Learning from Socitm Better Connected 2012
An event looking at the way in which customer journeys for top tasks were assessed in Better Connected 2012
In the Socitm Better Connected 2012 report, simpler, more focused websites have been rated higher in Socitm Insight's annual survey of all council website. This event will discuss how websites were reviewed against the criteria set by Socitm.
For their 2012 report, Socitm Insight introduced changed criteria to encourage councils to simplify website design and content to meet better the needs of online customers and encourage more people to shift to the web channel.
Reviewers have tested a series of 'top tasks' for:
- Ease of finding the task (eg arrival from Google, use of internal search, use of A to Z, use of information architecture and use of landing pages)
- Ease of completing the task (step-by-step customer journey to completion, promotion of online option, assessment of supporting information)
Overall 83% of GOSS clients either increased or maintained their previously high scores.
The Socitm Better Connected 2012 report highlights examples of best practice, as well as rating each local authority on a scale of 1 to 4. Particular mention in the report was given to 4 star rated websites.
This is a great website, it really feels like the user experience has been carefully considered in the site's creation. SOCITM Better Connected 2012 reviewer
A very strong website - strong top tasks focus from top to bottom; engaging; interactive; highly-featured. It is interesting how, at first glance, the site does not seem all that different from other sites - but in the clarity of its implementation, and the fast routes through to tasks, it is much better than most. SOCITM Better Connected 2012 reviewer
The concept of Top Tasks was evaluated in the 2012 report, an area GOSS have considerable expertise. Examples of this are seen in Craven District Council's website. The reviewers are taking the view that less is better.
Channel Shift experts
GOSS Transformation practitioner, Dave Witts, will be attending the event and will be on hand to share his expertise in top tasks, defining user journeys and channel shift.
Dave Witts @wittser
The event is targeted at web managers and developers, ICT managers with responsibility for the web, customer access and customer service managers, corporate communications managers, corporate and service transformation managers, e-communication and e-service managers.
Date: 18th May 2012
Location: Royal Borough of Kensington and Chelsea Conference Centre
Registration: On the Socitm website.