December 22, 2012
I’ve been a Virgin mobile phone customer for years. Not out of amazing loyalty but for the fact that for my basic usage they provide the service at a reasonable cost and when I’ve considered the alternatives there were no major benefits. What does annoy me is that when I want to use their online service to check on things I inevitably get the message “Oops! You weren’t expecting that? Neither were we.” but after some many times I am now expecting it. It crops up when I try to log in, when I want to look at other pages, but all I’m offered is ringing a call centre to carry out what should have taken a minute of my time and will now take ten!
This I believe is what will become of “digital by default” in many cases. One would expect that given the years I’ve been using the site, Virgin would have sorted out these glitches but currently it’s worse than ever. I presume they’re laying off staff like everyone else and by the time the next round of cuts by central government have really impacted on local government, IT support will be a nominal service with the few remaining techies rattling around the empty town halls. Central government has always been somewhat bloated, so it will take a bit longer to hit home there and really affect Ministers but eventually there will be no-one to fix the web site and when the number is rung, no-one there either…
On that cheerful note – Season’s greetings and best wishes for the New Year…
October 28, 2012
It’s probably a decade since I first had anything to do with Agilisys but it was interesting to see that they are still around, and apparently thriving, although the management team seems to have largely changed. What was obvious was that even at the launch of their new platform, Agilisys Digital, the employment of a Google guru doesn’t always work when Joel Lohrey, Industry Head of Education, Government and Non-Profit at Google, comes along and states the obvious. The launch and presentation are picked up in Digital by Default News where Lohrey ‘reveals’ his hints to councils:
- Focus on the user
- Use analytics to determine what point online drops off to offline
- Make it mobile
- Innovate discretely
- Fix My Street (and a US equivalent) are good examples
I wasn’t present and Lohrey may have picked up on this but focusing on the user and the analytics are only of value if one acts upon what one learns and these actions become the discrete innovations. Why I am gobsmacked is because I wonder if this is all the great god Google can teach us? I do hope not. I realise councils cannot and should not carry out some of the optimizing and juggling that Google is apparently capable of and have to play a clean game, but there must be some real lessons?
October 17, 2012
I use nPower as the supplier of my electricity and gas at home, to try to reduce paper bills I use their electronic system so that they email me when they want readings and I submit them to their website. The trouble is it is such an awfully slow website – it really is like waiting for the pages to refresh can take minutes. Similarly, they promoted a beta feature that monitors your energy usage, or rather they used to – it’s still part there but you can’t find it through the search facility and there’s no reporting of energy usage that I can find.
The more I attempt to use private sector web sites I get annoyed about all the criticism that public sector webbies have had over the years. The nPower one is dreadful to navigate, full of their marketing terminology, which is meaningless to a customer. If nPower wish to reduce paper customers and the use of paid meter-readers, they’d better get their act together sharpish. So sad as it’s quite attractive, but it goes like a dog and has less intelligence than the said canine.
I did include a complaint about its performance when I was on there but that was over 48 hours ago, and still no response…
October 13, 2012
When developing plans in the event of an IT disaster one of the many aspects that needs to be covered is the situation when the web site itself or the applications feeding into it go down. One can have all sorts of contingencies around web services including muliple servers, resilient Internet feeds, backup power sources etc but what about that one day when it’s all under water or hit by space debris?
A cheap and dirty, but very good solution is demonstrated by the city of Naperville near Chicago, USA, where they have established an emergency page, as described in their local online journal – Positively Naperville. Now I may be teaching all you IT and Web Managers out there to suck eggs but do you have such a thing ready for a nasty disaster. A quick and temporary pointer change and your citizens will know which number to ring or where to visit if your main site goes down – just remember to maintain it, too.
The trouble with all this wizzy IT equipment is that without spending an awful lot more cash upon it one is open to all sorts of potential issues, and what can go wrong will go wrong and at a time when you least want it. Prepare for the unexpected – it’s inneviatble at some time.