Unmentoring 2: The return of Randomised Coffee Trials

What can Welsh public services learn from Kirklees Council? Dyfrig Williams discussed digital with Steve Langrick.

UnmentoringWe’ve been running Randomised Coffee Trials, where random participants are drawn together to discuss their work, since our Wellbeing seminar in March. We’ve had some great feedback, where people have discussed a range of issues from job interviews, to mentoring and working closer together.

At the same time I’ve been taking part in LocalGov Digital’s Unmentoring sessions, which are along the same lines as Randomised Coffee Trials. My first Unmentoring blog looked at my conversation with Paul Inman of Warwickshire County Council, and this time I had the opportunity to talk with Steve Langrick of Kirklees Council.

I spent much of the conversation getting as much info as possible out of Steve, who fortunately was happy to share his work and how the council are embracing digital developments.

Going mobile

As a higher proportion of people in Wales access the internet through their phones than any other part of the UK, I was intrigued to hear how people access Kirklees’ website and how it influences the council’s work. In two years there’s been an increase of 300% in the use of mobile to access the website, which is now close to 50% of traffic to the website. With stats like that, a responsive and easy to use site isn’t just a ‘nice to have,’ it’s a necessity.

Cyngor Kirklees

BetterOff

With more people accessing their information through mobile, Kirklees are tailoring their approaches accordingly. They’re developing a new site called BetterOff to help benefit claimants through their applications and to show them how much they might be better off in work. As this can be quite a long process, the council can potentially save a lot of money by moving the service online. They can then focus their resources on the more complex enquiries they get on the issue. It’s also preventative as it guides people through the right steps up front, which helps them to avoid potential sanctions.

BetterOff also embraces the concept of Assisted Digital, where people who can’t use online services are helped to access them. The site itself is not an inhibitor, as people can come in and get support to access the site and the service.

What’s next for Kirklees?

Public services are constantly evolving and adapting to the environment in which they’re delivered. Kirkless Council are a good example of that, because even as they’ve undertaken a lot of work in the field, they’re constantly looking to improve. The Alpha version of their new website is online so that people can see what their new site will look like and comment on how it meets their needs. Like Kirklees Council, we can’t rest on our laurels if we want to deliver the best services possible for the people of Wales.

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