Embed Size (px)
DESCRIPTION
Citation preview
BETTER WEBSITE SERIES:
CREATING A CITIZEN-
FOCUSED WEBSITE THAT
MAKES GOVERNMENT
EASIER
CONNECTING PEOPLE
www.gulfshoresal.gov www.cityofbrevard.com www.ci.manhattan.ks.us
Identifying what citizens want
Evaluating your current solution
Ensuring success of the project
Confusing/difficult to navigate
Inaccessible
Time consuming
Inconvenient
of surveyed citizens say their
government website is less
than easy, difficult, or very difficult to use*.
*Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactions visit www.digitalcommunityengagement.com for more info
How Your Citizens Feel
“The City website is a sad, somber site that I only go on
because I have to. With technology being what it is
today, it would be nice to be able to sign my children up
for the various programs and trips that our city offers. I
am a mother of four, always dropping off or picking
someone up from practices. It is hard for me to get to
the Recreation Department during their operating
hours and so I often miss out or have to pay late fees.
Life would be soooo much easier if I could do it
online.”
- Anonymous Resident
Better Communication Convenience of Online Service
Digital interactions cost 80% less than non-digital interactions* Allows citizens and government staff alike to be more productive because they can conduct their government business more conveniently
More convenient methods of payment encourage higher compliance and increased revenue collection
*Accenture’s Digital Citizen Pulse Survey Visit www.accenture.com/us-en/Pages/insight-digital-pulse-survey-summary.aspx for more information
Highly functional
User-friendly
Easily accessible
Easy-to-use
“Dude! This is a very sweet and eye catching site! I have been telling everyone I know to check it out!” – Mammoth Lakes Citizen “… The new website is one of the best county sites I have seen!” – Nassau County Citizen "Dear Webmaster, I am a life-long, 50 year resident of Lucas County. … Today, I found that you have replaced the old website with a NEW, dynamic, colorful, highly functional website that contains a collage of the BEST things Lucas County has to offer. … BRAVO!!!" Our new CivicPlus site took us from an outdated and difficult-to-use website to a vibrant, user-friendly online space for our residents. The process and new system allowed us to revamp our site so that we can provide easy access to information, a better visual identity and opportunities to engage online. Every time someone asks where they can find information, I am so excited to explain how easy it is to use our website!
What Citizens Are Looking For
25%
28%
28%
34%
36%
44%
45%
48%
50%
50%
Search for municipal jobs
Pay parking tickets or fines
Read blogs
Browse business listings
Reserve facilities
Apply for licenses or permits
Provide input on municipal issues
Pay bills or fees
Submit requests or concerns
Register for events
What functionality would citizens most likely use, if offered on their local government website?
Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactions visit www.digitalcommunityengagement.com for more info
What Citizens Are Looking For
If made available, what items would citizens most likely use their local government website to pay for?
66%
61%
57%
51%
49%
Registration Fees
Permits
Utility Bills
Tickets or Fines
Information Requests
Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactions visit www.digitalcommunityengagement.com for more info
The Digital Disconnect
More than half of citizens are unsure about the
basic functionalities their local government
website provides
Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactions visit www.digitalcommunityengagement.com for more info
The Digital Disconnect
Unsure 54%
Yes 20%
No 27%
Are you able to fill out and submit forms through your local government's website?
Unsure 52% Yes
29%
No 19%
Are you able to submit a request or ask a direct question through your local government's website?
Unsure 49%
Yes 24%
No 27%
Are you able to pay for community services through your local government's website?
Top visited pages Pages seldom visited Top searched terms Visit cycles
Which services they were looking for What information they were gathering How do they like to access the information
Make sure you have representatives from IT, Administration, PIO, and any very public facing departments and if possible a community member
This team should be permanent, focus may change, people may rotate in and out, but the team stays
Designate a web specialist in each department
Schedule meetings with stakeholders; citizens, community leaders, business owners, affiliated organizations like the CVB
Identify needs; services, communications, etc.
Create personas and user experiences
Think about the image the community wants to project Consider how design and branding will help meet the organizational goals and strategies Think about how design affects mobile or vice versa How will you drive traffic????
www.southmiamifl.gov www.shawneetownship.com
www.leaguecity.com www.nantucket-ma.gov
Download the Presentation
This presentation is available for download
Visit www.civicplus.com/BetterWebsiteSeries for this presentation
and several others resources.
