A good example would be something simple like a Council Tax Single Person Discount. Whilst the Council Tax team understands what this is, this is a legal term and the citizen could be oblivious to this naming convention and instead type:
- My partner moved out
- 25% discount
- I live alone
If you take a different approach and enable business experts (not IT) to add these alternative strings, it should be possible to make it so that a citizen gets 1 or two results not 1 or 2 hundred results.
So with OneVu for each and every service it is possible to associate search tags/strings with each of them. Plus, if new tags need to be added this can be done quickly and easily by the team responsible for that service, rather than having to go through a slow change control process with IT. To this end we have built in a smart search function into OneVu, which goes some way to realising the utopia of a single result when searching.