citizen engagement



WHAT'S NEW

Welcome...

... to the LocalGov.co.uk Citizen Engagement section. This section serves as a best practice hub for all things engagement. Click here for some background. 



Citizen engagement and Website Take up Service results - April 2010







  

The LocalGov.co.uk citizen engagement features regular statistical bulletins on channel interaction from Govmetric and Socitm's Website Take Up service.

The Govmetric data shows communication channel performance for a particular month.

Socitm's service provided aggregated data on website performance, tracking useage and satisfaction.

Both data sets can be used as benchmarking tools for to assess councils' customer access channel and web performance.

CLICK HERE for Govmetric's data for June

CLICK HERE for Socitm's Website Take Up results for June 


IT in the Community - crossing the digital divide

LocalGov.co.uk takes a camera to an event at Sunderland's Stadium of Light to find out what councils can do to help more residents cross the digital divide.

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Learning to listen through 'crowd computing'

As local government struggles to close the digital divide and communicate using the methods that many residents favour, a new conference has taken a look at six tools that councils can easily and cheaply use to listen to citizens.
 

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Good Practice

Castle Point boosts customer service through First Contact

Following a strategic review, Castle Point Borough Council opted for a new customer contact system and achieved some impressive early results. 

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South Tyneside Council cuts transaction costs

Councils are faced with the simultaneous challenges of improving services and yet decreasing budget. Channel migration, where commutations strategies are moved to more cost-effective options, is a solution that has been used successfully by South Tyneside. 

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Chichester boosts first-contact rates

Chichester District Council has boosted the percentage of customer queries resolved on first contact to over 80% while slashing the number of abandoned calls and boosting customer satisfaction. 

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