Copyright © Customer Carewords Ltd. November 2, 2011 Customer Top Tasks A model of management for Council Websites

Saving customers' time: Managing council top tasks An introduction Martin Greenwood, Programme Manager Socitm Insight

Moving towards a top tasks approach

Plans for Better connected 2012 Principles Website design should focus on top tasks No longer should organisations aim for the most comprehensive website possible. Less is better! Changes Focus on customer journeys of top tasks Focus on accessibility of top tasks Announce in advance topics of survey Top tasks webinar November 24

Top ten tasks for BC Job vacancies9.43%Apply for job 2.Rubbish collection 8.25% Find rubbish collection day 3.Schools/youth 8.21% Find out school term dates 4.Leisure6.44%Find opening times for local swimming pool 5.Libraries 7.86% Renew library book 6.Planning 4.92% Comment on application 7. Council tax 4.23% Pay council tax 8. Social care / health 2.88% Find out about getting help at home 9. Highways 2.73% Find winter gritting routes 10. Parking 2.73% Pay parking fine Top tasks webinar November 25

Some possible misconceptions We are not saying that: All councils should have these as their top tasks Top tasks should not change during the year All top tasks should be described as Top tasks Top tasks webinar November 26

However, we are saying that.... Most of these tasks are likely to appear in most councils’ top tasks You should know what your top tasks are from evidence The design of your site should be shaped around your top tasks It should not be based on hunch or pressure from above! The customer journey should be smooth, quick and accurate for all tasks Top tasks webinar November 27

Top tasks should simplify design Do we need conventional list of topics down left-hand side popularised by LGNL ? ‘Apply for it, Pay for it, Report it’ structure ? high proportion of space dedicated to council news that we find so often ? Top tasks webinar November 2 8

Moving to a top tasks approach Critical for you to have evidence about your top tasks To do this you should examine all sources of customer access data, offline as well as online You need a clear methodology systematically applied Top tasks webinar November 29

Tasks Pie Chart

Top 20 Tasks

Bottom 20 Tasks

Tasks Pie Chart

Top 20 Tasks

Bottom 20 Tasks

Gender

Gender: Total

Gender: Female

Gender: Male

Customer Centric Index

Voting spread

Customer Centric Index

Overall League Results (21)

Task Performance Indicator

Tasks Pie Chart

Task 5 – Box 1.2 Employment What is the title of Box 1.2 on page 73 of OECD Employment Outlook 2009? Median time on task (sec) =215 Optimal time on task (sec) =81 Task Performance

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Get in touch Martin Greenwood Tel: Mob: Gerry McGovern Mob: Top tasks webinar November 249