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Renfrewshire Community Website

Renfrewshire Community Website. 9 October 2007. www.renfrewshire.gov.uk. We haven’t got a good webcam……. … or neat services menus……. ..or a complete set of online services. but we’ve had some good results. launched Nov 2005 SPIN / Socitm Scottish public sector website of the year 2007

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Renfrewshire Community Website

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  1. Renfrewshire Community Website 9 October 2007

  2. www.renfrewshire.gov.uk

  3. We haven’t got a good webcam……..

  4. …or neat services menus……

  5. ..or a complete set of online services

  6. but we’ve had some good results • launched Nov 2005 • SPIN / Socitm Scottish public sector website of the year 2007 • one of seven Scottish transactional sites • Internet Crystal Mark accredited • good population : user ratio • top quartile Site Morse rating • but all success is transient

  7. Review of the site build 2005-07

  8. Review of the site build 2005-07(2)

  9. Organisational set-up • Communcations and New Media team determine editorial content /site structure • Web Development Team determine technical aspects of the site • departmental authors and approvers provide content • CNM team corporately approve content and monitor the development plans • CNM team do marketing and promotion work with departments • two working groups for project management and technical changes

  10. 2005 - site build principles • navigation: copy Socitm best practice • use of LAWS categories for sorting content • capable of ‘AA’ accessibility rating • Plain English accredited • Community ‘portal’ theme • ‘demand led’ approach

  11. Site at launch 31/10/05

  12. 2006 - Socitm audit outcomes • rushed site launch in evidence in places • short on transactions • design aspects commended • a ‘compelling user experience’

  13. Development plan • used ‘Better Connected - Aiming High’ as a template for our web development plan • based on a comprehensive annual site audit • added input from the Plain English Campaign and Audit Scotland • target was to complete as many ‘Ensure that..’ items • ‘consider’ items where possible

  14. Development plan (2) • target date was the November audit - a 10 month development plan • most work was in the 3 month Aug - Oct period • NonStopGov commissioned to provide the transactions • we assessed our plan progress at 70% at the Socitm review start • incomplete items carried forward into the current plan

  15. a ‘demand led’ approach • customer service strategy : continuous improvement needs continuous feedback • supply what people tell you they want, not what you think they need

  16. Some improvements to make … ‘we know we can do better because our website users tell us how to improve the site through a constant stream of feedback. This is processed into new web development work’ ‘this is part of a demand- led approach that underpins a lot of what we do’

  17. Feedback mechanisms • Neilsen NetRatings • WebTrends • Eforms - complaints • Specialised audits - Socitm, Plain English and Audit Scotland • usability and accessibility reviews • public services panel • selective marketing – best impact • recruitment - case study

  18. Nielsen NetRatings

  19. Nielsen NetRatings- feedback

  20. eforms

  21. Feedback – usability

  22. Feedback -accessibility • WAI Checkpoints Failed/Nearly Passed • Priority 1 Checkpoints • Failed : 6.3 • Nearly Passed : 2.1, 12.1 • Priority 2 Checkpoints • Failed : 2.2, 3.2, 3.6, 7.5, 10.1, 11.1, 11.2, 13.2, 13.4, 12.4, 6.4, 9.2 • Nearly Passed : 3.1, 3.3, 3.4, 3.5, 13.1

  23. Removing clutter

  24. Removing clutter (2)

  25. The new plan • Socitm ‘Better Marketed’ website marketing report • annual programme of news and features • more functionality • more interaction – SurveyMonkey • Citizen’s Account - new self service transactions?

  26. The new plan - growing pains • resource lag • responding to customer demand quickly • intranet development • ‘done the web’

  27. Technical information • IBM WCM content management system • Realise plc design • Nonstop Gov eforms • LocalView mapping • Socitm site audit • User Vision usability and accessibility audits • Lotus Notes databases • Plantech planning applications • Anite, Swift, …

  28. Thank you Q & A? • Nigel Goldsmith • Communications and Mew Media Manager • Renfrewshire Council • HQ North Building • Cotton Street • Paisley • PA1 1 BU • 0141 840 3620 • nigel.goldsmith@renfrewshire.gov.uk

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