to make accessing the information required easier. I have still not found the correct information despite going down various suggestions by your site.” </li></ul></ul>
  14. 14. Acknowledge <ul><li>The website is not up to standard... </li></ul><ul><ul><li>Does not work in parts! </li></ul></ul><ul><li>And... </li></ul><ul><ul><li>It has not been “worked on” for 5 years! </li></ul></ul><ul><li>But... </li></ul><ul><ul><li>We don’t have any budget to spend! </li></ul></ul><ul><li>Actually... </li></ul><ul><ul><li>We need to save money in IT! </li></ul></ul><ul><li>Sound familiar? </li></ul>
  15. 15. How did we do things? <ul><li>Organisation </li></ul><ul><li>Structure </li></ul><ul><li>Working practice </li></ul><ul><li>Product </li></ul><ul><li>Architecture </li></ul>
  16. 16. Organisation <ul><li>www.bolsover.gov.uk </li></ul><ul><li>Ownership: Customer services </li></ul><ul><li>Managed: Communications / IT (co-operatively?) </li></ul><ul><li>Administered: Communications / IT (co-operatively?) </li></ul><ul><li>Edited: Devolved content editors </li></ul><ul><li>Developed: IT </li></ul><ul><li>Supported: IT </li></ul><ul><li>Approved: Communications </li></ul>
  17. 17. Structure CHIEF EXECUTIVE OFFICER RESOURCES DEPT CUSTOMER SERVICES & PERFORMANCE DEPT OTHER DEPTS / SERVICE AREAS IT TEAM Web Development Officer CONTACT CENTER TEAM CUSTOMER ACCESS TEAM Communications Manager Equalities Officer Content Editors x 12 COMMS TEAM Contact Center Managers / Staff
  18. 18. Working practice <ul><li>Content editors: </li></ul><ul><ul><li>Draft changes </li></ul></ul><ul><li>Communications Manager: </li></ul><ul><ul><li>Approve edits </li></ul></ul><ul><ul><li>Create content </li></ul></ul><ul><ul><li>Design input </li></ul></ul><ul><li>Web Development Officer: </li></ul><ul><ul><li>Coding (HTML / CSS / scripts / templates / etc.) </li></ul></ul><ul><ul><li>Technical resources </li></ul></ul><ul><ul><li>Best practices </li></ul></ul><ul><ul><li>WAI </li></ul></ul><ul><ul><li>W3C </li></ul></ul><ul><ul><li>Etc... </li></ul></ul>
  19. 19. What did we use? <ul><li>Architecture </li></ul>
  20. 20. What did we use? <ul><li>Product </li></ul><ul><ul><li>Initially bought in </li></ul></ul><ul><ul><li>Annual costs e.g. support / maintenance </li></ul></ul><ul><li>CMS </li></ul><ul><ul><li>Unreliable </li></ul></ul><ul><ul><li>Difficult to use </li></ul></ul><ul><ul><li>Expensive </li></ul></ul><ul><ul><li>Complicated </li></ul></ul><ul><ul><li>Etc... </li></ul></ul><ul><li>Website </li></ul><ul><ul><li>No SEF URL’s </li></ul></ul><ul><ul><li>Confusing menu system </li></ul></ul><ul><ul><li>Disorganised </li></ul></ul><ul><ul><li>Etc... </li></ul></ul>
  21. 21. What did we use? <ul><li>Conclusion: Failing everybody’s requirements! </li></ul>
  22. 22. Understanding our customers <ul><li>Demographic </li></ul><ul><ul><li>Race </li></ul></ul><ul><ul><li>Employment </li></ul></ul><ul><ul><li>Education </li></ul></ul><ul><ul><li>Disability </li></ul></ul><ul><li>Source: </li></ul><ul><ul><li>www.neighbourhood.statistics.gov.uk </li></ul></ul>
  23. 23. Race Statistic Bolsover District East Midlands England White 99% 94% 90% Asian <0.4% 4% 5% African <0.1% 1% 1% Other <0.5% 1% 4%
