Nottingham’sWebsite Review

James Steele

Background

• Nottingham City Council Web Team established in January 2000 in Customer Services

• New website was launched in June 2000• In 2004 the team moved to Communications where we

introduced LiveLink CMS• In 2008 we moved to GOSS ICM and launched a new site• In Sept 2012 we moved again to IT Services and

launched a new site in July 2013 – First phase of a wider channel development programme

Nottingham’s Website Review2000 and 2004

Nottingham’s Website Review2008 and 2013

Nottingham’s Website ReviewWhere we were

• 5000 pages on corporate site• 30% of access to the site from a mobile• Customer feedback

• 55 % good – ‘Excellent information on the page, which meant I could get a collection arranged speedily’

• 37% bad – ‘Very frustrating busy web page’• 2000 pages not reviewed for 12 months +• 400 editors trained with only 40 regularly editing content• Unmanaged information causes confusion – old news

appears current• Key messages were the priority

Searches on Google

Search terms on the website

Analytics

Heat maps

Contact Centre data

Transactional data

Full site audit

Nottingham’s Website ReviewEvidence

https://www.crazyegg.com/

Nottingham’s Website ReviewManagement Principles

• No duplication – information held in one part of the site only• Core services and transactions take precedence• Seasonal items removed out of season• Out of date items removed from corporate site• Content of pages may be changed locally, subject to guidance and approval but new pages require business case• Clear corporate branding for all content• Customers referred elsewhere for general information• No separate websites for Council services, projects or campaigns, secondary branding to be used• Primary web contacts own key sections of the site

Leadership Team

Citizens

Heads of Service

Web authors

Designers

Journey testing

Staff / colleagues

Nottingham’s Website ReviewConsultations and Workshops

Nottingham’s Website ReviewMeasuring Success

Reduction in calls to contact centre

Improved take up of top tasks

Site feedback

Socitm uptake service

Nottingham’s Website ReviewNext Steps

Regular reviews: • Evidence• Top task take up• User journeys• Socitm uptake data

Improvements• Improve the skills of our web authors• Review mobile site• Review 3rd party sites and applications• Introduce Customer Access Portal• Better Connected 2014