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Many government agencies are getting their Web design right. Here are the five attributes these websites likely have in common.

It’s no secret that in-person processes are increasingly moving to online environments, from financial transactions to planning and booking travel. And government services are following suit. Instead of visiting a city hall or county or state agency, constituents can now apply for health insurance, view legislative sessions and pay parking tickets all from their personal devices.

Effective government websites offer improved service, greater transparency and lower costs to better support individuals, communities and businesses. And thanks to these more effective websites, agencies with shrinking budgets needn't allocate valuable staff and time to processes that can be more efficiently and conveniently carried out online.

A survey conducted by the Center for Digital Government (CDG) specifically for Akamai Technologies indicated that in 2015, top priorities in the coming year for IT professionals in state and local government included increasing the number of online services to businesses and citizens and improving mobile access. Despite government officials realizing the value of Web access, however, many are struggling to meet these goals, citing security, poor user experience and lack of personalization as their top challenges.

But as Government Technology will explore as it digs into the 2016 Best of the Web survey, the results of which will be released Sept. 1, some agencies are getting it right. Here are the five attributes these websites likely have in common:

  1. It’s Responsive

    Agencies must deliver a positive user experience, despite having little control over users’ device types, browsers or cellular connections. Having a format that is readily accessible for mobile browsers is key as more people than ever are using mobile devices. In a 2015 survey by Pew Research Center, 40 percent of respondents reported using a smartphone to look up government services or information (a number that likely is increasing).

    Mobile-friendly websites not only help address issues of digital equity, they also provide new ways for government to serve citizens, such as travelers reserving campsites or commuters looking up information about traffic jams. Performance optimization tools can help agencies deliver content in a format that is easily readable by a user’s device. For instance, states like Alabama, California, Maine, North Carolina and Rhode Island are utilizing responsive Web design (RWD) so that users can easily view content on nearly any screen.

  2. It’s Reliable

    No matter how well applications address a need or how good the content is, none of that is relevant if users are unable to access a Web page or quickly load content. Unreliable, slow Web service leaves users frustrated and likely to abandon online services, especially as consumers have come to expect exceptional service among e-commerce sites. In fact, almost half of e-commerce customers expect a Web page to load within two seconds. To meet consumer expectations, government organizations must provide this same level of service, which can be achieved by offering highly available connections regardless of user location; flexibility (i.e., scalability) to meet sharp fluctuations in traffic volume (e.g., election season); and rapid page loads (as a function of network routing and bandwidth).

  3. It’s Secure

    Cybersecurity is top-of-mind across both the public and private sectors, thanks to headlines that demonstrate the damage that can occur when security measures are incomplete or incorrectly implemented. A hack on the Virginia Prescription Monitoring Program in 2009 caused 8 million patient records to be deleted. Back in 2013, the Washington State court system website was breached, potentially exposing up to 160,000 Social Security numbers and 1 million driver’s license numbers. In 2015, the U.S. Office of Personnel Management was hacked, and cybersecurity struggles were still apparent one year later. Though the struggle is not new, it is becoming more prevalent.

    But with the right security mechanisms in place, state and local governments can diminish the threat of attacks like these. Agencies must incorporate multiple layers of security in their portals in order to maintain secure, reliable Web services and offer a variety of online services, from exchanging confidential personal records to accepting or distributing payments.

  4. It’s Consistent

    Today’s citizens expect access to government services 24/7 and from any device. When it comes to websites, a consistent look and feel comprised of visual design, functionality, overall tone of voice and interactions is imperative to meeting user needs. The aforementioned CDG survey, however, found that nearly 70 percent of respondents said a consistent user experience across multiple devices and locations is an unmet need.

    Some agencies have an ad hoc approach to Web applications and user interfaces. But a uniform website helps users recognize legitimate government websites, diminishes the interaction learning curve, and can go a long way toward building trust and shaping public opinion. To ensure that customers are getting the most out of their government website experience, agencies also need to offer a variety of pertinent applications that can accommodate individual user traits including location, device and personal preferences.

  5. It’s in the Cloud

    Many state and local governments do not have the technology, staffing and other resources required to establish an effective and reliable website. As such, they have found that cloud-based applications and services go a long way toward meeting these needs.

    In last year's CDG survey, nearly 60 percent of respondents said that in 2016, they expected to increase their use of cloud-delivered Web applications. Important drivers for cloud-delivered Web options include cost savings; IT infrastructure challenges; and improved security, speed, performance and scalability. By employing a cloud-based content delivery network, agencies do not have to invest in or maintain the infrastructure, hardware and bandwidth required to deliver website services. Cloud-based services use the Internet to deliver specific IT capabilities as needed. This model is particularly important when a government site offers services that frequently fluctuate in demand or consume a large amount of bandwidth.

Vibrant websites offer state and local governments opportunities to provide citizens, workers and businesses innovative services that streamline operations, reduce costs and ultimately better serve communities. But security concerns and poor user experience, stymied by budget, staffing and technology limitations, have prevented some agencies from realizing the full potential of website services. Agencies must take the necessary steps to unlock the digital door so that citizens can take advantage of the seemingly limitless opportunities afforded by government websites.

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Autor(en)/Author(s): Tom Ruff

Quelle/Source: digital communities, 17.08.2016

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