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Published on Thursday, July 02, 2015
Last week we published the latest of our new online forms to carlisle.gov.uk this time for Green Spaces, we have also been looking at how the new Green Spaces pages will look on the beta site. Alongside this we have been working to shift the burden of phone calls from the back office in Green Spaces to Customer Services. This has involved working with the Green Spaces team to look at the nature of the service requests they get and understanding the work and areas of responsibility green spaces cover. That all sounds pretty straight forward, but I have to admit I had my eyes opened to the hugely diverse nature of the requests and the areas green spaces deal with.
We wanted the Green Spaces pages to make it as easy and intuitive as possible for the people who live, work and visit Carlisle to locate our parks and green spaces and quickly find other related stuff, such as parking options and information about the venue, as well as replace the existing Green Spaces on carlisle.gov.uk, which are shall we say looking a little antiquated.
We had plenty of information but very little in terms of transactional ability, and with such a large and diverse area to cover it was hard to see how this would all fit in with our design principles for the new carlisle.gov.uk.
Back to the start for Green spaces then, which meant asking the most important but basic question.
“If I were a customer, what would I want to see?”
For those of you that don't already know Carlisle has some amazing green spaces, many which are right in the heart of the city. It was clear looking at the current site that we were not doing justice to these. This led to some discussions around whether the new site layout and functional design was the best way to showcase and promote our parks and open spaces.
We arrived at the conclusion that maybe something a little different from the largely transactional function driven site we are building was in order. We wanted something more commercial looking for our best loved parks to sit alongside our normal pages.
The idea is a 'mini site' (actually just a few pages on the new carlisle.gov.uk site) that look and feel a lot different.
The Green Spaces work actually only started a few weeks ago, however in those few short weeks we have managed to map out processes and design and build new fully automated forms that link to the CRM and Back office systems. Also, build a new 'mini site' for one of our favourite parks, and transfer calls to Customer Services.
The speed at which this has progressed is mainly due to the fantastic work from our IT guys and girls, but also was made possible by the previous work we have completed on our online forms (more to come on these on a blog near you). I also must mention the great work form the Customer Services team picking up and embracing this challenge, The back office system team in Local Environment for helping us to stick it all together, and last but not least the Green Spaces team for being such willing participants and open to new ideas.
So that just about concludes our story of our adventures in Green Spaces so far. We still have work to do, but we’re hopefully a bit wiser for the experience, but what do you think?
You can check out the Beta version of the new Talkin Tarn pages at : http://newsite.carlisle.gov.uk/talkintarn
Tags: Ben Renucci