The Best Customer Service is No Customer Service? CSBA Website Assessment for Councils

1. The Best Customer Service is No Customer Service?CSBA Website Assessment for Councils - Confidential - PresentedAugust 2013

2. Why is it essential for enquiries to be answered by a good website? • Customer satisfaction often improves with offering services online. Measure it regularly to ensure that it continues to save the council money. Denotes customer satisfaction with each channel Source: - CSBA internal research based on average cost for general enquiries A good website that answering enquiries efficiently will pay for itself many times over. LGPRO Website Assessment Project – June 2013

3. What does a good website look like? It shouldn’t just look good How do you know whether it answers enquiries? You need to measure it, and benchmark it against other websites. LGPRO Website Assessment Project – June 2013

4. CSBA Measurement – We chose 6 of the Best • We selected a mixture of six councils, Metro and Regional • 6 website assessments – one for each council • City of Greater Geelong • City of Boroondara • City of Wyndham • Strathbogie Shire • Latrobe City Council • Frankston City Council • For consistency, we chose the same enquiry – how do I get a rubbish bin replaced? • Results presented on a total, aggregate basis • Wanted to show where some councils were doing things well. LGPRO Website Assessment Project – June 2013

5. Not all websites consistent – opportunities lost LGPRO Website Assessment Project – June 2013

6. Detail for Ease of Use/Ease of Finding Information LGPRO Website Assessment Project – June 2013 • Ease of Use – Navigation from page to page – 11 criteria including; clearly indentified link to home page, easy navigation to previous pages, only company based search results, precise search tab results, site map available, easy to use search tab available, company logo link to home page on all pages, link and webpage titles match, standardisation of colours used for links, appropriate domain name used and appropriate page titles (when not on home page). • Ease of Finding Information- Mouse Search and Search Box Search -  6 criteria for each type of search, including; number of clicks to reach site, relevant webpage found, enquiry resolved, level of enquiry resolution, understandable text responses.

7. How did they go? LGPRO Website Assessment Project – June 2013

8. How did they go? (continued) LGPRO Website Assessment Project – June 2013

9. LGPRO Website Assessment Project – June 2013

10. LGPRO Website Assessment Project – June 2013

11. LGPRO Website Assessment Project – June 2013

12. LGPRO Website Assessment Project – June 2013

13. Broken Bins - Online Forms? Customer has to call the Council Council to repair bin (maybe through contractor) Is it a seamless process for the Customer and the Organisation? Is the form truly online? Council has to process manually, amend records Journey Map the Process – can it be joined up better for the Customer and the Organisation? LGPRO Website Assessment Project – June 2013

14. Why listen to CSBA? • We work closely in Local Government (training/journey mapping/consultancy) to improve organisations • We have worked closely with nearly all the organisations in this room! LGPRO Website Assessment Project – June 2013 We conduct thousands of Local Government Customer Service assessments every quarter

15. Summary and Next Steps • Understand which processes are better handled online • Concentrate on making these processes work seamlessly. • Measure your website using a process that works • Independently benchmark performance against others. LGPRO Website Assessment Project – June 2013 • Give Value for Money to Customers • Greater customer satisfaction by offering services efficiently online • Save Council Money – concentrate on the services which really matter.