How To Create Government Websites That Dont Suck

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This presentation was held on 18 August 2009 at Wellington Regional Chamber of Commerce as a breakfast briefing for Government departments.


  • 1. Trent Mankelow How to create government websites that dont suck

2. Trent Mankelow How to create government websites that dont suck rock! 3. "Despite promises of dramatic change and continuous innovation early on, ...the public sector today looks much as it did when the Internet began its ascendancy" - United Nations e-Government Survey 2008 4. 64% of public sector organisations expected to spend money on a new/upgraded website in 2008/09. 53% expected to spend money on new/upgraded online services in 2008/09. - Government Use of ICT 2008 5. We are falling behind We slipped from 19th place in 2007 to 31st in 2008 according to the Global E-Government Report We were 13th in the UN list, now were 18th 6. The Internet should TRANSFORM government 7. The Internet should be the number one channel for government agencies Improve public sector efficiency Convenience and 24 x 7 availability Advance democracy 8. But instead of transforming government, innovation has tended to be small-scale and gradual 9. How to create government websites that rock 01: Create a citizen-centred culture 02: Create an actionable, citizen-centric 03: Improve findability 04: Follow a user-centred design process online strategy 10. 01: Create a citizen-centred culture 11. Currently many government departments have a shared accountability model When something is owned by everybody, it is owned by nobody This model can't help but trend toward mediocrity 12. Competing priorities was the most commonly cited factor restricting the implementation of new ICT in government 13. So don't make it compete 14. Hire a Chief Citizen Officer 15. Reboot culture 16. Values for successful web teams Networking and broad contacts externally and internally Respect for individuals Trust Sharing of ideas and information Sound underlying systems and procedures Continuous learning and development Creativity and innovation 17. 02: Create an actionable, citizen-centric online strategy 18. Know who your users are and what their goals are 19. Stop designing for "all New Zealanders" 20. The trouble is that when you design for everyone, you design for no-one 21. Conduct basic research to segment and understand your audience 22. One great way to stop designing for all New Zealanders this is to use personas 23. Create a coherent, lightweight online strategy 24. Use a simple process 1. Interview stakeholders 2. Understand your users (user survey, web analytics) 3. In a workshop: a. Agree your key users and their tasks (based on research) b. Brainstorm website goals and vision individually and then collate common themes and patterns c. Brainstorm future initiatives individually and then collate common themes and patterns 4. Firm up goals, provide definitions and ways to measure the goals. Research themes and get other example websites 5. In a workshop: a. Finalise goals and vision b. Talk through the initiatives c. Map the effectiveness of each initiative to achieve each goal d. Prioritise initiatives based on their effectiveness across all goals 6. Finalise strategy 25. Don't develop the strategy in isolation create a cross- channel strategy 26. 03: Improve findability 27. 36 Finding stuff and get bigger 28. In 2020, the amount of info on the web will double every 72 hours 29. In some government departments, new websites spring up like mushrooms Governments are broken up into competing agencies and jurisdictions Too many sites 30. Citizens shouldn't have to know about the mechanics of government in order to be able to interact with it 31. Remove redundant content, and consolidate sites to make stuff easier to find 32. Fix iGovt 33. Make iGovt seamless 34. 04: Follow a user- centred design process 35. There are real costs when government websites are unusable 36. Website use typically doubles when the site is made easier to use 37. Use ISO13407 38. Use ISO 13407 Project planning shall allocate time and resources for the human- centred activities. This shall include time for iteration and the incorporation of user feedback, and for evaluating whether the design solution satisfies the user requirements. Relevant user and stakeholder groups shall be identified and their relationship with the proposed development described in terms of key goals and constraints. There are four linked human-centred design activities that shall take place during the design of any interactive system a. Understand and specify the context of use; b. Specify the user requirements; c. Produce design solutions; d. Evaluate. 39. "Usability standards are likely to have the most influence when cited in commercial contracts....Require a design and development project to carry out activities that conform with ISO 13407 - International Standards for Usability Should Be More Widely Used, Nigel Bevan, Journal of Usability Studies, Volume 4, Issue 3, May 2009, pp. 106-113 40. Conclusion 41. Success stories 42. The results Original success rate Final success rate Increase Client 38% 74% 36% Provider 44% 69% 25% Business 29% 77% 48% Target increase Actual increase Page views (users) 10% 25% Page views (staff) 10% 32% 43. How to create government websites that rock 01: Create a citizen-centred culture 02: Create an actionable, citizen-centric 03: Improve findability 04: Follow a user-centred design process online strategy 44. It shouldn't be e-Government. It should just be government 45. Thanks Trent Mankelow Optimal Usability