- Enabling channel shift
- Supporting digital delivery
- Delivering innovative experiences
Supporting Cherwell District Council to deliver new digital services to businesses and residents
Results
Enabled channel shift
Supported the digitisation of key council services for residents and businesses across Cherwell District
Online forms
Digitised 100 forms enabling users to access council services seamlessly through the Cherwell District Council website
Website analytics
Provided ongoing insight into website use through the implementation of Google Analytics 4, enabling Cherwell District Council to make informed decisions about changes to web journeys and content
Web chat
Supported the roll out of online chat, enabling users to communicate with Cherwell District Council through the website
Content creation
Provided content creation and web editor support to Cherwell District Council’s Web Team
Objectives
Cherwell District Council is a local government district based in north Oxfordshire. The organisation was keen to revamp a number of its digital services. Critical to this was the desire to improve user experience through the website, enabling better access to services and improved communication with the council. This approach will bring benefits to residents, the council and its staff, and build upon those digital services already in place at Cherwell District Council. We worked on these projects alongside business change specialists Entec Si.
Solutions
Between April 2021 - March 2023 we supported Cherwell District Council across four key areas of their digital experience.
Forms digitisation
Working within the IT and Applications Team, we digitised 100 forms that had previously been available to users as Word or PDF documents. These forms now provide users with the opportunity to pay, report and apply for a whole range of council services online. The forms are created in JADU’s XFP and CXM systems, and we managed the review and sign-off process with relevant service owners.
Implementing Google Analytics 4
We enabled the delivery and use of Google Analytics 4, helping to embed the tool across the organisation. Working with key stakeholders we identified critical web journeys and services that they wanted to measure. We set-up a number of different reports to measure these journeys, providing a complete understanding of their use. After providing familiarisation and training to the Web Team and IT and Applications Team, these reports were handed over to the organisation for ongoing monitoring.
Enabling online chat
We supported the Cherwell District Council team to implement a chatbot to the website, enabling users to chat with Cherwell District Council Customer Services staff. Our role consisted of providing advice and guidance about the incorporation of the 8×8 chatbot across key web pages. We then supported and tested the application alongside Customer Services and IT colleagues. Once signed-off, the chatbot was launched and we provided training to the Web Team.
Supporting the Web Team
We provided weekly content creation support to Cherwell District Council’s website, working alongside the Web Team, using the Jadu CMS. Our support included the launch of a new payable garden waste service and the redesign of sections of the Rubbish and Recycling section of the site.
We very much enjoyed our work with the different Cherwell District Council teams over the past two years and to support them to further engage residents and businesses using digital.