Transcript Using NHS Choices

Informed Residents:
Joint Needs, Joint Solutions
Introduction

Demand on councils for local
information – the role of the
Internet

Informed residents and
satisfaction levels

Challenges and solutions

The contribution of NHS Choices
– syndicating content (free) on
to your website
Visits to council websites

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1 in 3 adults visits a local
council website every month
Web dominant channel for
councils
 70% web
 13% face-to-face
 17% telephone
2010
Visits
Annual %
+/-
January
37.7m
+ 37%
February
26.8m
+ 5%
March
30.8m
+ 7%
April
26.8m
+ 21%
SOCITM, 2010
Why?
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Jobs
Library services
Schools
Refuse collection
Planning
Family history
Looking for information on local services is the most popular
use of all government and local government websites
Oxford Internet Survey, 2009
Health information
 Health is the 2nd most popular
type of information requested of
councils
 Based on analysis of top tasks
of customer requirements
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Website survey
Search terms
Calls to contact centre
Poll of 2000 local people
SOCITM, May 2010
Satisfaction
 21% did not find what they were
looking for (up 9% on previous year)
 10,300 visitors per council (average)
 Increase in telephone enquiries
 Increase in operational costs
 18% decrease in satisfaction
CHANNEL COSTS
Face-to-face £7 - £8
 Informed rating linked to satisfaction
with council
Phone
£3 - £4
Web
< 50p
SOCITM Insight, 2009
At a glance
 UK’s largest health website
 Health A-Z (800+ conditions)
 Find Local Services
 Carers Direct
 8 - 9 million users each month
 Magazine style format – written
by journalists, personal stories
 Tools and videos
 High quality, trusted
 User tested
 Service user feedback –
hospitals, GPs
At a glance
Testimony
Councils using content
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71 councils applied
35 signed agreements
9 ‘live’
Incorporated into your ‘look
and feel’
 Customer experience
enhanced
Applications submitted (36)
Birmingham
Bristol
Calderdale
Cheshire East
Chesterfield
Chichester
City of London
Corby
Denbighshire
Dudley
Epping
Essex
Gateshead
Haringey
Hertfordshire
Islington
Kent
Lambeth
Lancashire
NI Direct
North Hertfordshire
North Warwickshire
Reading
Rochdale
Rugby
Ryedale
Sandwell
Scarborough
Stockton-on-Tees
Surrey Heath
Warwickshire
West Norfolk
West Sussex
Westminster
Worcester
Wychavon
Signed agreements (26)
and live (9)
Returned signed agreements
Using NHS Choices
Allerdale
Basildon
Bolton
Cambridgeshire
Cheshire West & Chester
Chiltern
Derbyshire
East Cambridgeshire
East Riding
Elmbridge
Greenwich
Herefordshire
Hertfordshire
Bracknell Forest
Brent
Camden
Eden
Harrow
Kirklees
Lichfield
Sefton
Stratford-upon-Avon
Hyndburn
Isle of Wight
Lewisham
Lincolnshire
Hillingdon
Norfolk
North Lincolnshire
North Tyneside
Oldham
Kingston
Salford
South Tyneside
Torbay
Concluding comments
 Check with your web editor
 Beware your legal team
 Come to the NHS Choices
stand

[email protected]
 0207 972 5055
“The division between news, commercial activity and public sector
services disappears from the users perspective … its all just
information about where they live and services they use”
Fortune Cookie & Private Public Ltd for Capital Ambition
14 April 2010