a – z of council/public services and knowledge base project event knowing what you deliver and...

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

THANK YOUDon Martin

don.martin@eastdunbarton.gov.uk

Peter Englishpeter.english@eastdunbarton.gov.uk

(t): 0141 775 4574