Everything starts with our users: Who are they? What are their needs? How do we deliver digital solutions to address those needs?Continue reading “Why is continuous improvement so important?”
A number of organisations are either using or exploring using Chatbots for their customers, either as part of their website service or through social media channels.Continue reading “Why we are not using chatbots for our citizens”
This has been our biggest year in terms of the positive impact on our citizens and the force, and we are incredibly proud of this.Continue reading “2018 – Our Year in Review”
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.Continue reading “How we increased jobs and volunteering views by more than 100%”
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.