Page 3116 - Week 08 - Thursday, 15 August 2019
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(1) What was the total cost of the design and rebuild of the newly launched ACT Emergency Services Agency website.
(2) Which groups were consulted about the design, rebuild and functionality of this website and (a) when and (b) how, were they consulted.
(3) What is the rationale for including patient transfer responses on the incidents map.
Mr Gentleman: The answer to the member’s question is as follows:
(1) A five year contract was executed with Adelphi Digital Consulting Group Ltd (Adelphi Digital), for the provision of a content management system and managed website hosting services for the ACT Emergency Services Agency (ESA) website. The value of the contract is $0.831m over the five years.
(2) As part of their contract, Adelphi Digital conducted research to:
• better understand how the ESA website was being accessed by users
• explore issues and recommend improvements
• better understand what stakeholders are looking for in the website
• use the findings to feed into the design and information architecture of the site.
Commencing in May 2018, data was gathered via external stakeholders though sources such as:
• a review of the existing website
• website traffic analysis
• ESA Have Your Say emails
• online survey responses
• user groups (identifying primary and secondary users)
• personas (analysis of engagement by a selection of external users).
Commencing in May 2018 internal consultation on the website design and content occurred across all ESA Services as follows:
• ESA Chief Officers;
• ESA Executives;
• Staff members from each of the Services and Enabling Services; and
• Volunteers.
ESA acknowledges it did not specifically consult unions and volunteer associations.
(3) The rationale for initially including patient transfer responses on the incidents map was that this demand for service reflects part of the workload of the ACT Ambulance Service.
However, since the soft launch of the new ESA website on 5 June 2019, feedback has resulted in patient transfer responses being removed, on the basis that they are not emergency incidents.
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