Socitm publishes data for channel shift
Thursday 24th May 2012
Socitm Insight has published its annual briefing with information from 2011 about customer enquiries to councils’ main access channels - ie phone, web, and face to face.
The latest Customer Access Improvement Service briefing provides headline data from 140 councils that use Socitm Insight's Website take-up service. This provides a range of information about usage of their websites: top services, visit volumes, visit failures, customer satisfaction, local resident take-up, visitor profiles and a host of other important management information. Councils using the service can use the data to track their own performance, benchmark with other councils, drive improvement in the online experience and - increasingly important, to develop channel shift programmes and measure resulting changes.
Richard Sargeant from the Government Digital Service (GDS) told delegates at the Learning from Better connected 2012 event on May 18 that collecting and using management information about customer enquiries coming into the different channels was vital in order to support channel shift programmes.
The annual briefing is available to all who subscribe to Socitm Insight and can be downloaded.
Those who would like find out more about the Website take-up service, whether or not a subscriber, can book to attend our next Website take-up seminar event on Friday 15 June in Manchester - visit www.socitm.net/wts15june