This presentation was held on 18 August 2009 at Wellington Regional Chamber of Commerce as a breakfast briefing for Government departments.

1. