Services must be connected

It is important that the many services and information provided by the Local Authority can be grouped together. They should be linked in ways that assist citizens rather than in a single way that reflects the organisational structure. Service groupings should not preclude per user personalisation choices.

These service relationships must flexible, adaptable and not merely hierarchical and should be made visible wherever it is useful rather than simply reflected in a site navigation.

Services must be personal

The web must fully support a strategy for personalisation and choice.

This means that:

• Services must be able to be combined together according to an citizens’ needs.
• Services must have people ready and available to support, help and guide through the options.