Here are the top eight recommendations‡ for Local Authorities’ online presence:
1. End-to-end service
Any digital system needs to support people from the moment of identifying their needs through to the day-to-day delivery of their support and care.
2. Personalised approach
People want and expect their online interactions to be empathetic.
3. Integration with Council services
Digital services can no longer be seen as an ‘add on’ to existing processes. Processes need to be redesigned around the digital offer.
4. Open market place
The online portal should be the gateway to a single market of support which expands as an individual’s needs change.
The digital prowess of the user should not be that important. Local authorities’ platforms should not be a test in advanced digital navigational skills. Keep it clean, keep it simple, keep it clear.
6. Imitation is the sincerest form of flattery
Learn to replicate the best in class, draw on the seemingly unrelated solutions to meet the local problem or opportunity.
7. Single point of access, coordination and support
To support integration, reduce duplication and improve access to services and support, the digital offer should be developed and led by a single point of access.
8. Openness and transparency
Expectations of service quality, waiting times and access are higher now than ever .
A good digital offer is not a stand-alone solution made up of static web pages that simply list processes for people to follow or search through.