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Published on Monday, January 25, 2016
With 2015 firmly behind us we thought it would be a good time to take a look over some of the work we have done over the past year, as well as look ahead to some of the work we will do in the first part of 2016.
When we made our new website www.carlisle.gov.uk live, we announced that we had finally got to lift off – but this was the beginning of the journey not the end of one.
Rather than being a moment to sit back and relax in the smug glory of a succseful go-live, it was time to start improving the customer-centric site based on lots of live data that was flowing in from real users.
The fact that the site had been in public Beta for a few months meant that the issues were relatively few. Having developed the site entirely using an in-house team meant that any problems could be fixed cheaply within hours or days (I doubt this would have been the case if we had procured from an external provider).
At some points in the journey you did end up feeling condemned to push a huge boulder up to the top of the hill for eternity. Each time we nearly got there it would roll back over us and we would have to start again from the bottom.
As a part of Smarter Servces Delivery, which is the programme that is seeking to deliver multiple digital transformation strands, I have learnt a lot since I joined the project. I have to admit, I never appreciated the amount of behind-the-scenes work that would be required before we truly got going. However it now feels like we are finally starting to push the boulder on to the top of that hill!
2015 has seen us carry out a lot of preparation for our new website across the content, design and technical work streams. All of this work should put us in a good place to really get going with Smarter Services Delivery phase 2 in the new year.
In 2015 we did the following content work, re-development and end to end to end processes.
A breif summary of the main achivments can be found in this handy infographic.
In 2015 we did the following design work for the re-development:
In 2015 we did the following technical work for the re-development:
While it would be easy to brag that we have delivered a new website, built a range of exciting new portals , developed a new social media strategy, evaluated every city council website in the UK and reviewed over 50 other sites in the space of just over a year, the reality is very different. From the moment we got the green light to set up a specialised digital team to deliver such an important transformation programme, it was was only the culmination of a process that has taken considerably longer.
You may wonder why we decided to use a space rocket as a logo for this site?, well if we follow the space analogy: "We have launched, ditched the thruster's and are safely in orbit".
So, while we might not have reached the stars yet, we are certainly on the way thanks to one of the most talented digital teams in local government.
2016 is shaping up to be another busy year for us. We will be continuing the work of the Smarter Services Delivery project, more to come on this in a blog soon. We will also continue to re-draft content, working to make it as clear to the customer as possible with guided user journeys.
In terms of the main public website, we are gathering feedback as to how it is working for our customers.
Finally, we would like to thank everyone who has helped us with the project so far, from being involved in workshops to drafting content to user testing. It's all part of the hard work thats got us off the ground.
Categories: Customer Journey, Projects
Tags: Ben Renucci