SOCITM (Society of Information Technology Management)
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Socitm data shows best and worst council services online
Data showing which services perform best and worst on local authority websites have been added to Socitm’s Council Website Performance Monitor website and is available to all visitors.
The newly added data, which can be seen on the Website Performance Service website shows volumes of total web visits and failed web visits for a range of top services, including, planning, housing, social care, highways and schools.
The data shows that the most used online service, rubbish and recycling, with more than 15m visits over the last three months, is actually one of the best performing services by percentage of failed visits, only 14%, compared with a failure rate of 32% for highways. However, the total potential cost of rubbish and recycling failures (based on the assumption of these enquiries will re-appear in councils' phone channel), at up to £6m for the quarter, is more than twice the cost of the highways failures, simply because of the large volumes involved.
The Council Website Performance Monitor website was launched earlier this year to presents headline data from Socitm's pop-up customer survey, offered to every fifth visitor to participating council websites. The website makes 'all council data' freely available as a public service to anyone who is interested. Data for individual councils is only available to staff in those councils that subscribe to the service, while average data for different councils types (eg county councils, London boroughs, Scottish unitaries) is available to Socitm Insight subscribers.
The 'failed visit data' is based on a question in the survey that asks those completing it whether they were able to find or do the thing they came to the website to do. An earlier question in the survey asks which service area was the main focus of their visit.
The data for 'all council' failures is based on extrapolation of data from participating councils over a three-month period. On average 15,900 surveys are being completed by council website visitors per month, with each participating council receiving up to 250 individual responses from their website.
