Information advice and guidance and digital tools Health

Information, advice and guidance and digital tools Health and Care Lucy Gratton

Staffordshire Cares. info Great site in its day But…. . over the years: • It became too unmanageable • The customer journey was lost • It was getting out of date • Too many links were breaking • It was difficult to find what you wanted

The task • Looking at the customer journey. . Starting with questions like what is a needs assessment and how do I get one? • How do we make the information we want to share as easy to understand as possible • Looking at what people searched for the most and ensuring we provide good quality information about it. • Providing as much preventive IAG as possible – reduce demand / support people to self help / provide alternative solution

The solution • Most people use a search engine to find the information you want • Search engines favour gov. uk sites • Most people’s first thought of where you go for social care advice was the LA. • So. . . the content was uplifted to the staffordshire. gov. uk website

www. staffordshire. gov. uk/health/care/Adult-Social-Care. aspx

Staffordshire Marketplace • • • Another great site in it’s day. Sadly, not actually a marketplace Became Staffordshire Cares help yourself Hit rate low to this site Customer journey was difficult Lost it’s identity – needed a logo, an easy name, an easy web address

Staffordshire Connects www. staffordshireconnects. info

Staffordshire Connects

Staffordshire Connects

Staffordshire Connects

Staffordshire Connects

Staffordshire Connects

Staffordshire Connects

My details • Lucy Gratton – Staffordshire County council • Lucy. gratton@staffordshire. gov. uk • 07815827426 www. staffordshireconnects. info