West Berkshire Council

Digital Services Blog

Highlighting the work of our Digital Services Team

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Time Shift

Our website isn't just for when other channels are unavailable

Written on: 3-7-2017

Website Users by Hour of the Day

"24 hour access to our information and services" is how we promoted our website in the past, and it's still true that our online information and services are available day and night, every day.

Things have moved on however, and whilst our website is still well used up until 10pm every weeknight, it sees the most use between 10am and 4pm on working days. In fact at weekends our website only gets half the use it does during the week.

We know this by using Google Analytics to tell us when people use our website.

This is partly because the online information and services we offer are so good that people want to use them, but more than that, it's the way people to expect to interact with a largely service based organisation these days.

We're pleased we can meet the needs of our users by offering better, cheaper services online, whenever they want to use them.

 

 

 

 


Assessing our capabilities

Written on: 7-6-2017

Many services the council offers are supported by a set of basic capabilities. The ability to take a payment, the ability to record a request for service or information, the ability to store and retrieve specialist knowledge, and so on. When they're used to deliver an online service they're often referred to as "digital capabilities".

As part of our digital transformation work, the council's Digital Services Team will be asking all of our departments and the teams in them how they currently provide seven capabilities, and from this we'll build a picture of what we do now, and how we might approach these functions future. Our aim is, where possible, to provide one solution to support these basic functions across the organisation.

The seven capabilities

  • Record and process a request for service or information
  • Take a payment
  • Scan a document and display it electronically
  • Talk to a service user using online chat
  • Record and retrieve professional knowledge
  • Record and process praise, feedback and complaints
  • Send bulk correspondence

We're also already looking at booking a room, place at an event, a resource, or officer time, and administering and running a course.

There are many benefits to this approach. The economy of scale of providing the same IT system across many services and the ability to offer people more joined-up and consistent services. It gives the council the building blocks to transform existing and create new services much cheaper that we're able to currently.

By autumn we should have a broad picture of where we might better use digital capabilities across the organisation to deliver better, cheaper, more joined up services.

 

 


Seeing through the eyes of your users

How your colleagues see things probably isn't the same as your users

Written on: 23-3-2017

Making your digital services and information accessible to all is important. This includes everything from opening up the language so it's understandable by as many people as possible, to designing your forms and templates so they work with screen readers and other accessibility aids.

Something more fundamental than this that affects almost everyone is the size of screen they use, and yet it can often be overlooked. Most websites now use responsive design or even better RESS which is great, but it's important to check how each service or page looks using different screen sizes.

Sometimes colleagues don't understand this, but it's easy to demonstrate the stark contrast between the two groups by comparing screen resolutions. So based on Google Analytics from the whole of 2016 here's how users view the internet:

 

1.768x102426.41%
2.360x64018.57%
3.375x66718.19%
4.320x56817.34%
5.414x7362.77%

 
and here's how colleagues see the internet
 

1.1280x102471.29%
2.1024x8194.81%
3.1366x7683.64%
4.1440x9603.59%
5.1440x9003.57%

 

so when building a service or designing content, to make sure it's accessible to all, remember to see through the eyes, or to be more exact the screens of you users.


Services so good people want to use them

We aimed to get more people to use our online services and information. How did we do?

Written on: 14-3-2017

In 2014, as part of our Choose Digital Project, we launched two new websites, one hosting over 100 online services, the other focusing on easy to understand information. The aim was to make our websites so good people used them over traditional channels.

To measure the success of the project we looked at website sessions, calls to our contact centre and direct calls to officers' phones.

Of course there are other methods of contact, face-to-face and email for example, but we have no consistent measure for them across the whole of the council.

Where we do measure them they're a tiny proportion of contact; for example less than 10% of requests for service to our Highways and Transport Service come via email.

What we found is a 15% shift from phone to online, and the latter is now our primary channel for contact with our customers, with a 60% vs 40% split between online and phone in the last quarter. 

We asked residents to choose digital and our analysis shows that more and more are doing so.

 


Booking Dot West Berkshire

Re-designing how the council takes bookings

Written on: 6-10-2016

Calendar

If you've heard of digital transformation you'll probably know it means re-designing the services an organisation offers, so they use the internet to better meet the needs and expectations of residents. Without the jargon, what it really means is re-designing how our services work so they're cheaper to run and are available to you 24/7.

From arranging someone to officiate your wedding, to booking a slot to speak at a planning committee, there are lots of things our residents can book with us and we're starting to look at this as part of our digital transformation work. To help us with this we're asking for five minutes of your time to fill in a short survey on what you book online now please.

Whether you live in West Berkshire or not we'd be really grateful if you could take part in the survey here and share it with others please. Your answers will help us provide an improved service that better meets your needs,