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betterconnected.socitm.net
@btrconnectedbetterconnected.socitm.net @btrconnected
Director, Better Connected programme
Vicky Sargent
Local digital: trends and developments
betterconnected.socitm.net
@btrconnected
Today’s presentation
• About Better Connected• Wider digital context:- Shift to mobile- Growth of customer accounts- Social media, engagement, communities- Digital exclusion
betterconnected.socitm.net
@btrconnected
About Better Connected• Been going since 1999
• Surveys all UK council websites every year
• Tests tasks: 'pay council tax, find out 'how to apply for social housing'
• Team of professional reviewers use structured questionnaire
• Also test access from mobiles, navigation, search and A-Z, and accessibility
• Sites ranked from 1-4 stars on aggregation of survey results
• Headline results and all service reports free-to-view
Betterconnected.socitm.net
betterconnected.socitm.net
@btrconnected
Service reports• We no longer assess 'the
council website', but principally a set of services
• Services now get star ratings and their own report
• Web managers say this has stimulated better conversations about improvement
• Services teams specify and procure the software that customers use online
• Service teams largely determine the customer journey and quality of information that is provided
betterconnected.socitm.net
@btrconnected
Council web pages
• Every council has its own web pages for results
• Pages also provide digital context: population, deprivation, digital exclusion
• We’ve just linked to the digital exclusion heatmap
• We provide information about web visits and Twitter followers
• We are keen to add more relevant open data
• Headline results are free to anyone to view
• Employees of Socitm subscribing organisations can see detailed results and commentary from reviewers
betterconnected.socitm.net
@btrconnected
Results page: renew library book task
• Scores for every question asked are provided
• Scoring system is clear and transparent
• All reviewer comments during and after survey are fed back
• There is a right to reply via comment box
betterconnected.socitm.net
@btrconnected
Service area Task 3&4 starsRubbish & recycling Find out opening times for council tip 78%Schools/youth Apply for secondary school place 78%Leisure Find out about keeping fit 72%Parking Pay parking fine 71%Council tax Pay council tax 62%Housing Find out how to apply for housing 58%Transport & buses Apply for older person's bus pass 48%Libraries Renew a library book 45%Rubbish & recycling Report missed bin 41%Schools/youth Apply for primary school place 41%Planning Object to a planning application 34%Business Register food business 22%
Performance of different services BC2015-16
betterconnected.socitm.net
@btrconnected
Wider digital context: shift to mobile
Access from mobiles
• 80% have websites purposed for mobile
• Up from 26% in 2014
• 68% of sites provide a good or very good experience
• Sites not purposed for mobile lost a star rank
betterconnected.socitm.net
@btrconnected
Wider digital context: growth of customer accounts• Better Connected Digital Management survey in 2015
found:
• 34% of councils with a corporate ‘my account’• 36% planning to introduce one• 30% without one
• We will be repeating the survey this year
• Only 11 councils responding to our 2015 survey had takeup by households > 10%
• In 2015-16 we find evidence of councils ‘forcing’ take up
• How will customer accounts be affected by GDS initiatives like Verify?
• Do customers want a ‘single view’ of their dealings with the council?
betterconnected.socitm.net
@btrconnected
Wider digital context: social media, engagement, communities
2015 report concludes:
• If an organisation’s leaders support social media, this gives the rest of the staff the confidence to embrace it
• There is scope to diversify the range of social media platforms councils are using – to embrace newer platforms such as WhatsApp and Instagram –these are platforms their citizens are engaging with
betterconnected.socitm.net
@btrconnected
Wider digital context: social media, engagement, communities• Better connected has covered social media since our well known
report ‘Twitter Gritters’
• Back then, the issue was anxiety about bandwidth and inappropriate use
• Better Connected digital engagement survey looks at social media activity as well as more direct engagement through email alert sign ups at corporate and service level
• We will repeat this survey this year
• Links to wider initiatives to support/encourage digitally-enabled and networked communities within individual service like libraries and social care
betterconnected.socitm.net
@btrconnected
Wider digital context: digital exclusion
• Exclusion must be a big part of the conversation about local digital
• See links to Digital Exclusion Heatmap from betterconnected.socitm.net
• Hence the involvement of Tinder Foundation and Doteveryone in Better Connected Live
• What proportion of users of of this services are digitally excluded?
• What are key digital opportunities for users of this service?
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