Designing effective LPA websites – event update
Thanks to all the LPAs and presenters for braving the weather to attend our ‘Really Useful’ event on 13th February in Huddersfield.
Thanks also to Kirklees Council for providing excellent facilities and hosting the event free of charge.
With snow falling for the whole day, LPAs came from as far afield as Norwich for what was a useful and thought-provoking event.
Louise Tierney of Shropshire Council gave an insight into Project WIP – the council’s redesign of the planning services web pages and the key message of ‘designing for the customer and not the service area’.
This was followed by Linda Beckett of Kirklees Council who provided an overview of their ‘paperless’ planning office.
Over the past two years the Portal has been working in partnership with Kirklees to implement many new ways of working electronically and encouraging greater take-up of online services by their regular agents and citizens.
Now the council is receiving around 60 per cent of applications online, Linda highlighted how cultural change and buy-in at a senior-level was key to delivering real change.
Helen Williams of SOCITM gave a comprehensive overview of their annual better connected review and making local Government websites fit for purpose.
Again, the report underlined the importance of focussing on customer needs when planning web pages.
Finally, after lunch and saving delegates from death by PowerPoint, user experience and design company Technophobia ran a workshop on how to improve customer-facing websites.
Attendees were split into groups and asked to think about key customers of planning services and their different needs and requirements. Everyone threw themselves into this enthusiastically before some heading out on some long journeys of their own through the snow!
Presentations and resources from the event can be accessed below and if you have any questions please get in touch. The presenters have advised that they are happy to discuss their projects in the interests of sharing best practice to achieve a channel shift of service delivery.
Thanks again to everyone for making it an enjoyable and useful event.
Resources from the day:
- Morning session presentations combined in one PDF (9MB file size).*
- A PDF of Technophobia’s slides for the personas workshop. These were used to get attendees thinking about how different users might have different reasons for visiting the planning pages of the website and the different keywords and journeys needed.
- Here’s also a link to the User-Journey-Workshop given at the same event in October 2012.
- Finally, we’ve created a resource pack for LPAs including essential links and graphics.
* If you have problems downloading a 9MB file over your network please let me know.