Test results for Royal Borough of Kensington and Chelsea

According to our records, this website hasn't had a major update since it was first registered with us - webteam members can update this information themselves.

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TaskNavigationA-ZGoogleSite searchReadabilityScoreTestsImportance
Address - change mine on council systems
Adult education courses - find informationUntestedUntestedGave upUntested323
Antisocial behaviour - complain about it
Blue badge - apply for one
Broken street lights - report
Bulky waste or other special waste collection - book
Complain about something the council has doneGave upVery easyDifficultVery easy783
Council housing - apply for it
Council meeting - read the last full council minutes
Council news - find it
Council tax - pay it
Council tax / housing benefit - apply
Council tip - find a nearby one
Councillors - find who mine areUntestedUntestedUntestedUntested1020
Cycling strategy - find it
Death - register oneUntestedUntestedVery easyVery easy1033
Economic condition and strategy for the area - find it
Elections - find out when the next ones areUntestedVery easyGave upVery easy640
Employment help for people with disabilities - find information on
Events - find council onesUntestedUntestedEasyVery easy730
Flood protection - find information
Food hygiene problem - report oneUntestedUntestedGave upDifficult233
Freedom of Information Act request - make one
Housing repair - request one
Jobs - find a council job
Leisure centres close to me - find one
Leisure discount card - apply for one
Library book - renew
Local history - find out about
Local library opening hours - find them
Local services and information on a map - look at
Market stall trading - find information aboutUntestedDifficultDifficultDifficult443
Meals on Wheels - find information
Missed bin collection - complain about oneUntestedUntestedGave upEasy633
Noise nuisance - complain about it
Open Data - find some
Parking - find out how much it costsUntestedUntestedGave upUntested123
Parking fine - pay one
Petitions - create one
Planning application - comment on oneUntestedUntestedUntestedEasy923
Planning committee meeting - find when the next one isUntestedEasyEasyDifficult743
Planning or building control violation - report one
Planning permission - apply for it
Population and census information - find it
Pothole - report one
Public toilets - find them
Read the council's greenhouse gas emissions report for the previous year
Regulation of children on stage, film, and television - find information
School places - apply for one
School term dates - find them
Scrutiny committee reports and minutes - find them
Senior staff and politicians in the council - find their names
Small business support - find information
Social media accounts - find them
Stopping smoking services - find information
Supplying the council - find out how
Sustainability and climate change - find information on
Taxi driver - complain about oneUntestedUntestedGave upUntested123
Taxi licence - apply for one
Telephone number - find the main one
Trading Standards - complain about a dodgy item from a shop
Travellers - find information about themUntestedGave upGave upUntested133
Tree preservation order - apply for one
Unitary Development Plan / Local Development Plan - find itUntestedVery easyUntestedVery easy1033
Voting - register to
Vulnerable adult - express concern about one
Vulnerable child - express concern about one
Watch a webcast of a recent council or committee meetingUntestedGave upGave upUntested133
Welfare reform - find information about
Youth clubs in the area - find informationUntestedEasyEasyVery easy740
TotalsNavigationA-ZGoogleSite searchReadabilityScoreTests 
Total scores811525288273  
Number of tests19181512 55 
Usability Index (total score ÷ number of tests)417375  

About the scores

Each task can be tested according to five different criteria - navigation from the home page, navigation using the A-Z directory (where present), searching on Google, searching using the site's internal search, and the readability of the page. Scores are assigned according to 10 = Very easy, 8 = Easy, 4 = Difficult, and 1 = Gave up. As more users complete any given test, the score for each aspect of each task becomes a mean average of all the individual testers scores, and thus the more tests are completed the more reliable an indication of the usability of the website can be seen. The total scores in the table are thus the sum of the averaged scores for the whole suite of tasks which have been tested.

The Usability Index is the sum of the scores of all the tests which have been carried out, divided by the number of tests which have been taken for this council, resulting in an index score between 1 and 10, with 6 being the score which a nominallly usable website with room for improvement might be expected to achieve. If any criteria have had fewer than 15 tests, or the site as a whole has had fewer than 50 individually tested items, the final Index scores are shown in a grey background to indicate insufficient testing for the result to be a reliable indicator.

The Importance column shows the mean average of how important all the testers considered the ability to complete this task to be, ranging from 0 = Unimportant to 5 = Very important.

Specific comments made about this council

Adult education courses - find information
Internal search query took me to a page not found error. Having adult education under a top level link of Children and education seems a bit wrong to me.

Complain about something the council has done
Such a shame because it was easy to find what I assumed to be the correct page with a link to what I assumed to be the correct form - but the form link was just a loopback link to the page itself without letting me get to the form.

Food hygiene problem - report one
Very long page of information about different kinds of food complaint, but I couldn't see any direct way to raise my complaint online. I also think the top level Environment for this kind of thing is confusing to the average web user.

Market stall trading - find information about
I *think* the information about Street Trading is the information about market stalls, but that wasn't clear from the search path. Navigation was under Business Opportunities, which wasn't entirely obvious to me, and then when I got to the information most of it was in .pdf documents. I'd also expect an online form application rather than an email address.

Missed bin collection - complain about one
Top link on the internal search results took me to a page showing the statistics for the numbers of missed bin collection reports for 2010/11... Another search link took me to a form where Account number was a mandatory field (looking more closely it appeared to be for commercial waste). Was surprised that when I got to the actual form there were many fields to optionally complete, but no postcode field, so I don't know how they know which Station Road in the borough the report is concerning.

Parking - find out how much it costs
None of my search queries (parking fees, parking charges, parking costs, parking prices) turned up any information. Unbelievably, I couldn't find information about the locations of car parks of the costs of parking via navigation either.

Planning committee meeting - find when the next one is
I think the information on the introductory page could have been broken up into an easier format than just a very long page. Navigation was made slightly harder by having the link to planning committee under the consultations heading on the planning applications main page.

Travellers - find information about them
Searches pulled up minutes of meetings talking about Travellers' sites, but no information.

Unitary Development Plan / Local Development Plan - find it
Excellent job of signposting from the UDP page to the Local Plan page which supersedes the UDP

Watch a webcast of a recent council or committee meeting
There's a webcast portal which was easy enough to find from a Google search, but no webcasts on it. First two results on the internal search actually looked like spam! Couldn't find the portal at all from navigation, presumably because it's not being used.