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 organisations
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.
Jointly Delivering Customer Access Improvement
Service
In addition to the services above, Socitm Insight and
GovMetric have developed a new service that enables
organisations 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: 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 Takeup Service: A web
exit survey that provides detailed information on the user
experience of a council's website.
- 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