the state of utah’s official website generating results with your website june 8, 2006 gmis...

The State of Utah’s Official Website

Generating Results With Your Website

June 8, 2006GMIS Meeting

Carrie Gott

General Manager

Utah Interactive


Utah InteractiveWho we are:

• eGovernment Solutions Company

• Subsidiary of NIC


Utah InteractiveWhat 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 InteractiveHow we do it:

• Public-private partnership

• Long-term contract

• Oversight by the Office of the CIO

• Self-funded model


Why Your Website Matters

• Saves state resources• Benefits businesses by delivering greater

efficiencies• Meets citizens where they are = increased

convenience and efficiency and more accessible government


Utah.gov - one example

• 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 - the numbers tell the story...

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 2006• 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


Assessing Your WebsiteHow 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 WebsiteAs 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?


User-Centered DesignLearn 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 feedbackDesign 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


Good design - focus on the customer

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


Usability

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


Why 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


Usability Mistakes

• 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


Why Accessibility?

• 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


Evolving Your Website

Static Content Online Forms

ePayments

Search/FilingPush Technology/feeds

Point of sale

Wireless

Kiosks

IVR

Streaming media

Personalization

And more


Tips For Driving Usage

• Business process• Outreach and marketing• Involve your users • Go for the full suite of services• Be the driver for change• Explore innovative delivery channels


Getting StartedContact 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


Utah Interactive - design servicesWhat 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 solutionsOur Expertise:• Usability• Accessibility• Creative solutions and interactivity• Quality layout, design, graphics, and

programming from an award-winning team


Questions & Answers

Carrie Gott, General [email protected]

Gary Hogge, Director of Partner Relations

[email protected]

Alan Gardner, Lead Web [email protected]

the state of utah’s official website generating results with your website june 8, 2006 gmis...

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