We have seen significant growth in the use of our online services, by an astonishing 114% in just 18 months. Digital services that launched only 6 months ago are already taking over 50% of reports compared to phone calls on our 101 line. This significant shift has resulted in a big reduction in our 101 and 999 call abandonment rate.Continue reading How we increased digital service uptake by 144% in 18 months
We launched our Intranet a couple of years ago and have been continually working on ensuring it’s content meets the needs of our employees, allowing them to self-serve and access information that helps them to serve the public better. Continue reading How we are progressing our Digital Employee Experience (DEX) with decision-making tools, working with HR and online forms.
We have recently revamped the jobs and volunteer section on our website with a focus on user needs and user goals.
Our new intranet has just picked up its second award, this time claiming top-prize.
Earlier this year we started on a journey to significantly enhance our digital services to the public by focusing on building a new online form system. We called this system Formation.
You’ll forgive a bit of self publicity but we have been announced as a winner of the Global Step Two Intranet & Digital Workplace awards.
We’ve had a busy few weeks. Our new forms solution has gone live in an initial Beta trial.
Forms are the lifeblood of our digital service to the public. They allow citizens to interact with us, either giving us or requesting information, often of a sensitive nature.
There is little that makes someone feel more valued than feeling that their opinion matters. It’s a good feeling and we have seen how that positivity and a resulting sense of ownership can help spread awareness during the rollout of a new enterprise wide intranet platform.
2016 means our website has hit its third birthday in January 2017.
During 2016 the development team were busy improving some police facing systems, including building our new intranet, but they also spent a good amount of time on the website improving the platform by refining existing functionality (known as refactoring), improving performance and adding new functionality. The content team also worked on a number of areas to improve the public experience.