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Registration services

Find out how to register a death - 2015

Why important

Registering a death is a task that we are all obliged to undertake, sooner or later when family members or friends die. The sadness of the occasion means that this should be as efficient and stress-free as possible.

Overview

Two-thirds of councils in this small sample handle this task well.

Coverage

All county councils and districts in Northern Ireland (28 councils in all). Note: this service is also provided by single-tier councils, but not tested in this survey in the interests of maintaining survey balance.

Primary route for this task

We assessed this task primarily using the council’s search facility.

Headline results

68%

Achieved standard

The standard
  • At least 9 questions from 13 answered 'Yes'
  • Question Q164 must be answered 'Yes'
  • Question Q174 must be 'No' (content must not be out of date)
  • Promotion of task rated satisfactory or very good
  • Customer journey rated satisfactory or very good

How effectively is this council promoting this as a task?

Overall, how do you rate the journey plus task completion?

Key
  • Very good
  • Satisfactory
  • Poor
  • No information

Questions

NB Question highlighted in green is an ‘essential question’ that must be answered correctly for the council to meet the standard for this task

Percentage answered correctly
Questions to be answered 'Yes'
Q161 Does a site search return the correct result listed in the first five results? 100%
Q162 Does the home page lead me directly to the task? 71%
Q163 Does the site explain clearly the process of registering a death? 100%
Q164 Can I book an appointment with the registrar online 79%
Q165 Am I told what documents to bring to the appointment 89%
Q166 Am I told who can register a death 93%
Q167 Is there clear information about the cost of copy certificates at point of registering death 71%
Q168 Can I find clear directions to the registrar's office using public transport 14%
Q169 Is there a phone number readily available if I need assistance? 75%
Q170 Does the site promote 'Tell us once?' 79%
Q171 Does a Google search lead me to the task? 100%
Q172 Does the service landing page provide a prominent link that goes directly to this task? 100%
Q173 Is there an entry in the A to Z index? 79%
Out of date information, answered 'No'
Q174 Did you come across any out-of-date information about this task? 100%
How effectively is this council promoting this as a task? Average score (0-3)
Q175 How effectively is this council promoting this as a task? 2.6
Overall, how do you rate the journey plus task completion? Average score (0-3)
Q176 Overall, how do you rate the journey plus task completion? 2.5

Task report

Good practice

Finding the task

  • Find the task by entering ‘council name’ register a death into Google (or other search engine).
  • Provide a direct link from the births, marriages and deaths landing page.
  • Make sure that the site search works for any valid search terms for this task such as ‘register a death’ and that the best result is at the top of the list.
  • Take visitors to the same page from any site search result.
  • Take visitors to the same page from any A to Z entry.
  • In two-tier areas, signpost the task from all district council sites in the county.

Completing the task

  • As this task takes place at a deeply stressful and upsetting time, the content needs to be very clear and with the right tone of voice.
  • Make sure that information is absolutely clear about when and where to register a death and who can do it. This should be early in the journey.
  • Cover special circumstances such as deaths reported to a coroner and still births. Provide links to support groups, where appropriate.
  • Make it clear that registering a death is free of any charge.
  • Provide clear information on the Tell Us Once service early in the journey and link to more information where appropriate so that people can decide if they want to use it.
  • Provide clear information about obtaining copies of death certificates, and the costs involved (both at the time of registration and later on).
  • Provide signposting to all methods of booking an appointment.
  • Provide an online appointment booking service and make sure the link to this is prominent and early in the journey.
  • Link from the online booking form to Tell Us Once information in case people have landed directly on the form.
  • Indicate how long people may have to wait for an appointment.
  • Provide comprehensive details of the documents that should be taken to the appointment.
  • Provide a printable checklist of the documents.
  • Provide an easy-to-read list of the questions that will be asked at the appointment so that the person can be prepared.
  • Provide comprehensive information on how to get to the office including parking and public transport.
  • Provide contact details for people who may have further queries, e.g. postal address, email and phone number for the service.
  • Provide a route for more help if a visitor has come to your site in error (e.g. death occurred outside council area).
  • Provide information in case of emergencies outside normal hours.

Poor practice

  • The site gives the impression that you have to pay to register a death.
  • There are technical issues with the appointment form not loading and giving errors.
  • As a result of design errors the customer journey for the task increases stress for the visitor.
  • The site locates the service where people might not expect to find it, e.g. Community and Living.
  • No contact details are provided for the service.
  • There is confusing or missing information on what you need to take with you to the appointment.
  • There is a lack of information on Tell Us Once and the benefits of using this service.
  • The site does not provide any details about how to get to the registrar's office.

Reviewer's tip

This was done well on all the sites I reviewed. The best offered online appointment bookings and also referred to ‘Tell Us Once’. All gave good information about who can register a death, where and what you need to take with you, and clear details of the cost of certificates.

Sites that we recommend

Surrey CC

Comprehensive content including travel directions by public transport.

Hertfordshire CC

Well-written clear content which covered the main questions.

North Yorkshire CC

Good clear information, with online appointment booking – another very strong scenario. Clear, comprehensive and functional.

Oxfordshire CC

Excellent, informative information.

 

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