2016 ALGIM Local Government Website Survey (Snapshot of Sector)

 

 

Snapshot survey of New Zealand Local Government: Website management, software applications, reporting and analytics, search, user testing, top five tasks, functionality and content, use of social media, open data and mobility and mobile devices.

2016 ALGIM Local Government Website Survey (Snapshot)

Table of Contents:

Abstract ....................................................................................................................... 3 Introduction ................................................................................................................. 3 Method ........................................................................................................................ 3 Website Management ................................................................................................. 3 Visitor Statistics, Reporting and User Testing ........................................................... 10 Search ...................................................................................................................... 16 E-Commerce and Payments ..................................................................................... 16 Functionality and Content ......................................................................................... 23 Social Media ............................................................................................................. 27 Open Data ................................................................................................................ 37 Mobile Devices.......................................................................................................... 39 Appendix 1: ............................................................................................................... 43

© 2016 Association of Local Government Information Management Inc

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2016 ALGIM Local Government Website Survey (Snapshot)

2016 Local Government Website Survey (Snapshot)

Abstract This paper reports on the results of an online survey by councils assessing the management and functionality of their websites.

Introduction In February 2016, the Association of Local Government Information Management (ALGIM) conducted its annual survey of council websites throughout New Zealand to assess sites from both a technical and content perspective. This report presents the results of this sub-survey to get a snapshot of:    

how councils manage their website; what software applications they use; reporting and search facilities; and functionality and online services provided

This survey was completed by 65 councils (see Appendix 1). We would like to take this opportunity to thank all of those involved in submitting their responses to enable us to produce this report. Your continued feedback is invaluable.

Method The online survey was undertaken during the period of 11/2/2016 to 18/04/2016 using Survey Monkey. Invitations for councils to participate were sent via direct emails to IT Managers, Web Contacts and previous survey participants. Please treat the findings as an initial snapshot of where we are today. There are opportunities to improve and expand the survey to include more questions next year.

Website Management: 2016 Results First question in the survey asked for the participants contact information. 2. Is your website hosted internally or externally (shared or non-shared environment)? Answer Options Internally Externally-Shared Environment Externally Non-Shared Environment Total No. of Council Respondents

2016 Response Percent 23.80% 51.20% 25.00%

2016 Response Count 16 34 15 65

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2015 Response Count 19 32 15 66

2014 Response Count 23 19 20 74 Page 3

2013 Response Count 24 19 27 73

2016 ALGIM Local Government Website Survey (Snapshot)

3. What is the name of your external hosting provider? (Tick all options that apply. If you have more than one provider) 2016 2016 Answer Options Response Response Percent Count N/A 26.15% 17 Aotearoa Web Design CWP 1.54% 1 Datacom 18.46% 12 Digiweb Dry Crust Efinity 1.54% 1 Expert 1.54% 1 Firebrand Free Parking 1.54% 1 Guru Digital Media 9.23% 6 Intergen 3.08% 2 Katipo Klixo 1.54% 1 NET24 Open Host Orcon Revera 4.62% 3 Silverstripe 4.62% 3 SouthWeb SNAP Squiz NZ 4.62% 3 Technology Solutions 1.54% 1 Verb Vivid Computers Web Drive 3.08% 2 Xplore.net 3.08% 2 Webcentric Web Drive Other (please specify) 15.38% 10 Total No. of Council Respondents 65

2015 Response Count 18 1 11 1 1 1

1 4 3 1 1 1 2 2 5 1 2 1

1 1 1 5 60

2014 Response Count 16

2013 Response Count 16

8 1

6 2

1

1

1 1 3 9 1

13 1

1

1

1 2 4

2 1 4

1 2 1 1 1 1 2 1

1 2

55

Other (please specify) Amazon Azure InspireNet HD Net Napier City Council Prefer Limited Springtimesoft The Cloud The IT Team Unsure

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1 1 2 1

7 58

2016 ALGIM Local Government Website Survey (Snapshot)

Hosting Provider

No. of Councils

N/A

17

CWP

1

Datacom

12

Efinity Expert Free Parking

1 1 1

Guru Digital Media

6

Intergen Klixo Revera

2 1 3

Silverstripe

3

Squiz NZ

3

Technology Solutions Web Drive Xplore.net Other Hastings District Council Waikato District Council Rangitikei District Council Queenstown Lakes District Council Central Hawkes’s Bay District Council Upper Hutt City Council Taranaki Regional Council Napier City Council Stratford District Council Bay of Plenty Regional Council