  24. 24. Employment Statistic Bolsover District East Midlands England Economically active employees Full-time 36% 42% 42% Economically active employees Part-time 12% 14% 13% Economically active Self-employed 5% 9% 10% Economically active unemployed 4% 3% 4% Economically active student 1% 4% 4% Economically inactive Retired 15% 15% 15% Economically inactive Looking after home and family 7% 7% 7% Economically inactive Permanently sick / disabled 10% 6% 5%
  25. 25. Education Statistic Bolsover District East Midlands England People aged 16-74 with: No qualifications 44% 34% 30% People aged 16-74 with: Highest qualification attained level 1* 20% 19% 17% People aged 16-74 with: Highest qualification attained level 2* 19% 20% 21% People aged 16-74 with: Highest qualification attained level 3* 6% 9% 10% People aged 16-74 with: Highest qualification attained level 4* 11% 18% 22%
  26. 26. Disability Statistic Bolsover District East Midlands England People with a limiting long term illness 26% 18% 17%
  27. 27. Managing our content <ul><li>Analytics </li></ul><ul><ul><li>Visitors </li></ul></ul><ul><ul><li>Browsers </li></ul></ul><ul><ul><li>Search keywords </li></ul></ul><ul><ul><li>Traffic sources </li></ul></ul><ul><ul><li>Landing pages </li></ul></ul><ul><ul><li>Top pages / tasks </li></ul></ul><ul><li>Source: </li></ul><ul><ul><li>socitm.govmetric.com </li></ul></ul><ul><ul><li>www.google.com/analytics </li></ul></ul><ul><ul><li>www.w3schools.com/browsers/browsers_stats.asp </li></ul></ul>
  28. 28. Visitors (average monthly) <ul><li>www.bolsover.gov.uk </li></ul><ul><li>Visits (20,000) </li></ul><ul><li>Unique Visits (15,000) </li></ul><ul><li>Page views (80,000) </li></ul><ul><li>Pages per visit (4) </li></ul><ul><li>Time on site (3mins) </li></ul>
  29. 29. Browsers <ul><li>www.bolsover.gov.uk </li></ul>Statistic Bolsover District World Internet Explorer 80% 29% Firefox 12% 44% Chrome 5% 21% Other 3% 6% Statistic Bolsover District World IE 8 60% 62% IE 7 25% 23% IE 6 15% 15%
  30. 30. Search keywords <ul><li>www.bolsover.gov.uk </li></ul><ul><li>bolsover district council </li></ul><ul><li>bolsover council </li></ul><ul><li>bolsover </li></ul><ul><li>bolsover castle </li></ul><ul><li>www.bolsover.gov.uk </li></ul><ul><li>creswell leisure centre </li></ul><ul><li>bolsover district council planning </li></ul><ul><li>kissingate leisure centre </li></ul><ul><li>bolsover dc </li></ul><ul><li>bolsover jobs </li></ul>
  31. 31. Traffic sources <ul><li>www.bolsover.gov.uk </li></ul><ul><li>google / organic </li></ul><ul><li>(direct) / (none) </li></ul><ul><li>bing / organic </li></ul><ul><li>yahoo / organic </li></ul><ul><li>facebook.com / referral </li></ul><ul><li>aol / organic </li></ul><ul><li>local.direct.gov.uk / referral </li></ul><ul><li>direct.gov.uk / referral </li></ul><ul><li>4barsrest.com / referral </li></ul><ul><li>themouthpiece.com / referral </li></ul>
  32. 32. Landing pages <ul><li>www.bolsover.gov.uk </li></ul><ul><li>NB. Analytics results with the old product: </li></ul><ul><ul><li>/Default?PageID=0 (home page) </li></ul></ul><ul><ul><li>/Default?PageID=3872 </li></ul></ul><ul><ul><li>/Default?PageID=8877 </li></ul></ul><ul><ul><li>/Default?PageID=9100 </li></ul></ul><ul><ul><li>/Default?PageID=4383 </li></ul></ul><ul><ul><li>/Default?PageID=8393 </li></ul></ul><ul><ul><li>/Default?PageID=3229 </li></ul></ul><ul><ul><li>/Default?PageID=6971 </li></ul></ul><ul><ul><li>/Default?PageID=5051 </li></ul></ul><ul><ul><li>/Default?PageID=2885 </li></ul></ul>
