Waveney told to improve website

The report on access to services at the Suffolk council says that although the website is improving "there are still navigation problems". "It is accepted that the navigation of the website requires improvement and some service users including councillors reported that they find it difficult to navigate around the website. At present information is available but not always easy to track down," says the document, published on 22 July 2010. It goes on to say that Waveney has acknowledged the problem and is attempting to put "robust plans" in place to try and improve its site. This includes the implementation of a new content management system, which the council hopes will make updating web material easier. The report also says that telephony links to county council services are "not so well developed" and that some services are not incorporated into the relevant access centres. "It is not clear to residents what service access is available at the town hall. This is recognised by the council. Services are not always available in one place," it says. The Audit Commission recommends that Waveney should make better use of data so it can benchmark its performance. According to the report, there has been "little consideration" about comparing its performance against other councils in the area. The document also reveals that the Waveney has decided not to introduce a customer relationship management system as it "may limit aspects of further improvement". Links between front office and back office functions are improving "but still require further development", concludes the report. "Advice at the first point of contact with the council is improving but is not yet embedded for the whole organisation," it adds.