{"id":1512,"date":"2015-12-09T16:09:26","date_gmt":"2015-12-09T16:09:26","guid":{"rendered":"https:\/\/blogs.gov.scot\/digital\/?p=1512"},"modified":"2018-02-19T17:15:06","modified_gmt":"2018-02-19T17:15:06","slug":"making-easy-people-find-local-services","status":"publish","type":"post","link":"https:\/\/blogs.gov.scot\/digital\/2015\/12\/09\/making-easy-people-find-local-services\/","title":{"rendered":"Making it easy for people to find local services"},"content":{"rendered":"<p><em>This is a post by <\/em><a href=\"https:\/\/twitter.com\/reececargan\"><em>Reece Cargan<\/em><\/a><em>, one of our content designers. <\/em><\/p>\n<p>Over the past 12 months, I\u2019ve seen lots of changes when it comes to content on <a href=\"https:\/\/mygov.scot\/\">mygov.scot<\/a> \u2013 in terms of its appearance and the way we approach content\u00a0creation. This is due to a number of factors:<\/p>\n<ul>\n<li>we work in an agile environment<\/li>\n<li>the technical evolution of our publishing platform dictates a content change<\/li>\n<li>UX input, usability audits and user feedback help us improve content<\/li>\n<\/ul>\n<p>We\u2019re constantly evolving our offering in an attempt to ensure user needs are met, and hopefully exceeded.<\/p>\n<h2>Meeting the local needs of our users<\/h2>\n<p>One of the biggest changes has been the way we meet the needs of users who are looking for local services, like council tax or bin collections. As our colleagues at GDS have already established, <a href=\"https:\/\/gds.blog.gov.uk\/2012\/02\/14\/local-services-and-gov-uk\/\">people shouldn\u2019t need to understand the structure of government to be able to access services<\/a>.<\/p>\n<p>So, how do we create content that\u2019s appropriate for Scotland as a whole, yet manages the expectations of our visitors looking for services from local authorities?<\/p>\n<p><!--more--><\/p>\n<blockquote><p><strong>What your local council does<\/strong><br \/>\nScotland&#8217;s 32 local councils are responsible for a range of public services. Their powers include:<\/p>\n<ul>\n<li><strong>mandatory powers<\/strong> &#8211; such providing schooling for 5 to 16-year-olds, fire services and social work services<\/li>\n<li><strong>permissive powers<\/strong> &#8211; such as economic development and recreation services<\/li>\n<li><strong>regulatory powers<\/strong> &#8211; such as trading standards, environmental health and licences for taxis and pubs<\/li>\n<\/ul>\n<\/blockquote>\n<p>First off, we ditched the term \u2018local authorities\u2019 in favour of \u2018local councils\u2019. This is the term people use and is in keeping with our <a href=\"http:\/\/inside.mygov.scot\/2014\/08\/27\/consistent-content-style\/\">manifesto of using plain English<\/a>.<\/p>\n<p>Then, we tried to not re-invent the wheel. GOV.UK uses a <a href=\"https:\/\/www.gov.uk\/pay-council-tax\">\u2018postcode\u2019 search<\/a> to facilitate journeys to council websites. Behind this is a large database of links for each service at all the council websites in England and Wales.<\/p>\n<h2>Our regional drop-down<\/h2>\n<p>We quickly realised this approach wasn\u2019t quite right for Scotland. Geographically we\u2019re much smaller and our 32 local councils could be easily accessed via a simple drop-down menu.<\/p>\n<p>We made sure our content designers have flexibility when using these drop-downs, including being able to:<\/p>\n<ul>\n<li>edit the title text<\/li>\n<li>place the drop-down wherever we want to on a page<\/li>\n<\/ul>\n<p>This means users can read information on <a href=\"https:\/\/www.mygov.scot\/council-tax-info\/\">council tax<\/a>, bin collections or <a href=\"https:\/\/www.mygov.scot\/getting-planning-permission\/\">planning permission<\/a> on single\u00a0pages, with deep links to their local council contained within the content.\u00a0This enables us to set the national context while also linking to local government variations and devolved content within one page (and with one click).<\/p>\n<p>Flexibility is important, as we need to be able to let people know when a service isn\u2019t available in their area. For example:<\/p>\n<ul>\n<li>landlocked council areas won\u2019t have coastguard services<\/li>\n<li>Scottish Borders Council doesn\u2019t provide council housing<\/li>\n<li>some councils don\u2019t pick up garden waste<\/li>\n<\/ul>\n<h2>Working with local councils<\/h2>\n<p>As mygov.scot is a citizen-led site, we aim to work closely and in partnership with public sector organisations to put users at the forefront of service delivery and design.<\/p>\n<p>To help us prioritise our backlog and make sense of the landscape, we asked for help from 3 local councils \u2013 North Lanarkshire, Midlothian and Glasgow City. They provided us with web analytics and placed a survey on their sites, asking people why they visited and if they found what they were looking for.