1 2 2

Councils Chatham Islands Council, Greater Wellington Regional Council, Hutt City Council, Manawatu District Council, Matamata-Piako District Council, New Plymouth District Council, Opotiki District Council, Palmerston North City Council, Porirua City Council, Selwyn District Council, Tararua District Council, Tasman District Council, Tauranga City Council, Thames-Coromandel District Council, Waikato Regional Council, Waitaki District Council, Whangarei District Council Christchurch City Council Ashburton District Council, Central Otago District Council, Great Lake Taupo District Council, Grey District Council, Hamilton City Council, Marlborough District Council, Rotorua Lakes Council, South Waikato District Council, Waipa District Council, Whanganui District Council, Western Bay of Plenty District Council, West Coast Regional Council South Taranaki District Council Mackenzie District Council South Wairarapa District Council Gore District Council, Hauraki District Council, Horowhenua District Council, Kapiti Coast District Council, Northland Regional Council, Otorohanga District Council Otago Regional Council, Waitomo District Council Whakatāne District Council Auckland Council, Environment Canterbury, Wellington City Council Gisborne District Council, Hurunui District Council, Southland District Council Dunedin City Council, Far North District Council, Waimakariri District Council Masterton District Council Nelson City Council, Invercargill City Council Queenstown Lakes District Council, Wairoa District Council

Amazon Azure InspireNet HD Net Napier City Council Prefer Limited Springtimesoft The Cloud The IT Team Unsure

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2016 ALGIM Local Government Website Survey (Snapshot)

4. How many people are in your web team? (tick more than one option if you have a mix of full and part-time roles) 2016 2016 2015 Answer Options Response Response Response Percent Count Count Less than one (only one part of role or part23 time) 36.92% 24 18 One full-time role 29.23% 19 One part-time role 5 One full time and one part time 2 One full time and two part time 7.69% 5 2 Two full-time roles 18.46% 12 5 Two part-time roles 4.62% 3 2 Three full-time roles 4.62% 3 Three part-time roles 1.54% 1 1 Four full-time roles 1.54% 1 Four part-time roles 3.08% 2 1 More than four full-time 10.77% 7 7 Other (please specify) 65 66 Total No. of Council Respondents Other (please specify)

2014 Response Count

2013 Response Count

30

31

18

18

3 3 2 4 3

4 3 6 2

1

2

1 9 74

3 4 73

Plus contractors working on a new site Don’t have a web team or any dedicated resource No web team, but an Online Content Publisher plus devolved Content Managers. Our IT Apps team also provides functionality support on a break-fix basis. Online Services 3 people (covers social media, video, graphic design for web and print, intranet, online services and web). 2 part time for web updates There is no web team as such. Web maintenance and content oversight is the responsibility of the Digital Communications and Marketing Officer and is a part-time aspect of this role. Content review is shared among a network of web editors that the Digital Communications Officer oversees. The IT Department also has a strong role in website maintenance, again, this is a part-time aspect of one or more people's roles. We do not have a 'team' - more like 6 of us from Comms that work on it occasionally for our teams we look after. We have 4 staff that upload content as and when required as part of their normal roles. General comments There is 2 people in our Council’s communication team and we both share responsibility for website management/maintenance.

Content Management: 2016 Results 5. Is your content editing distributed or centralised? Answer Options Distributed Centralised Mix of both Other (please specify)

2016 Response Percent 26.2% 40.0% 32.3% 1.5%

2016 Response Count 17 26 21 1

2015 Response Count 34 32

2014 Response Count 31 43

5

10

65

66

74

Total No. of Council Respondents Other (please specify) Mostly centralised, with the odd pocket of distribution.

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2016 ALGIM Local Government Website Survey (Snapshot)

6. Do you have a content approval process workflow in place? Answer Options Yes No Only for some content Other (please specify) Total No. of Council Respondents

2016 Response Percent 58.5% 18.5% 20.0% 3.0%

2016 Response Count 38 12 13 2 65

2015 Response Count 47 19

2014 Response Count 50 24

3 66

74

Other (please specify) All comes through Comms. Changes approved by Comms

7. How do you manage your website content? Answer Options Content management system – third party supplier e.g. SharePoint, EpiServer, Datacom Sphere, Guru Digita Media etc.) Content management system – open source (e.g. Silverstripe, MySource Matrix, DotNetNuke, Joomla, WordPress, etc.) Web publishing tool (e.g. Dreamweaver, Wordpress, and FrontPage etc.) Custom built system Other (please specify) Total No. of Council Respondents

2016 Response Percent

2016 Response Count

2015 Response Count

2014 Response Count

2013 Response Count

52.34%

34

32

41

42

41.53%

27

30

28

24

3.07%

2

2

4

3

1.53% 1.53%

1 1 65

1 1 66

1 0 74

4 0 73

Other (please specify) CMS - Craft

© 2016 Association of Local Government Information Management Inc

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2016 ALGIM Local Government Website Survey (Snapshot)

