Generating Results With Your Website June 8, 2006 GMIS Meeting. Carrie Gott General Manager Utah Interactive. Who we are: eGovernment Solutions Company Subsidiary of NIC. Utah Interactive. What we do: Manage Utah.gov Develop, host and maintain eGovernment services
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Generating Results With Your WebsiteJune 8, 2006GMIS Meeting
Who we are:
eGovernment Solutions Company
Subsidiary of NIC
What we do:
Develop, host and maintain eGovernment services
Design services: website design, logo design, brand identity, marketing materials, and more.
How we do it:
Oversight by the Office of the CIO
Saves state resources
Benefits businesses by delivering greater efficiencies
Meets citizens where they are = increased convenience and efficiency and more accessible government
Utah.gov attracts an average of 2,000,000 unique visits per year and conducts more than 2 million eGov transactions
In total, Utah.gov provides access to more than 400 online services through state and local government
Utah.gov continues to break national 1sts in innovative service delivery
With 6 redesigns in 7 years, Utah.gov pushes the envelope in meeting citizen needs for online government service
Online service usage proves that Utah.gov is very often the premier, and in some cases the only, choice for accessing government information and services
Utah.gov is breaking records in customer service, serving more than 150,000 website visitors in 2005 through email, LiveChat and telephone call support
In 2005, more than 2 million government transactions took place through Utah.gov, including:
The 1,000,000 online vehicle registration was completed in July
More than 100,000 business and citizen taxes were filed or paid online
More than 150,000 corporation record filings and searches were done online
More than 430,000 hunting and fishing licenses were purchased online, saving an estimated $100,000 each year for the agency
More than 43,000 professional licenses were renewed online
The 20,000 business was registered at the One Stop Business Registration service
And these are just some examples….
Bold, Utah-specific look and feel (Web 2.0)
Online services keyword search (AJAX)
Dynamic Redundant Environment (DRE)
Easy access to RSS (Rich Site Summary) news feeds, streaming media, and emergency preparedness information
Horizontal navigation frees up more real estate, making homepage not only more attractive but easier to navigate
Clean, fresh, contemporary design
Smart implementation of Web 2.0 standards as applicable to eGovernment
How to get started:
Gather your team
Identify your goals
Know your users, where they are, what they need and how they need it. Where is the pain? Focus groups, surveys, front line, etc.
Explore your own agency identity, brand, messaging, etc.
Identify the information and services needed and prioritize them
Develop the website
Test: internally and externally
Launch and measure feedback
Have a content management plan
As a team, ask lots of questions:
What are your goals with your website and who are your customers?
Is your content fresh and pertinent to the information requests you field through your customer service/feedback channels?
Is the site easy to maintain and keep fresh?
Does your web site load quickly?
Is the website 508 Compliant and friendly to those with assistive technologies?
Do you have quality search engine available to help your visitors find information they want?
How well are you successfully driving traffic to applications or services that are important for the user and your organization?
Are you monitoring and reviewing feedback?
Learn from Users:
Consider the needs and goals of your audience
Communicate with actual users
Gather feedback or research your user groups
Continue to monitor user feedback
Design with the User in Mind:
Focus on what is important to the user, in addition to the agency’s goals
Provide solutions to your users’ needs
Focus on ease of use
Develop intuitive navigation and information structure
FACT:Well-designed* and properly deployed** eGovernment services consistently deliver value to citizens and businesses while also generating efficiencies for state agencies.
Built for end users
Interfaces properly with backend systems
Intended to enhance and accelerate an existing process
Meets a defined need
End users are invested in the process and the product
Marketed to target audiences
Enhanced based on user and agency feedback
A user-centered design focuses on meeting website user’s goals, needs, and expectations.
Usable websites are:
Easy to learn and use
Efficient to use
Enjoyable or satisfying
How We Use the Web
We don’t read, we scan
We look for quick solutions
We don’t care about company/agency organizational structure
We have expectations from past experience with computers & Internet
We don’t want to “figure out” a website
We look for “what to click on next”
Websites with poor usability =
Users unable to complete tasks/find info
Loss of user retention
Negative reaction to agency
More phone calls and emails
Treating the website as a brochure rather than a fundamental shift in the way we conduct business
Assuming the user thinks the same way about your information as you do (the agency)
Using only “org chart” structure/navigation
Posting content from printed materials directly on the Web – We don’t read Web pages the way we read printed materials
Assuming all users are viewing with a fast connection, a large screen, and the latest browser
Use of the Web is spreading rapidly into all areas of society, including seniors & the disabled
New technology allows the Web to be used on a variety of devices, such as PDAs, phones
Seniors, the disabled, and rural users rely on the Web since it is more difficult to physically visit business/government offices
An accessible site means you can reach a wider audience of customers and constituents, and they can use the site effectively more satisfied customers
Web accessibility has benefits for all users – standard code, greater browser & device compatibility, improved usability
Outreach and marketing
Involve your users
Go for the full suite of services
Be the driver for change
Explore innovative delivery channels
Contact us to help you assess your website goals
Logo & Website design
Site architecture/navigation design
Accessibility testing and repairs
Database searches and filings
UtahGovPay payment engine
What We Do
Design & maintain Utah.gov web portal
Create new and re-designed websites for State of Utah agencies on a contract basis
Design user interface for eGov applications
Develop standards and enterprise solutions
Creative solutions and interactivity
Quality layout, design, graphics, and programming from an award-winning team
Carrie Gott, General Manager
Gary Hogge, Director of Partner Relations
Alan Gardner, Lead Web Designer