Web reviews - a value for money service

How effective is your website in supporting self-service? How well does it meet customer needs? How well does its technical platform support the functions you need for service delivery? Organisationally, is the website delivering what is expected of it? We can answer all of these questions in a short, focused review, offered at a fixed price.

The review comprises three separate components, presented in a single report that details the customer perspective,  the technical perspective, and the organisaitonal/strategic perspective.

• Customer perspective - a review of the website by Socitm Insight's Better Connected reviewers, detailing how a typical customer, seeking to complete a task on the website would fare - would they find what they're looking for, and get the service they need, or would they give up and phone the council? Which aspects of the website make it a good experience for them, and which would put them off?
• Technical perspective - a review by our web technical experts, looking at how well the functionality is implemented; is the underlyng content management system up to the job; is it configured in the most appropriate way to deliver what is needed? How are such things as the search mechanism, the payments mechanism and e-forms implemented? Do they make the customer journey quick and easy or do they place barriers in the way?
• Organisational/strategic perspective - based on interviews with senior managers in the council, this focuses on the ownership and governance of the website, its alignment with corporate objectives and with other initiatives such as business change, customer service improvement, and meeting the "digital by default" agenda.

All three components are delivered at a fixed cost of £5,500 - a cost that can be recouped in days in many cases, by implementing the recommended changes arising from it.

 For more information contact info@socitmconsulting.co.uk.