Headline NewsMajority of council websites too slow for government standards

Majority of council websites too slow for government standards

Research by netEvidence suggests around 69% of council websites in the UK are failing the government's minimum performance standards for response speed and loading times.

Research by netEvidence suggests around 69% of council websites in the UK are failing the government’s minimum performance standards for response speed and loading times, representing a five point performance dip from last year.

The Government’s Digital by Default policy is designed to encourage council customers to use online facilities over traditional telephone or postal services.

However, the survey by netEvidence suggests that over 150 UK town hall websites are taking more than 0.4 seconds to respond, raising concerns about whether the government’s national speed requirements for digital services are being met.

This year’s figures confirmed that Welsh county councils continued to be the best performing group on average across the UK, however 36% still fail to meet government standards.

In contrast, English counties were found to be the worst performing, with 86% of sites taking over half a second to respond.

UK local authorities are increasing their use of digital services to replace high cost call-centre services but if digital services fail to deliver a good end-to-end experience, it can result in all sorts of problems such as delays in getting benefits or an officer’s inability to resolve a customer’s issue even during face to face meetings,” said Richard Thomas, CEO of netEvidence.

Having outsourced key parts of their infrastructure, many UK councillors and officers, particularly those at a senior level,  now lack any real-time visibility into how these online services are performing and more importantly, what experiences people have when using services. This visibility and knowledge of how people experience digital services is fundamental to achieving the Government’s aim of making it the preferred form of contact for public services.

Thurrock Council website has been named the best website, responding 122 times faster than the country’s slowest performing site. The site falling furthest from government requirements was an unnamed council in Scotland, which was found to be taking over 40 seconds on average to open.

Related Articles

Search is on to find Female Leaders in GovTech

Digital Transformation Search is on to find Female Leaders in GovTech

5m Austin Clark
City Corporation and Agilisys offer digital skills to inner city London boroughs

Digital Skills City Corporation and Agilisys offer digital skills to inner city London boroughs

7m Austin Clark
Year in review: The top digital government stories of 2017

Government Technology Year in review: The top digital government stories of 2017

10m Austin Clark
Existing processes are preventing digital adoption, survey reveals

Digital Customer Service Existing processes are preventing digital adoption, survey reveals

1y Austin Clark
Budget 2017: The key talking points at a glance

5G & Mobile Budget 2017: The key talking points at a glance

2y Austin Clark
Government finally publishes its Digital Transformation Strategy

Headline News Government finally publishes its Digital Transformation Strategy

2y Austin Clark
Cash promised for tech initiatives in Autumn Statement

Headline News Cash promised for tech initiatives in Autumn Statement

2y Austin Clark
London NHS trust using Google AI tech to treat patients

Digital Transformation London NHS trust using Google AI tech to treat patients

2y Austin Clark