  33. 33. Landing pages <ul><li>www.bolsover.gov.uk </li></ul><ul><li>Interpreted analytics results: </li></ul><ul><ul><li>/ (home page) </li></ul></ul><ul><ul><li>Environment overview </li></ul></ul><ul><ul><li>Bolsover brass festival </li></ul></ul><ul><ul><li>Contact us </li></ul></ul><ul><ul><li>Council news </li></ul></ul><ul><ul><li>Bolsover castle </li></ul></ul><ul><ul><li>Planning applications home </li></ul></ul><ul><ul><li>Creswell leisure centre overview </li></ul></ul><ul><ul><li>Council tax home </li></ul></ul><ul><ul><li>Housing benefit overview </li></ul></ul><ul><ul><li>Current vacancies </li></ul></ul>
  34. 34. Top pages / tasks <ul><li>www.bolsover.gov.uk </li></ul><ul><li>Analytics results with the new product: </li></ul><ul><ul><li>/ (home page) </li></ul></ul><ul><ul><li>Environment </li></ul></ul><ul><ul><li>Planning applications </li></ul></ul><ul><ul><li>Viewing applications </li></ul></ul><ul><ul><li>Contact us </li></ul></ul><ul><ul><li>Current vacancies </li></ul></ul><ul><ul><li>Jobs and careers </li></ul></ul><ul><ul><li>Housing </li></ul></ul><ul><ul><li>Leisure and culture </li></ul></ul><ul><ul><li>Planning </li></ul></ul><ul><ul><li>Council and democracy </li></ul></ul>
  35. 35. Summary <ul><li>Customer understanding: </li></ul><ul><ul><li>The demographic distribution of Bolsover's population </li></ul></ul><ul><ul><li>Need to tailor content accordingly </li></ul></ul><ul><ul><li>What they are looking for (information) </li></ul></ul><ul><ul><li>What they wanted to do (tasks) </li></ul></ul><ul><li>Characteristic understanding: </li></ul><ul><ul><li>The browser technology used </li></ul></ul><ul><ul><li>Content search behaviour </li></ul></ul>
  36. 36. Chapter 2 – The solution <ul><li>Proposal </li></ul><ul><li>The open source project </li></ul><ul><li>Implementation </li></ul><ul><ul><li>Architecture </li></ul></ul><ul><ul><li>Project </li></ul></ul><ul><ul><li>Product </li></ul></ul><ul><li>Migration </li></ul><ul><li>Testing </li></ul><ul><li>Going live </li></ul>
  37. 37. Proposal <ul><li>We need to change this! </li></ul><ul><li>Use something that is... </li></ul><ul><ul><li>Minimal expense </li></ul></ul><ul><ul><li>Readily available </li></ul></ul><ul><ul><li>Easy to use </li></ul></ul><ul><ul><li>Etc... </li></ul></ul><ul><li>So... </li></ul><ul><ul><li>What about open source? </li></ul></ul>
  38. 38. <ul><li>Research </li></ul><ul><li>Compare </li></ul><ul><li>Test the options </li></ul><ul><li>Choose the system </li></ul>The open source project
  39. 39. <ul><li>What is out there? </li></ul><ul><ul><li>Systems used by other local authorities </li></ul></ul><ul><ul><li>E-Gov Register by Brent (now SOCITM Applications register) </li></ul></ul><ul><li>Online resources </li></ul><ul><ul><li>Over 6 million results on Google for “open source cms” </li></ul></ul>Research
  40. 40. <ul><li>www.idealware.org/reports/2010-os-cms </li></ul>Research
  41. 41. <ul><li>www.cmsmatrix.org </li></ul>Compare
  42. 42. <ul><li>www.opensourcecms.com </li></ul>Test the options
  43. 43. Choose the system <ul><li>www.joomla.org </li></ul><ul><li>Product: </li></ul><ul><li>Advantages </li></ul><ul><ul><li>Recognised </li></ul></ul><ul><ul><li>Freely available resources </li></ul></ul><ul><ul><li>Easy to use </li></ul></ul><ul><ul><li>Modular </li></ul></ul><ul><ul><li>Scalable </li></ul></ul><ul><li>Most importantly - Meets our requirements! </li></ul>
  44. 44. Implementation (Architecture) <ul><li>Architecture </li></ul>
