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Generating Results With Your Website June 8, 2006 GMIS Meeting

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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  1. Generating Results With Your WebsiteJune 8, 2006GMIS Meeting Carrie Gott General Manager Utah Interactive

  2. Who we are: eGovernment Solutions Company Subsidiary of NIC Utah Interactive

  3. 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

  4. How we do it: Public-private partnership Long-term contract Oversight by the Office of the CIO Self-funded model Utah Interactive

  5. 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

  6. 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

  7. 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...

  8. 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

  9. 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

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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?

  17. 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?

  18. 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

  19. 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?

  20. Static Content Evolving Your Website ePayments Online Forms • Push Technology/feeds • Point of sale • Wireless • Kiosks • IVR • Streaming media • Personalization • And more Search/Filing

  21. 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

  22. 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

  23. 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

  24. Questions & Answers Carrie Gott, General Manager carrie@utahinteractive.org Gary Hogge, Director of Partner Relations ghogge@utahinteractive.org Alan Gardner, Lead Web Designer alan@utahinteractive.org

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