8. What is the name of your content management system? 2016 Answer Options Response Percent AssetNow BOSS Custom DotNetNuke 4.6% Drupal 1.5% Efinity CMS Pro 12.3% EpiServer 1.5% Evoq Content Guru Digita Media CMS Interwoven Teamsite Joomla Kentico Microsoft CMS Microsoft Front Page MySource Matrix Open Source Prima Rex Microsoft SharePoint (Datacom included) Seamless SilverStripe SiteCore Sitefinity Squiz Matrix Umbraco Wordpress X-site Other Total No. of Council Respondents Other (please specify)

2016 Response Count

3 1 8 1

3.1%

2

1.5%

1

1.5%

1

1.5% 23.1% 3.1% 21.5% 3.1% 1.5% 4.6% 4.6% 4.6% 1.5% 4.6%

1 15 2 14 2 1 3 3 3 1 3 65

2015 Response Count 0 0 0 0 4 1 7

2014 Response Count 1 1 1 0 3 1 10

0 2 2 1 1 4 0 0 1 13

1 4 1 3 2 4 1 1 1 7

1 5 1 3 2 2 0 1 1 5

13 2 1

9 3 1

9 3 1

4 3 1

4 2 2

5 1

59

63

73

Craft MoST N/A

© 2016 Association of Local Government Information Management Inc

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2013 Response Count 1 1 1 1 4 1 12

2016 ALGIM Local Government Website Survey (Snapshot)

Content system

No. of Councils

Drupal

3

Efinity CMS Pro

1

EpiServer

8

Evoq Content Joomla Microsoft CMS MySource Matrix Rex

1 2 1 1 1

Microsoft SharePoint

15

Seamless

2

SilverStripe

14

SiteCore Sitefinity

2 1

Squiz Matrix

3

Umbraco

3

Wordpress

3

X-site Other (please specify)

1

Councils Hastings District Council, South Wairarapa District Council Whakatāne District Council South Taranaki District Council Horowhenua District Council, Hutt City Council Northland Regional Council, Otago Regional Council Waikato Regional Council, Waitomo District Council, Kapiti Coast District Council, Thames Coromandel District Council Tauranga City Council Matamata-Piako District Council, Stratford District Council New Plymouth District Council Far North District Council Porirua City Council Ashburton District Council, Auckland Council, Central Otago District Council, Environment Canterbury, Grey District Council, Great Lake Taupo District Council, Hamilton City Council, Rotorua Lakes Council, South Waikato District Council, Waipa District Council, Waitaki District Council, Whanganui District Council, West Coast Regional Council, Western Bay of Plenty District Council, Whangarei District Council Tararua District Council, Manawatu District Council Central Hawke's Bay District Council, Christchurch City Council, Gisborne District Council, Gore District Council, Greater Wellington Regional Council, Hurunui District Council, Hauraki District Council, Napier City Council, Nelson City Council, Otorohanga District Council, Queenstown Lakes District Council, Southland District Council, Taranaki Regional Council, Tasman District Council Marlborough District Council, Wellington City Council Waikato District Council Dunedin City Council, Selwyn District Council, Waimakariri District Council Bay of Plenty Regional Council, Opotiki District Council, Palmerston North City Council Chatham Islands Council , Invercargill City Council, Upper Hutt City Council, Wairoa District Council

Craft MoST N/A

Rangitikei District Council Mackenzie District Council Masterton District Council

9. Do you have a website / digital / online strategy? Answer Options Yes No Planning to in next year - reviewing current one Planning to in next year - don't have one Total No. of Council Respondents

2016 Response Percent 55.4% 15.4% 18.5% 10.8%

© 2016 Association of Local Government Information Management Inc

2016 Response Count 36 10 12 7 65

2015 Response Count 33 10 10 15 66

2014 Response Count 33 18 14 12 74

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2013 Response Count 29 18 13 15 75

2016 ALGIM Local Government Website Survey (Snapshot)

Visitor Statistics, Reporting and User Testing: 2016 10. What reporting package do you use (if any)? 2015 Answer Options Response Percent 4.6% AW Stats 7.7% Crazy Egg 96.9% Google Analytics 4.6% Inbuilt Sharepoint Joomla SmarterStats Web Log Expert Woopra None Other Total No. of Council Respondents Other (please specify) Elastic Search Optimal sort Qualaroo Survey Monkey Uptime robot Reporting package

No. of Councils

AW Stats

3

Crazy Egg

5

Elastic Search

1

Google Analytics

63

Inbuilt Sharepoint Optimal sort Qualaroo Survey Monkey Uptime robot Web Log Expert Woopra None

