Post on 26-May-2015
description
transcript
Nottingham’sWebsite Review
James Steele
Background
• Nottingham City Council Web Team established in January 2000 in Customer Services
• New website was launched in June 2000• In 2004 the team moved to Communications where we
introduced LiveLink CMS• In 2008 we moved to GOSS ICM and launched a new site• In Sept 2012 we moved again to IT Services and
launched a new site in July 2013 – First phase of a wider channel development programme
Nottingham’s Website Review2000 and 2004
Nottingham’s Website Review2008 and 2013
Nottingham’s Website ReviewWhere we were
• 5000 pages on corporate site• 30% of access to the site from a mobile• Customer feedback
• 55 % good – ‘Excellent information on the page, which meant I could get a collection arranged speedily’
• 37% bad – ‘Very frustrating busy web page’• 2000 pages not reviewed for 12 months +• 400 editors trained with only 40 regularly editing content• Unmanaged information causes confusion – old news
appears current• Key messages were the priority
Searches on Google
Search terms on the website
Analytics
Heat maps
Contact Centre data
Transactional data
Full site audit
Nottingham’s Website ReviewEvidence
https://www.crazyegg.com/
Nottingham’s Website ReviewManagement Principles
• No duplication – information held in one part of the site only• Core services and transactions take precedence• Seasonal items removed out of season• Out of date items removed from corporate site• Content of pages may be changed locally, subject to guidance and approval but new pages require business case• Clear corporate branding for all content• Customers referred elsewhere for general information• No separate websites for Council services, projects or campaigns, secondary branding to be used• Primary web contacts own key sections of the site
Leadership Team
Citizens
Heads of Service
Web authors
Designers
Journey testing
Staff / colleagues
Nottingham’s Website ReviewConsultations and Workshops
Nottingham’s Website ReviewMeasuring Success
Reduction in calls to contact centre
Improved take up of top tasks
Site feedback
Socitm uptake service
Nottingham’s Website ReviewNext Steps
Regular reviews: • Evidence• Top task take up• User journeys• Socitm uptake data
Improvements• Improve the skills of our web authors• Review mobile site• Review 3rd party sites and applications• Introduce Customer Access Portal• Better Connected 2014