We look at number of factors to gauge how successful this
website is over time and against other council websites.
We monitor our website traffic including the total number of
visits, unique visitors and page views. We use these
statistics along with others such as browsers and
devices to try and gather a more complete picture of overall
website usage and make iterative changes to the website.
We conduct usability studies to ensure our website works for our
customers and take learning from this to help improve the
website. This helps us to make changes based upon 'real'
experiences of what works and doesn't for our customers.
We aim to have our website available to our customer 100% of the
time. Where we have planned maintenance we aim to do this at
off-peak times to ensure we consider the needs of our
We receive feedback from our staff, Contact Centre, customer
service centres, through our comments form on the website and
through our social networking channels. We proactively use
these to resolve issues.
Socitm annual website audit
Once a year, all council websites are audited by Socitm (Society
of IT Managers).