Simplifying IVR routing and scripting
Ashford Borough Council commissioned SDS to work on their existing IVR system to ensure that users were getting the best experience from the service provided.
Completely free COVID19 support bot
SDS recently caught up with Paul Shepherd, CEO of We Build Bots, to find out how they are supporting Local Authorities and the wider Public Sector with their COVID 19 bot.
3 months free access to JAWS, Zoomtext or Fusion for everyone
JAWS reads aloud what’s on the PC screen and gives the user a unique set of intelligent tools for navigating and accesses Web pages and all screen content.
Sitemorse report on accessibility
You may recently have seen a report issued by automated accessibility checker Sitemorse on Accessibility across local authority websites. The report sets out the position as at Q4/2019 across the sector and examines how local authorities are managing the timeline to achieve compliance with the Public Sector Bodies Accessibility Regulations by September 2020.
Delivering Digital and Technology for Local Public Services – iESE Conference
Dom recently made the trip to Church House in Westminster to take part in iESE’s autumn conference. The conference itself brought together people from different public authorities and agencies to discuss and share the various digital projects that have been ongoing across the sector.
Service redesign using the customer journey
Tonbridge & Malling Borough Council (TMBC) are redesigning processes by capturing the customer journey. This is to gain a clear understanding of the end-to-end steps to provide services to residents.
Website content analysis user testing
Dartford Borough Council wanted to gain user perspectives about their website. SDS tested the website with live users for ease of navigation, user-friendliness, the language and tone as well as the look and feel of the website. SDS engaged with 5 service areas, Enforcement and Regulatory, Waste, Housing, Planning and Environmental Health.
LGA Case Study – Digital Housing
The Local Government Association (LGA) have published a case study of work Smarter Digital Services undertook for Kent Homechoice to deliver the online housing pre-assessment form, full application form and homelessness triage tool.
LGA Digital Housing Programme
The homelessness triage tool has been updated to comply with the Homelessness Reduction Act 2017, and is now being used by all local authorities in Kent.
Cambridge City Council – User testing & citizen portal account research
Cambridge contacted SDS to use the team’s expertise to conduct a series of user tests on a selection of their online citizen self-service web forms.
Cambridge wanted to explore the customer experience of transacting with the council via the self-service web forms to gain feedback as to how users feel when carrying out a specific task or transaction.