Building website take-up and citizen e-engagement

This event is one of two run annually for subscribers to the Socitm Insight Website take-up service, but is also open to non-subscribers.

The event will be held at The Studio, 7 Cannon Street, Birmingham B2 5EP (5 minutes' walk from Birmingham New St, Moor St and Snowhill stations)

2 free places are available for every Website take-up service subscriber: fees refund for non-subscriber delegates who later take out a subscription

The programme provides information on the latest findings and developments from the service, best practice case studies, and presentations from external speakerson topical issues and items of interest around web management and usage.

Note: demand for places at these events is strong: please book now to avoid disappointment.

Programme highlights:

Shifting activity to self-service has now become a major objective for all public sector organisations. Martin Greenwood of Socitm Insight will present the latest figures from the Website take-up service for 2011 that shed light on website usage, customer satisfaction with the web channel and the degree of success and failure customers are experiencing online.

It is critical to understand what needs to be done behind the scenes to increase self-service. For longer than most councils the East Riding of Yorkshire has been analysing customer contact information as part of a corporate approach to customer management and access. Amanda Wilde, Customer Strategy and Liaison Manager will share the lessons learnt in preparing for channel shift.

Now that changes to the the NHS in England are becoming a reality, it is vital to start thinking about their impact on council websites. Herefordshire Council was a pioneer council in merging with its primary care trust (PCT). Ellen Pawley, Knowledge and Information Manager, will describe how her council is tackling the challenge of absorbing public health, introducing personalised care packages and integrating NHS information.

In the afternoon, Ian Watt, e-Government Manager, Aberdeen City Council will be drawing out the important messages from a survey of web teams completed in the summer of 2011.

The second afternoon session, led by Socitm's Vicky Sargent will consider the issues in website rationalisation that have emerged as a result of the 'top tasks' approach from Better connected and which have been the subject of considerable debate in our web community. Are council websites getting too big for web teams to manage and customers to navigate? Does each council have too many websites? To drive the discussion we will have some results to share from a survey of web managers in November. 

Finally, there will be a brief opportunity to have an update about the latest position on cookie audits from Martin Greenwood and to ask Terry Madgwick about the Website take-up service

10.00	Introduction
10.05	Highlights of results in 2011
	Martin Greenwood, Programme manager, Socitm Insight
10.25	Case study in channel shift - East Riding of Yorkshire
	Amanda Wilde Customer Strategy and Liaison Manager
11.15	Refreshments
11.30	Preparing for NHS changes on council websites
	Ellen Pawley, Web and Knowledge Manager, Herefordshire Council followed by discussion of issues raised
12.45	Lunch
13.45	Critical facts about web teams and their resources
	Results of survey analysed by Ian Watt, e-Government Manager, Aberdeen City Council
14.45	Refreshments
15.00	Website rationalisation; what are the real issues?
	Results of survey analysed by Vicky Sargent, Marketing adviser for Socitm Insight
15.30	Cookie update
15.40	Questions about the Website take-up service
15.50	Review of the service and the day
16.00	Close

Leaflet ( 321.52 KB PDF)

Date/Time	Region	Venue
09 December 2011 at 09:30	West Midlands	The Studio, 7 Cannon Street, Birmingham B2 5EP