Acas could have one website or many websites. Changes might be proposed and delivered by the product teams over the strategy period.
Current structure of acas.org.uk
Acas's domain, acas.org.uk, has:
- 3 subdomains
- 4 platforms
| URL | Description | Platform |
|---|---|---|
| www.acas.org.uk (except /notify) | The main website | Drupal |
| www.acas.org.uk/notify | The notification form | Bespoke platform built in Symfony by Axis12 |
| obs.acas.org.uk | The training booking site | Bespoke platform built in ASP.NET |
| elearning.acas.org.uk | The e-learning site | Moodle LMS |
The role of the web channel
The web channel covers a specific part of a customer journey.
For anything we want people to do, a customer journey can be considered in 5 parts:
- Awareness – they know about it.
- Engagement – they want it.
- Conversion – they do it.
- Retention – they come back.
- Advocacy – they tell others.
The purpose statement and strategic aims clarify that the main role of Acas's web channel is in conversion. This is true for each service.
The major conversions are:
| Service | Customer need | Conversion response |
|---|---|---|
| Advice | I need help | We give them advice |
| Dispute resolution | I need to notify Acas about making a claim to an employment tribunal | We take the notification and offer early conciliation.
There are customers who want to notify but do not need to. We move them from the dispute resolution service to advice. We guide them to informal resolution. |
| Dispute resolution | I need collective conciliation | We put them in touch |
| Training | I need to book a course | We help them book it |
| Training | I need to do an online course | We help them access e-learning and webinars |
| Influencing | I need knowledge and understanding | We provide insight |