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5 trends shaping council websites in 2016
We’ve spent ten years helping Australian
cities deliver better digital services to their communities
Need to find image
that represent
s
5
The days of desktop are numbered
Source: ACMA, June 2015
92%of Australians
have access tothe internet
Source: ACMA, June 2015
70%access the
Internet on a mobile device
Source: ACMA, June 2015
20%Access the internet
ONLY via their mobile device
The elderly Disadvantaged
• Tablets lower the hurdles of traditional computing
• Tablets lower amount of other features needed
• Easy of use of tablets gives older users confidence to do more with their device
• Youth and financially disadvantaged people have limited budgets, and many are therefore choosing to bypass PC’s in favour of mobile phones, which become their primary access point to the internet
Visitors Mobile vs. PC
Source: City of Ryde, 2012 - 2015
Mobile
Desktop
80%
60%
40%
20%
2012 2013 2014 2015 2016
• City of Tea Tree Gully receives 70% visitors from mobile & tablet devices
• New website built mobile first, focused on large, thumb friendly tiles
• Mobile visitors want to complete their tasks quickly, so a large predictive search makes it easy for them
• Pages are light-weight for connection black-spots and have high contrast to accommodate to outdoor environment elements
• Forms are location aware to minimise typing and increase accuracy of data collection. They can also tap into the mobile camera for instant reporting.
• Content itself can also be location aware, to show people their nearest parks, events, road works, etc.
Build for mobile first
4
Complexity is bad for business
• Yarra Ranges Shire put users at the centre of its website, focusing on top tasks
• Following launch most visitors are now finding content without using the main menu
• Devonport followed suite using OpenCities, and has seen an improvement in residents being able to self-service online
• City of Ryde takes simplicity one step further by hiding away the nav menu in favour of search and top tasks
• Simply using the right language can mean the different between a visitor completing their task successfully online or calling into council
• When you can’t avoid acronyms, do use a glossary to help residents understand
• Split long, complicated topics into smaller, more digestible chunks of information
• By answering 2 – 3 simple questions, Tea Tree Gully helps residents access the correct form
• Great Lakes has an ageing population, so on top of making its site easy to use, text-to-speech technology can read out the content on pages and forms to visitors.
Source: U.S. Veterans Benefits Administration
Cost savings achieved thanks to reduced follow-up of customers after simplification of
language
$44,000,000
Australians are blind or vision impaired. A further 3.5 million Australia’s have a physical
disability.
350,000
Source: Vision Australia
Design for users needs
3
Residents WANT to self-service
Internet usage by over 65’s
50%68%
2012 NOW
Source: AMCA, July 2015
Internet usage by over 65’s
Source: AMCA, July 2015
PAYING BILLS, BANKING (55%)
TRANSACTING WITH GOVERNMENT (50%)
SOCIAL MEDIA (20%)
Sutherland Shire Case study
• New website launched in 2015, focused on helping residents complete tasks online
• 64 online forms were created (including council clean up requests, leisure centre memberships, child care applications, bin request forms and event RSVPs)
Today eForms generate…
• 48% - Potholes & Roads requests
• 38% - Blocked Drain requests
• 36% - Graffiti requests
• 26% - Rubbish requests
Online requests submitted, going directly to relevant officer/department
for actioning
552,884+
eCertificates (Zoning, Rates, Outstanding Notices) are issued through council’s
website
10,000+
Build online services, not just websites
2
Residents feel disempowered
Source: Western Australian Electoral Commission, 2015
Non-compulsory voting• Voter turn-out is declining.• Only 27.5% in recent WA
elections.• WA Electoral Commission called
for “online voting” to boost engagement.
Source: Local Government Satisfaction Survey, 2015
Compulsory voting
• “Community consultation and engagement” satisfaction fell for first time since 2012.
• Improvement: Road maintenance, consultation and making decisions in the community’s best interests.
Use of social media in AustraliaAustralians that use some form of social media at least once a
day
18 - 29 79%30 - 39 64%40 - 49 49%50 - 64 37%
65+ 17%
Source: Sensis Social Media Report 2015
Australians visit Facebook every month
14m
• The availability of social media means there’s a power flip
• Anyone has a voice that can reverberate as far as a community will carry it, with spending a cent
• More than every before, Councils need to engage early and frequently with their community
Case Study: City of Ryde
• By leveraging the online channel, Ryde was able to reach a whole new segment of the community and engage in a more meaningful way
• Rather than simply consulting its community around key project, Ryde gives residents full visibility of all council projects, from inception to delivery
• A map-view helps residents understand what’s happening in their area and increases engagement with locals
• From early stages through to complete projects, residents have full visibility of what their rates contributes to
• By allowing residents to submit private feedback or publicly comment on selected projects, Ryde was able to generate healthy conversation from a broad range of stakeholders
• By sharing project successes with its community, Ryde helps residents genuinely feel involved in their community
Create two-way engagement
1
How we do business has changed
Use of government services & info onlineHave you accessed central government information or
transactional services online within the past year?
46% Online and have used a government transaction online
8% Online and have accessed government information online
28% Online and have not used government information or transactions online
6% Offline and willing to get online
12% Offline and unwilling to get online
Source: Digital Landscape Research, Gov.UK 2012
of people are already using or willing to use government services online
88%
Benefits for UsersWhat are your reasons for using government services online?
Source: Digital Landscape Research, Gov.UK 2012
Saves time
Clear and easy to use
I could do it outside office hours
Less hassle than the phone
85%
62%
61%
55%
WALK-IN
TELEPHONE
ONLINE
Benefits for GovernmentBased on total channel cost of delivering exemplar services in UK
Councils
£0.15
£2.83
£8.62
Source: Potential for Channel Shift in Local Gov, SOCITM 2012
Case Study: Gov.UK
• Since 2012, information and services from more than 300 separate departments have been moved to Gov.UK
• So far, Gov.UK has digitised 808 popular and widely accessed services!
• Gov.UK has made data about the uptake of its services publicly available.
• Gov.UK is continually evaluating and building additional services. Australian Federal Government has launched a Digital Transformation Office in the hopes of mirroring Gov.UK’s success
Most people over 65 prefer digital services, and those that don’t have told us that they feel they are too hard to find, non
user-friendly and too complicated.
Source: Australian Digital Transformation Office, July 2015
What about Local Gov?Municipal websites are the digital front door to
a city - a place for sharing information, conducting business, and collecting feedback
about what residents want and need.
Council’s front-door today
Summary1. Start with mobile2. Design for your users3. Build online services4. Engage your community5. Create channel-shift
Resources & next steps:• Happy to send you copy of slides• Talk through any examples you saw
today• See how OpenCities can help your
Council