1. Informed Residents: Joint Needs, Joint Solutions

2. Introduction  Demand on councils for local information – the role of the Internet  Informed residents and satisfaction levels  Challenges and solutions  The contribution of NHS Choices – syndicating content (free) on to your website

3. Visits to council websites  1 in 3 adults visits a local council website every month  Web dominant channel for councils  70% web  13% face-to-face  17% telephone 2010VisitsAnnual % + / - January37.7m+ 37% February26.8m+ 5% March30.8m+ 7% April26.8m+ 21% SOCITM, 2010

4. Why?  Jobs  Library services  Schools  Refuse collection  Planning  Family history Looking for information on local services is the most popular use of all government and local government websites Oxford Internet Survey, 2009

5. Health information  Health is the 2 nd most popular type of information requested of councils  Based on analysis of top tasks of customer requirements  Website survey  Search terms  Calls to contact centre  Poll of 2000 local people SOCITM, May 2010

6. Satisfaction  21% did not find what they were looking for (up 9% on previous year)  10,300 visitors per council (average)  Increase in telephone enquiries  Increase in operational costs  18% decrease in satisfaction  Informed rating linked to satisfaction with council CHANNEL COSTS Face-to-face£7 - £8 Phone£3 - £4 Web< 50p SOCITM Insight, 2009

7. At a glance  UK’s largest health website  Health A-Z (800+ conditions)  Find Local Services  Carers Direct  8 - 9 million users each month  Magazine style format – written by journalists, personal stories  Tools and videos  High quality, trusted  User tested  Service user feedback – hospitals, GPs

8. At a glance

9. Testimony

10. Councils using content  71 councils applied  35 signed agreements  9 ‘live’  Incorporated into your ‘look and feel’  Customer experience enhanced

11. Applications submitted (36) BirminghamDudley BristolEpping CalderdaleEssex Cheshire EastGateshead Chesterfield Haringey ChichesterHertfordshire City of LondonIslington CorbyKent DenbighshireLambeth Lancashire Scarborough NI DirectStockton-on-Tees North HertfordshireSurrey Heath North WarwickshireWarwickshire ReadingWest Norfolk RochdaleWest Sussex RugbyWestminster RyedaleWorcester Sandwell Wychavon

12. Signed agreements (26) and live (9) Returned signed agreements AllerdaleHyndburn BasildonIsle of Wight BoltonLewisham CambridgeshireLincolnshire Cheshire West & ChesterHillingdon ChilternNorfolk DerbyshireNorth Lincolnshire East CambridgeshireNorth Tyneside East RidingOldham ElmbridgeKingston GreenwichSalford HerefordshireSouth Tyneside HertfordshireTorbay Using NHS Choices Bracknell Forest Brent Camden Eden Harrow Kirklees Lichfield Sefton Stratford-upon-Avon

13. Concluding comments  Check with your web editor  Beware your legal team  Come to the NHS Choices stand  david.mcconnell@dh.gsi.gov.uk david.mcconnell@dh.gsi.gov.uk  0207 972 5055

14. “The division between news, commercial activity and public sector services disappears from the users perspective … its all just information about where they live and services they use” Fortune Cookie & Private Public Ltd for Capital Ambition 14 April 2010