Case study:East Sussex County CouncilRachel Smith – Web Services Manager

Getting transactions online

• Background to the site and team

• Where we are now

• Where we want to be

• Tips and ideas

Background

• ‘Transactional’ website from 2004

• Multi-disciplinary team

• Communications and customer focus

• Excellent rating and best practice leader

Where we are now…

• Managing communications

• E-forms system

• Payments online

• Forms online

• Integrating with 3rd party providers

• Fault reporting system (Access East Sussex)

Where we want to be…

• Providing the right transactions?

• Improving usability– Better form design– Linking with back-office systems

• Improving payments

• Extending e-forms

• Improving reporting system

Tips and ideas

• Keep it simple!

• Start small and manageable

• Generic vs. specialised transactions?

• Link to the backend processes

Tips and ideas

• Working with departments and teams– Realising efficiencies

• Working with suppliers– Template approach

• Registration?

• Seamless user journey (linking with partners)