  45. 45. Implementation (Project) <ul><li>Project </li></ul><ul><ul><li>Meet corporate target deadline (mid 2010) </li></ul></ul><ul><li>Milestones included… </li></ul><ul><ul><li>Formalising content structure e.g. internal vs. external </li></ul></ul><ul><ul><li>Simplifying the navigation e.g. Context menus </li></ul></ul><ul><ul><li>Template design e.g. layout / look and feel </li></ul></ul><ul><ul><li>Verifying compliance with standards e.g. W3C validation </li></ul></ul><ul><ul><li>Ensuring accessibility guidelines met e.g. WAI </li></ul></ul><ul><ul><li>Creation of test plans </li></ul></ul>
  46. 46. Implementation (Product) <ul><li>Product Info </li></ul><ul><ul><li>www.joomla.org </li></ul></ul><ul><li>Support </li></ul><ul><ul><li>forum.joomla.org </li></ul></ul><ul><li>Development </li></ul><ul><ul><li>extensions.joomla.org </li></ul></ul><ul><li>Resources </li></ul><ul><ul><li>community.joomla.org </li></ul></ul><ul><li>Training </li></ul><ul><ul><li>docs.joomla.org </li></ul></ul><ul><li>It’s all free and online </li></ul>
  47. 47. Implementation (Product) <ul><li>Issues: </li></ul><ul><ul><li>Generic CMS e.g. out the box basic features only </li></ul></ul><ul><li>Warnings: </li></ul><ul><ul><li>Extensions - not all are up to standard </li></ul></ul><ul><ul><li>Modules - read the reviews </li></ul></ul><ul><li>Advice: </li></ul><ul><ul><li>On every issue, someone has previously tried to walk our path </li></ul></ul><ul><ul><li>Straight forward to override presentation / functionality </li></ul></ul>
  48. 48. Migration <ul><li>Did not import / migrate back-end DB </li></ul><ul><ul><li>Decided against using import extensions </li></ul></ul><ul><li>Forced content review </li></ul><ul><li>Removed the ROT... </li></ul><ul><ul><li>Redundant – press release history </li></ul></ul><ul><ul><li>Outdated -20% of pages not updated for over 5 years </li></ul></ul><ul><ul><li>Trivial – news stories about the 2007 fireworks display </li></ul></ul><ul><li>Total pages reduced by 75% </li></ul><ul><li>Only relevant content used in new CMS </li></ul>
  49. 49. Testing <ul><li>Test... </li></ul><ul><li>Test again... </li></ul><ul><li>Test some more... </li></ul><ul><li>Finally </li></ul><ul><ul><li>Sign off test scripts </li></ul></ul>
  50. 50. Going live <ul><li>Project started 1 st March 2010 </li></ul><ul><li>Website launched 30 th June 2010 </li></ul>
  51. 51. Chapter 3 – The review <ul><li>Success metrics </li></ul><ul><li>Learn </li></ul><ul><li>AIM to be better </li></ul><ul><li>The website today </li></ul><ul><li>Next steps </li></ul><ul><li>Conclusion </li></ul>
  52. 52. Success metrics <ul><li>Short term </li></ul><ul><li>Medium term </li></ul><ul><li>Long term </li></ul>
  53. 53. Short term <ul><li>Increased customer satisfaction </li></ul><ul><ul><li>SOCITM website satisfaction survey </li></ul></ul>
  54. 54. Short term <ul><li>Increased customer satisfaction </li></ul><ul><ul><li>SOCITM website satisfaction survey </li></ul></ul>
  55. 55. Medium term <ul><ul><li>Increased ROT management </li></ul></ul>
  56. 56. Medium term <ul><ul><li>Increased ROT management </li></ul></ul>
  57. 57. Long term <ul><ul><li>Increased take up </li></ul></ul><ul><ul><li>Community involvement </li></ul></ul>
  58. 58. Long term <ul><ul><li>Increased take up </li></ul></ul><ul><ul><li>Community involvement </li></ul></ul>