\u00a0From this master list, we segregated the needs into 11 categories \u2013 <a href=\"http:\/\/standards.esd.org.uk\/?uri=list%2FscottishNavigation&amp;tab=details\">mirroring the Scottish Navigation List<\/a> to enable us to understand the services handled by local councils.<\/p>\n<p>We interrogated the analytics and survey results to understand why users visited the sites. An area with\u00a0high traffic for local council users was \u2018rubbish and recycling\u2019, so early in our evolution we ran a pilot on how we would represent this information on mygov.scot.<\/p>\n<div id=\"attachment_1518\" style=\"width: 710px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/recycling1.png\"><img decoding=\"async\" aria-describedby=\"caption-attachment-1518\" class=\"wp-image-1518 size-full lazyload\" data-src=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/recycling1.png\" alt=\"\" width=\"700\" height=\"648\" data-srcset=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/recycling1.png 700w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/recycling1-300x278.png 300w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/recycling1-553x512.png 553w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/recycling1-454x420.png 454w\" data-sizes=\"(max-width: 700px) 100vw, 700px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 700px; --smush-placeholder-aspect-ratio: 700\/648;\" \/><\/a><p id=\"caption-attachment-1518\" class=\"wp-caption-text\">Users are presented with a simple drop-down list of\u00a0local councils&#8230;<\/p><\/div>\n<p>&nbsp;<\/p>\n<div id=\"attachment_1519\" style=\"width: 710px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/local-council.png\"><img decoding=\"async\" aria-describedby=\"caption-attachment-1519\" class=\"wp-image-1519 size-full lazyload\" data-src=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/local-council.png\" alt=\"\" width=\"700\" height=\"534\" data-srcset=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/local-council.png 700w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/local-council-300x229.png 300w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/local-council-671x512.png 671w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2017\/07\/local-council-551x420.png 551w\" data-sizes=\"(max-width: 700px) 100vw, 700px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 700px; --smush-placeholder-aspect-ratio: 700\/534;\" \/><\/a><p id=\"caption-attachment-1519\" class=\"wp-caption-text\">The link takes users directly to the appropriate page on the local council website<\/p><\/div>\n<h2>Future iterations<\/h2>\n<p>As we had already established that users don\u2019t know (or need to know) who provides a service, we design task based content and deliver a \u2018managed journey\u2019 to the appropriate service provider based on a region.<\/p>\n<h2>Next steps<\/h2>\n<p>We plan to use this format in other contexts, like NHS boards, police stations, and our work with Marine Scotland that may see us linking to their Fishery Offices across Scotland. We are working on expanding the drop-down format to allow us to include contact information for organisations. We are also looking to add in functionality to visualise the areas on a map (especially important where only certain areas of Scotland are covered, or where another organisation may be listed as well as local councils).<\/p>\n<p><em>We\u2019ll be sharing updates on this, and much more on social, so follow the team via <a href=\"https:\/\/twitter.com\/mygovscot\">@mygovscot on Twitter<\/a> for more updates. Want to comment? Get in touch below!<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>This is a post by Reece Cargan, one of our content designers. Over the past 12 months, I\u2019ve seen lots of changes when it comes to content on mygov.scot \u2013 in terms of its appearance and the way we approach content\u00a0creation. This is due to a number of factors: we work in an agile environment&#8230;<\/p>\n","protected":false},"author":401,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,10],"tags":[36],"class_list":["post-1512","post","type-post","status-publish","format-standard","hentry","category-digital-public-services","category-mygov-scot","tag-content"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Making it easy for people to find local services - Digital<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blogs.gov.scot\/digital\/2015\/12\/09\/making-easy-people-find-local-services\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Making it easy for people to find local services - Digital\" \/>\n<meta property=\"og:description\" content=\"This is a post by Reece Cargan, one of our content designers. 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