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The Client

Public Services Ombudsman for Wales has legal powers to look into complaints about public services and independent care providers in Wales. They also investigate complaints that members of local government bodies have broken their authority’s code of conduct. They are independent of all government bodies.

The Brief

Public Services Ombudsman for Wales approached Spindogs with their old website which was in much need of a refreshed design to enhance their professional image. They were after something that would be clearly laid out and easy to navigate, allowing information to be found more easily and intuitively. The website also needed to have an appropriate level of security, explain the service that they (and Complaints Wales) offer and appropriately reflect the needs of their wide range of stakeholders.

It was also largely important that the new website would be accessible to all potential users and compliant with equality legislation and best practice.

The Solution

We started the project with several discovery workshops to find out the main pain points that Public Services Ombudsman for Wales were having and what solutions we could offer.

We felt that a WordPress website would offer the level of functionality that the client needed and we built a simple site that was clear and easy to navigate but represented them appropriately as the professional service they are.

We integrated a third party postcode lookup for complaints forms, added an investigations module, implemented an emergency message feature and created a multi-step form which would allow job applicants to resume progress on applications they have started but not finished. We also set up integration with third-party complaints form (we host the form which saves to their CRM system) to allow complainants to start new complaints and resume existing ones.

Alongside all this, we made the website bilingual so visitors are able to select whether they’d like the text on the website to be displayed in Welsh or English as soon as you arrive at the home page.

You can check out the full website here.

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