1. East Renfrewshire Council
Listening to our users
4th April 2017

2. How we use Citizen Space in East Ren
ERC currently has 200 Citizen Space Users, 75% are from our Education Department
Decentralised structure
Since 2012 we have had over 32,000 responses to 330 surveys
6,000 School pupils surveyed on out of School Activities
Almost 2% of residents responded to Consultation on schools admissions policy

3. Number of Responses

4. User Survey
Lack of information about what users like and dislike about Citizen Space.
Similar surveys carried out for key corporate systems.
Conducted for the first time in 2016, 2nd Survey ran in March 2017.
I started in this role in Jan 2016 and my first project was to review what I was going to do.

5. Key results- usage
60% of users think that Citizen Space helps them to work more efficiently and data from Citizen Space has helped them to improve services.
Users tended to use Citizen Space once every 1 to 3 months.

6. Key results- challenges
Lack of training and lack of time identified as biggest challenges.
Analysing results was the most difficult CS feature to use, and the most popular topic for further training.

7. Key results- satisfaction

8. Key results- Comments

9. What have we done?
Training Materials have been changes to reflect user’s needs
Passed result to our CS Account Manger
Created intranet page for CS resources
Internal promotion and ‘re-launch’ Citizen Space.
What we still need to improve?
Increase the response rate
Review question set

10. Questions?