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Case study:East Sussex County CouncilRachel Smith – Web Services Manager
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Getting transactions online
• Background to the site and team
• Where we are now
• Where we want to be
• Tips and ideas
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Background
• ‘Transactional’ website from 2004
• Multi-disciplinary team
• Communications and customer focus
• Excellent rating and best practice leader
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Where we are now…
• Managing communications
• E-forms system
• Payments online
• Forms online
• Integrating with 3rd party providers
• Fault reporting system (Access East Sussex)
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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
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Tips and ideas
• Keep it simple!
• Start small and manageable
• Generic vs. specialised transactions?
• Link to the backend processes
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Tips and ideas
• Working with departments and teams– Realising efficiencies
• Working with suppliers– Template approach
• Registration?
• Seamless user journey (linking with partners)