3 1 1 1 1 1 1 1

1.5% 1.5% 1.5% 7.7%

2015 Response Count 3 5 63 3

1 1 1 5 65

2014 Response Count 3 3 63 5 0 1 1 1 0 0 66

52014 Response Count 3 4 68 4 1 2 1 1 1 1 73

2013 Response Count 4 4 60 4 1 5 1 1 3 0 85

Councils Dunedin City Council, Gisborne District Council, South Wairarapa District Council Auckland Council, Christchurch City Council, Environment Canterbury, Palmerston North City Council, Whangarei District Council Thames Coromandel District Council Ashburton District Council, Auckland Council Bay of Plenty Regional Council, Central Hawke's Bay District Council, Central Otago District Council, Chatham Islands Council, Christchurch City Council, Dunedin City Council, Environment Canterbury, Far North District Council Gisborne District Council, Gore District Council, Great Lake Taupo District Council, Greater Wellington Regional Council, Grey District Council, Hamilton City Council, Hastings District Council, Hauraki District Council, Horowhenua District Council, Hurunui District Council, Hutt City Council, Invercargill City Council, Kapiti Coast District Council, Manawatu District Council, Marlborough District Council, Masterton District Council, Matamata-Piako District Council, Napier City Council, Nelson City Council, New Plymouth District Council, Northland Regional Council, Opotiki District Council, Otago Regional Council, Otorohanga District Council, Palmerston North City Council, Porirua City Council, Queenstown Lakes District Council, Rangitikei District Council, Rotorua Lakes Council,Selwyn District Council, South Taranaki District Council, South Waikato District Council, Southland District Council, Stratford District Council, Taranaki Regional Council, Tararua District Council, Tasman District Council, Tauranga City Council, Thames Coromandel District Council, Upper Hutt City Council, Waikato District Council, Waikato Regional Council, Waimakariri District Council, Waipa District Council, Wairoa District Council, Waitaki District Council, Waitomo District Council, Wellington City Council, West Coast Regional Council, Western Bay of Plenty District Council, Whakatāne District Council, Whanganui District Council, Whangarei District Council Grey District Council, South Waikato District Council, Wanganui District Council Christchurch City Council Christchurch City Council Christchurch City Council Matamata-Piako District Council Napier City Council Napier City Council Mackenzie District Council

© 2016 Association of Local Government Information Management Inc

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2016 ALGIM Local Government Website Survey (Snapshot)

11. How often do you use your metrics/reporting package? Answer Options Daily A few times a week Less than once a week Monthly Quarterly As required Never N/A Other (please specify) Total No. of Council Respondents Other (please specify)

2016 Response Percent 6.2% 12.3% 20.0% 29.2% 6.2% 32.3%

2016 Response Count 4 8 13 19 4 21

1.5% 6.2%

1 4 65

2015 Response Count 2 9 5 26

2014 Response Count 3 15 5 25

2013 Response Count 2 9 10 28

21

19 1 1 5 74

17 1

3 66

Depends on current hot topics, marketing and/or promotions, consultations and reports for council committee Weekly Monthly reporting and daily for analysis Once a week

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2016 ALGIM Local Government Website Survey (Snapshot)

12. What metrics to you use to measure performance of your website (e.g. engagement, satisfaction, IA, usability etc)? Answer Options Accessibility of content / findability Audience overview Bounce rate / exit rate Browser type Customer satisfaction survey / customer consultation / (internal & external) Customer complaints Device used (e.g. mobile) Duration / time spent on page Downloads Errors on page Feedback form Goal conversion rates Landing page / exit page Number of Online Payments Number of Online Submissions Page views / visits / hits Search terms / phrases Top content Traffic sources Trends over time User testing Visitors = New Visitors = Returning Volume per month Nil Other (please specify) Total No. of Council Respondents

2016 Response Percent 38.5% 46.2% 49.2% 33.8% 47.7% 35.4% 56.9% 49.2% 26.2% 16.9% 38.5% 6.2% 38.5% 23.1% 36.9% 86.2% 46.2% 64.6% 44.6% 36.9% 12.3% 49.2% 49.2% 36.9% 1.5% 4.6%

2016 Response Count 25 30 32 22

2015 Response Count 24 28 32

31

25

23 37 32 17 11 25 4 25 15 24 56 30 42 29 24 8 32 32 24 1

26 39 29 16 9 21 25 22 57 31 39 26 9 32 29 31 1 4 66

3 65

Other (please specify) Page not found errors Online payments are tracked by our receipting system; receipts are provided by email if requested Campaigns, referrals

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2016 ALGIM Local Government Website Survey (Snapshot)

13. List the KPI’s for your website: Response

Council

Site Availability 99% Customer feedback: 55 per cent positive Usage New users Efficiency Effectiveness Satisfaction Findability (search) Findability perception Responsiveness Accessibility Plain talking (perception) Aesthetics CCC perception Approachable Trustworthy Helpful Plain talking Dynamic Forward thinking Website perception Easy to use Useful Visually appealing Net Promoter Score Residents satisfaction score: >65% Web queries dealt with in