Building a New Website Scarborough Borough Council.
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Transcript of Building a New Website Scarborough Borough Council.
Building a New Website
Scarborough Borough Council
Scarborough Borough Council
WWW.SCARBOROUGH.GOV.UK
• Born of the e-government era• Old commercial software• Old expensive server• Not mobile• Too big• Difficult to maintain• Reduced resource• No external access• Online services restricted to email forms and a few
payments
Scarborough Borough Council
WWW.SCARBOROUGH.GOV.UK
• Mobile first• Open source• Cloud hosted• Smaller• 24/7 editor access• End to end services
Scarborough Borough Council
WWW.SCARBOROUGH.GOV.UK
• Based heavily on GOV.UK• Our version was given the thumbs up by Tom
Loosemore, Deputy Director of the GDS and Ben Terrett, Director of Design at the GDS
WWW.SCARBOROUGH.GOV.UK
Scarborough Borough Council
WWW.SCARBOROUGH.GOV.UK
• Time (or lack of)• Get most things right• Target high-volume, transactional services• Reduce waffle• Fewer hands/more consistency• Fail quickly/fix quickly• Experience• Trust• Common sense
Demo of self-service portal and DASH
Scarborough Borough Council
Scarborough Borough Council
Self serving
• Self • Public portal onto Firmstep • Customer raises cases• View all their Cases• Customer Services also have view• Waste Collection App• Council Tax Balances• Coming Soon:
• NDR• Updated case status
• DASH (Internal Self)• Officers raise cases• Officers continue cases• Officers can close cases
Self Service – promoting ‘channel-shift’
Scarborough Borough Council
Scarborough Borough Council
Telephone greeting
The vast majority of contact with Scarborough Borough Council is made over the telephone. So …
Our main greeting message was changed to incorporate the ‘Do it Online’ key message.
Scarborough Borough Council
Customer contacts
Customer First staff who deal directly with residents over the phoneor face-to-face allows usto promote our online channels. So …
Customers are being asked if they would like to be set up with a self-service account.
Scarborough Borough Council
Scarborough Customer First
With the majority of face-to-face enquiries coming in via the Scarborough Customer First Centre, we wanted to use the space to promote ‘Do it Online’ and self-service. So …
We created a new slideshow for Customer First and Civic Reception with a heavy emphasis on ‘Do it Online’; and put new decals on the Customer First windows to promote our website.
Scarborough Borough Council
Self-service leaflets
After launching the new website and self-service portal and giving it a little time to bed in, we were eager to tell our customers about it and get people to sign up for self-service accounts. So …
We produced a ‘Do it Online’ leaflet for people visiting Customer First and other offices / venues.
Scarborough Borough Council
Letters, etc
We wanted to present a more modern image of our council. So …
We redesigned our letterhead,compliments slips and business cards. We continue to work with Services to incorporate the new artwork on letters that are automatically generated.
Scarborough Borough Council
Helping information to ‘stick’
Staff dealing with customers face-to-face often need to write out phone numbers or other important information for people. So …
We produced some ‘sticky’ notepads for Customer First staff to use. They contain the key ‘Do it Online’ message and are in line with other branded materials.
Scarborough Borough Council
Corporate email signatures
Over the past few years, there looks to have been a scattergun approach to email signatures, with house style seemingly ignored. So …
We are re-establishing a corporate template while crowbarring in some key ‘online’ messages.
Scarborough Borough Council
Bin collection calendar
Refuse collection is a Service delivered to every household in the Borough. So …
We made sure we included some signposting to our website on the bin collection calendar distributed each year.
Scarborough Borough Council
Opportunity to use bin lorries
Our bin lorries reachevery part of theBorough. So …
We negotiated withour colleagues in Cleansing Services to get some space on their bin wagons to promote the ‘Do it Online’ message as well as our social media channels.
Scarborough Borough Council
56,000 A5 council tax ‘inserts’
With 56,000 Council Tax billssent out to every household, the chance to promote self-service in the same mailshot was too good an opportunity to miss. So …
We inserted a ‘Do it Online’ flyer with the bills.
Scarborough Borough Council
What’s next
• More ‘assisted digital’ in Customer First• 2,000 fridge magnets for distribution• Training to Housing Association staff (Yorkshire
Coast Homes)• Digital Inclusion Partnership• More online cross promotion• Funding bids to expand peer-to-peer digital
projects