  59. 59. Learn <ul><li>Feedback </li></ul><ul><ul><li>Very difficult to see blue links on blue text </li></ul></ul><ul><ul><li>make sure that every area is included. its not the first time that BOLSOVER council has missed off info about bolsover and promoted other areas. </li></ul></ul><ul><ul><li>the use of pale blue writing is NOT GOOD it is hard to distinguish from the fade across background please use NAVY BLUE this would increase contrast and improve visibility.there is lots of unused space on the left why not have a wider panel this would allow for the multi-colour selections to be in a larger font yet still occupy only one line. The compliments and complaints form was not easy to find I had no result for compliment when i did a search!!! don't you want good feedback? make a compliments line as a choice on the left! </li></ul></ul>
  60. 60. AIM to be better <ul><li>Analyse </li></ul><ul><ul><li>Analytics continued </li></ul></ul><ul><li>Identify </li></ul><ul><ul><li>What’s still not right? </li></ul></ul><ul><li>Modify </li></ul><ul><ul><li>Redevelopment </li></ul></ul>
  61. 61. Analytics continued <ul><li>In-page analytics </li></ul>
  62. 62. Analytics continued <ul><li>In-page analytics </li></ul>
  63. 63. Improve <ul><li>Tasks </li></ul><ul><li>Transactions </li></ul>
  64. 64. Improve <ul><li>Information </li></ul>
  65. 65. Improve <ul><li>Associations </li></ul>
  66. 66. Modify <ul><li>Get the results </li></ul><ul><ul><li>very good on the whole. </li></ul></ul><ul><ul><li>&quot;great to see that you are looking at further improvements and customer satisfaction. keep up the good work!“ </li></ul></ul><ul><ul><li>So much better than before. The layout is clear, easy to use. I find it much easier to get to the information I want now. </li></ul></ul>
  67. 67. The website today <ul><li>www.bolsover.gov.uk </li></ul>
  68. 68. The website today <ul><li>www.bolsover.gov.uk </li></ul>
  69. 69. Next steps <ul><li>Syndication </li></ul><ul><li>Real time interactivity </li></ul><ul><li>Subscriptions </li></ul>
  70. 70. Syndication <ul><li>NHS choices </li></ul>
  71. 71. Syndication <ul><li>NHS choices </li></ul>
  72. 72. Syndication <ul><li>NHS choices </li></ul>
  73. 73. Real time interactivity <ul><li>Street-scene </li></ul>
  74. 74. Subscriptions <ul><li>E-newsletters </li></ul>
  75. 75. Conclusion <ul><li>Website development status before 1 st March 2010 </li></ul>
  76. 76. Conclusion <ul><li>Website development status post 30 th June 2010 </li></ul>
  77. 77. Conclusion <ul><li>The wheels of continual website development rotate... </li></ul><ul><li>Better when they are round rather than square! </li></ul>
  78. 78. Suggestions for further reading <ul><li>Alternatively... </li></ul><ul><li>Why not create your own story? </li></ul>
  79. 79. Also by the same author <ul><li>Development of our Intranet </li></ul><ul><li>Making www.bolsover.gov.uk transactional </li></ul><ul><ul><li>Using CRM self serve functionality (Northgate) </li></ul></ul>
  80. 80. About the author <ul><li>Fil Thurlow </li></ul><ul><li>Web Development Officer </li></ul><ul><li>Bolsover District Council </li></ul><ul><li>Sherwood Lodge </li></ul><ul><li>Bolsover </li></ul><ul><li>Derbyshire </li></ul><ul><li>S44 6NF </li></ul><ul><li>[email_address] </li></ul><ul><li>(01246) 24 25 42 </li></ul><ul><li>www.bolsover.gov.uk </li></ul>
  81. 81. Bolsover’s Story... Thank you