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Informed Residents: Informed Residents: Joint Needs, Joint SolutionsJoint Needs, Joint Solutions
IntroductionIntroduction
Demand on councils for local information – the role of the Internet
Informed residents and satisfaction levels
Challenges and solutions
The contribution of NHS Choices – syndicating content (free) on to your website
Visits to council websitesVisits to council websites
1 in 3 adults visits a local council website every month
Web dominant channel for councils 70% web 13% face-to-face 17% telephone
2010 Visits Annual % + / -
January 37.7m + 37%
February 26.8m + 5%
March 30.8m + 7%
April 26.8m + 21%
SOCITM, 2010
Why? Why?
Jobs Library services Schools Refuse collection Planning Family history
Looking for information on local services is the most popular use of all government and local government websites
Oxford Internet Survey, 2009
Health informationHealth information
Health is the 2nd most popular type of information requested of councils
Based on analysis of top tasks of customer requirements
Website survey Search terms Calls to contact centre Poll of 2000 local people
SOCITM, May 2010
Satisfaction Satisfaction
21% did not find what they were looking for (up 9% on previous year) 10,300 visitors per council (average) Increase in telephone enquiries Increase in operational costs
18% decrease in satisfaction
Informed rating linked to satisfaction with council
CHANNEL COSTS
Face-to-face
£7 - £8
Phone £3 - £4
Web < 50pSOCITM Insight, 2009
At a glance At a glance
UK’s largest health website Health A-Z (800+ conditions) Find Local Services Carers Direct
8 - 9 million users each month Magazine style format – written
by journalists, personal stories Tools and videos High quality, trusted User tested Service user feedback –
hospitals, GPs
At a glanceAt a glance
Testimony Testimony
Councils using contentCouncils using content
71 councils applied 35 signed agreements 9 ‘live’ Incorporated into your ‘look
and feel’ Customer experience
enhanced
Applications submitted (36)Applications submitted (36)
Birmingham Dudley
Bristol Epping
Calderdale Essex
Cheshire East Gateshead
Chesterfield Haringey
Chichester Hertfordshire
City of London Islington
Corby Kent
Denbighshire Lambeth
Lancashire Scarborough
NI Direct Stockton-on-Tees
North Hertfordshire Surrey Heath
North Warwickshire Warwickshire
Reading West Norfolk
Rochdale West Sussex
Rugby Westminster
Ryedale Worcester
Sandwell Wychavon
Signed agreements (26) Signed agreements (26) and live (9)and live (9)
Returned signed agreements
Allerdale Hyndburn Basildon Isle of Wight Bolton LewishamCambridgeshire LincolnshireCheshire West & Chester HillingdonChiltern NorfolkDerbyshire North LincolnshireEast Cambridgeshire North Tyneside East Riding OldhamElmbridge KingstonGreenwich SalfordHerefordshire South TynesideHertfordshire Torbay
Using NHS Choices
Bracknell ForestBrentCamdenEdenHarrowKirkleesLichfieldSeftonStratford-upon-Avon
Concluding comments Concluding comments
Check with your web editor
Beware your legal team
Come to the NHS Choices stand
[email protected] 0207 972 5055
“The division between news, commercial activity and public sector services disappears from the users perspective … its all just
information about where they live and services they use”
Fortune Cookie & Private Public Ltd for Capital Ambition
14 April 2010
