About Socitm
Socitm Insight is a subscription service that undertakes research into best
practice in order to help subscribers improve their organisations through
technology. Their research method is to capture experience from the public
sector and augment it with relevant expertise from elsewhere. They aim all their
material at ICT managers, e-champions and senior management colleagues in local
authorities and other public services, and their focus is firmly on issues and
topics important and relevant to this subscriber base.
Socitm Insight has developed two services as spin-offs from Better connected,
its annual survey of all UK local authority websites. The Website Assessment
Service is provided by Socitm's Better connected project team and covers a
number of perspectives about the state of development of a specific website in
any part of the public sector. The Website Take-up Service has been developed to
help local authorities understand much more about the profile of their website
visitors and their needs. Participating councils get information about the total
number of unique visitors to their sites, why people are visiting, how they got
there, what the experience was like, and whether they are likely to visit again.
What The GovMetric Socitm Partnership Delivers
- Customer Access Improvement Service
In addition to the services above, Socitm Insight and GovMetric have developed a
new service will enable councils to measure and benchmark their performance on
customer satisfaction and value for money across a range of different channels,
principally web, phone and face to face.
The service has three components that provide the greatest value when used
together:
GovMetric
Is an automated method of capturing and reporting the quality of customer
interactions with a local authority across web, phone and face to face channels.
The Website Take-up Service
Is a web exit survey that provides detailed information on the user
experience of a council websites.
Channel Value Benchmarking
Will enable local authorities to identify the total cost of providing access via
web, phone and face to face channels and to compare these with other, similar
local authorities.
Whether the customer buys into one or all of these components, they will also
have access to:
- Biannual reports featuring headline results from all the component services as
well as articles on topics related to customer access, channel management,
contact management and management of web, phone and face to face channels.
- Consultancy services to support customer access performance improvement planning
and implementation.
- Biannual subscriber workshops featuring presentations and discussion around the
results from each service, speakers on topics related to customer access and
channel management and opportunities for networking with other service users.
Socitm Contact:
Martin Greenwood - Socitm Insight Programme Manager
martin.greenwood@socitm.gov.uk