a – z of council/public services and knowledge base project event knowing what you deliver and...
DESCRIPTION
A –Z Project Deliverables A Scottish version of the Local Government Services List (LGSL). Mapped to the top 46 ESD categories A model Scottish A – Z index (incorporating local synonyms) A Scottish Navigation Structure mapping to the Integrated Public Sector Vocabulary (IPSV) Scottish additions to the IPSVTRANSCRIPT
A – Z of Council/Public Services and Knowledge Base Project Event
Knowing what you deliver and allowing your customers easy access
Peter EnglishPeter EnglishEast Dunbartonshire CouncilEast Dunbartonshire Council
Project Rationale• A viable and consistent approach for delivery of council and
other public services
• To deliver information and public services first time …. Every time!
• Re-design services and systems around the needs of the customer
• Provide staff with the skills, the tools and the knowledge to deliver first time services
A –Z Project Deliverables• A Scottish version of the Local Government Services
List (LGSL). Mapped to the top 46 ESD categories
• A model Scottish A – Z index (incorporating local synonyms)
• A Scottish Navigation Structure mapping to the Integrated Public Sector Vocabulary (IPSV)
• Scottish additions to the IPSV
Benefits – The full package
Local Government Service List
(aka The PID List)
Local authority services
Local Government Directory List
The directory structure of a typical council
Por417.vsd
Local Government Interaction List
Interaction types
Local Government Classification
SchemeUsed to construct a file plan for records
management
Integrated Public Sector VocabularyTerms describing
public sector resources
extended with Scottish terms
Local Government Audience ListThe types of
people at whom local government
resources are aimed.
Local Government Navigation List(English) Local
authority Web site navigation structure
Services in eachNavigation branch
Subject headings for each service
Service audience profiles
Interactions applicable
to each service
Departments responsible
for each service
File plan location for documents
for each service
English local authority Web site A-Z
Scottish local authority Web site A-Z
Services locatedWithin the menu structure
Scottish subset of LGSL,
extended for Scottish services
Scottish subset of LGSL,
extended for Scottish services
Scottish local authority model
navigation structure
Benefits - Scottish Services List
• Standard list of customer-facing council services
• Record of actual and potential electronic service provision by process area and interaction type
• Forms and FAQs mapped to particular services
Benefits - Scottish Navigation Structure • Commitment to customer-facing concepts
• Navigational structure tailored to Scottish needs
• Poly-hierarchical – Information under multiple headings to cater for different interpretations of concepts.
• Mapped to the IPSV
Benefits – A-Z • Standard directory of council and other
public services
• A channel for people not comfortable with search or ‘drill-down’
• Local terms used for entries
Conclusion • Multiple paths to information: A – Z, ‘drill
down’, FAQs, search
• An information architecture geared to council AND customers’ needs
• Mappings from services list to forms and FAQs
