Making improvements for Website takeup service – Terry Madgwick


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Making improvements for Website takeup service – Terry Madgwick

  1. 1. Website take-up service developments Terry Madgwick
  2. 2. Current subscribers <ul><li>128 councils now subscribe </li></ul><ul><li>Shire counties 16 </li></ul><ul><li>Shire districts 41 </li></ul><ul><li>London boroughs 10 </li></ul><ul><li>Metropolitan districts 15 </li></ul><ul><li>English unitaries 17 </li></ul><ul><li>Welsh unitaries 22 </li></ul><ul><li>Scottish unitaries 9 </li></ul><ul><li>+ 9 more LAs implementing </li></ul><ul><li>Features </li></ul><ul><li>Results from survey for own council and peers </li></ul><ul><ul><li>total no of visitors </li></ul></ul><ul><ul><li>profile of visitors </li></ul></ul><ul><ul><li>profile of visits </li></ul></ul><ul><ul><li>quality of experience </li></ul></ul><ul><li>Monthly analysis and newsletter </li></ul><ul><li>Two free places at two </li></ul><ul><li>workshops / year </li></ul><ul><li>Two Insight briefings / year </li></ul>
  3. 3. How the service works <ul><li>Participants place web snippet in site pages </li></ul><ul><li>One in 5 visitors are asked if they will complete the survey </li></ul><ul><li>They are not asked more than once as a cookie is dropped at that time (unless they delete the cookie!) </li></ul><ul><li>The survey screen is launched as visitors leave the site / sub domain, if they have agreed to participate </li></ul><ul><li>There are 16 main questions </li></ul><ul><li>The process also captures total number of visitors </li></ul><ul><li>Supporting reporting software provided including correlations, trends and “raw” data </li></ul>
  4. 4. New questionnaire from Jan 2011 (1) <ul><li>Minimal change to questions </li></ul><ul><li>Note 1: reporting cannot cross years (ie questionnaires) </li></ul><ul><li>Note 2: fresh cookie so resurvey past respondents </li></ul>
  5. 5. Q3 What was the main service area that you were interested in today? <ul><li>Need to review 22 options </li></ul><ul><li>Choice heavily influenced in 2008 by N1 14 (now defunct) </li></ul><ul><li>Top 10 categories only make up around 62% of total visits </li></ul><ul><li>Large ‘other’ category (typically 20%) </li></ul>
  6. 6. Review of service areas in Q3 <ul><li>Adult/further education </li></ul><ul><li>Building control </li></ul><ul><li>Bus information </li></ul><ul><li>Council business </li></ul><ul><li>Council tax </li></ul><ul><li>Electoral register </li></ul><ul><li>Environmental health </li></ul><ul><li>Events information </li></ul><ul><li>Family history </li></ul><ul><li>Highways </li></ul><ul><li>Housing </li></ul><ul><li>Job vacancies </li></ul><ul><li>Leisure facilities </li></ul><ul><li>Libraries </li></ul><ul><li>Licensing </li></ul><ul><li>Parking </li></ul><ul><li>Planning </li></ul><ul><li>Rubbish collection </li></ul><ul><li>Schools/youth </li></ul><ul><li>Social care </li></ul><ul><li>Trading standards </li></ul><ul><li>Other </li></ul>
  7. 7. New questionnaire from Jan 2011 (2) <ul><li>Any further ideas??? </li></ul><ul><li>One subscriber asked if we could offer optional “which page/s do your comments refer to?” – is this a good idea or should we restrict our attention to a) visitor profile and b) overall experience of the visit? </li></ul>
  8. 8. Other imminent developments (1) <ul><li>Customer Centric Index (with Gerry McGovern) </li></ul><ul><li>... A very useful diagnostic tool that pinpoints what your website visitors think works and does not work - ideal when planning major changes to navigation, search and other key aspects of your website. </li></ul><ul><li>Components </li></ul><ul><li>Scores on experience with website </li></ul><ul><li>Visitor type </li></ul><ul><li>Reason for visit </li></ul><ul><li>Chargeable (similar to Website take-up service ) and can use the same pop-up mechanism. </li></ul>
  9. 9. Other imminent developments (2) <ul><li>Google Analytics – data comparisons </li></ul><ul><li>Research with several invited councils now under way, more details in the autumn </li></ul><ul><li>If successful, operational service later in year (will be chargeable) </li></ul><ul><li>Benefits of understanding customer journeys, and sharing similar information with other councils </li></ul>
  10. 10. Review of day <ul><ul><li>Comments about today? </li></ul></ul><ul><ul><li>Comments about the service as a whole? </li></ul></ul>Thank you for coming
  11. 11. Next event for web teams <ul><li>Building perfect </li></ul><ul><li>council websites ’10 </li></ul><ul><li>Olympia 2, London </li></ul><ul><li>Wed 14 July 2010 </li></ul>
  12. 12. Next time … <ul><li>December 2010 </li></ul><ul><li>Look out for details in monthly newsletter </li></ul>