Next gen website the future of digital delivery mc
1. 1
NEXT GENERATION WEBSITE
THE FUTURE OF OUR DIGITAL SERVICES
BUT HOW CAN IT HELP ME?
NAME: MARTIN CHANEY
DATE: 30TH MARCH 2016
2. 2
1) Allow customers to self-serve and transact completely
online
2) Provide customers with an experience that is simple and
guided
3) Delight our customers with a personalised service that
anticipates their needs
HertfordshireCountyCouncil–NextGenerationWebsite
3. 3
Designed in a way that means it works for both our citizens and our services
Adopting modern features and styling, meeting our customers growing expectations
Usable by all, including those with disabilities
Moving away from an anonymous website where one size fits does not fit all to a more personal website
Enable greater self service
Solve customer queries by being more helpful and better designed
Guide people to make informed choices
Enable transactions, helping customers know where to start and what to do
Give customers access to everything we do and help them find information and services provided by others
The platform and capability to support our future website needs
HertfordshireCountyCouncil–NextGenerationWebsite
9. 9
HertfordshireCountyCouncil–NextGenerationWebsite
Identify what they need from us
Determine where we put information on the
website
Help decide what we should call things
Work out how well it works for them
462 members of the public on our testing
panel
2,800 customers have already told us what
they need from our new website
500 users have already helped us structure
the new website
800 users have already given us feedback on
the look and feel on the new website
3,000+ individual pieces of feedback and
insight from our customers
11. 11
HertfordshireCountyCouncil–NextGenerationWebsite
% population of
Hertfordshire
% of active website
testing panellists*
Prosperous Positions 35% 48%
Comfortable Families 18% 19%
Striving Singles 14.3% 7%
Comfortable Seniors 9% 11%
Struggling Families 7.2% 6%
Dependent Seniors 5.3% 2%
Modest Heritage 4.9% 4%
Metro Community 4.4% 2%
Social Renters 1.6% 1%
* customers who have completed an online study within the last 5 months
WHICH PERSONAS DO OUR PANELLISTS REPRESENT?
12. 12
HertfordshireCountyCouncil–NextGenerationWebsite
SOME ASSUMPTIONS ABOUT OUR PANEL
Around 25% of active panellists are likely to go
through schools admissions process online
70% are likely to regularly recycle and are
conscious about their environmental impact
15% of panellists are likely to be at greater risk of
crime than the average
80% of panellists are likely to self serve with us
Estimated – based on corporate persona data
15. 15
HertfordshireCountyCouncil–NextGenerationWebsite
FILTER TOOLS – TO HELP CHOICES
Unique interface for mobile
Filter a long list into a selection
that meets your specific needs
Used for Money Advice Unit, Reference Library, Events,
What can I recycle?, Safety cameras and more
21. 21
HertfordshireCountyCouncil–NextGenerationWebsite
A customer channel that works for both you and your
customers
Meeting customers growing expectations with modern features
and styling
Solve customer queries using helpful tools
Help customers make informed choices
More online transactions
A more personal and targeted website experience
The platform and capability to support your future website
needs