Tue 01 Aug 2017
At the end of each year’s survey cycle, Better Connected focuses applause on those councils that achieve four stars.
This year there were 36 of them, 9% of all UK councils.
In this post by contrast, we applaud councils that passed (ie achieved 3 or 4 stars) on all their four service task tests. These councils are achieving a good or very good customer experience online across services as diverse as social care, licensing, building control, libraries and highways.
Three councils, Bristol, Kirklees, and Midlothian achieved a full house – 4 stars for every service tested, so special congratulations to them. Four others - Bath & North East Somerset; Blaby; Haringey and Harrogate - dropped just one star across their four tasks, no mean feat either.
Councils that pass all the service tests do not routinely go on to achieve four stars overall. In fact in 2016/17 only 17 (37%) did, the reason being failures in one or more of the mobile test, the search/navigation and A-Z test, and the accessibility tests.
With regards to accessibility testing, we made some changes this year, introducing a two stage accessibility testing process. This was because our accessibility testing is a manual process that is costly on a per council basis. All councils were therefore tested at stage one, but only Better Connected subscribing councils that passed stage one were tested at stage two.
A number of councils that feature in our list of those that passed all the service tasks, dropped out of four stars because of this. Some of these were Better Connected subscribing councils that failed stage one accessibility and did not take up the opportunity to be retested and progress to stage two. A handful of others (seven in total) were non-members that passed stage one but were not tested at stage two because of this status.
Councils that passed all their service task tests in 2016-17 were:
Adur & Worthing Councils
Barking & Dagenham
Basingstoke & Deane BC
Bath & North East Somerset
Dumfries & Galloway
East Sussex CC
High Peak BC
Mid Devon DC
Mole Valley DC
North Warwickshire BC
Richmond upon Thames
Staffordshire Moorlands DC
Telford & Wrekin