Generating results with your website june 8 2006 gmis meeting
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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 Website June 8, 2006 GMIS Meeting

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Generating Results With Your WebsiteJune 8, 2006GMIS 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

Design services: website design, logo design, brand identity, marketing materials, and more.

Consultation

Marketing services

Utah Interactive


How we do it:

Public-private partnership

Long-term contract

Oversight by the Office of the CIO

Self-funded model

Utah Interactive


Saves state resources

Benefits businesses by delivering greater efficiencies

Meets citizens where they are = increased convenience and efficiency and more accessible government

Why Your Website Matters


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

Utah.gov - one example


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….

Utah.gov - the numbers tell the story...


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

Utah.gov 2006


Clean, fresh, contemporary design

Savvy use of CSS (Cascading Style Sheets), XML (eXtensible Markup Language), and AJAX (Asynchronous JavaScript and XML) to generate pages and key word search

Smart implementation of Web 2.0 standards as applicable to eGovernment

Utah.gov 2006


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

Assessing Your Website


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 your website degradable for those who don't have Javascript enabled or have the latest plug-in?

Assessing Your Website


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?

Assessing Your Website


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

User-Centered Design


FACT:Well-designed* and properly deployed** eGovernment services consistently deliver value to citizens and businesses while also generating efficiencies for state agencies.

*WELL-DESIGNED

Built for end users

Interfaces properly with backend systems

Intended to enhance and accelerate an existing process

Meets a defined need

**PROPERLY DEPLOYED

Tested thoroughly

End users are invested in the process and the product

Marketed to target audiences

Enhanced based on user and agency feedback

Good design - focus on the customer


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

Visually pleasing

Usability


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”

Why Usability?


Websites with poor usability =

User frustration

Users unable to complete tasks/find info

Loss of user retention

Customer dissatisfaction

Negative reaction to agency

More phone calls and emails

Why Usability?


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

Usability Mistakes


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

Why Accessibility?


Static Content

Evolving Your Website

ePayments

Online Forms

  • Push Technology/feeds

  • Point of sale

  • Wireless

  • Kiosks

  • IVR

  • Streaming media

  • Personalization

  • And more

Search/Filing


Business process

Outreach and marketing

Involve your users

Go for the full suite of services

Be the driver for change

Explore innovative delivery channels

Tips For Driving Usage


Contact us to help you assess your website goals

Logo & Website design

Site architecture/navigation design

User testing

Accessibility testing and repairs

Flash presentations/movies

Online forms

Database searches and filings

UtahGovPay payment engine

Custom programming

Consultation

Getting Started


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

Our Expertise:

Usability

Accessibility

Creative solutions and interactivity

Quality layout, design, graphics, and programming from an award-winning team

Utah Interactive - design services


Questions & Answers

Carrie Gott, General Manager

[email protected]

Gary Hogge, Director of Partner Relations

[email protected]

Alan Gardner, Lead Web Designer

[email protected]


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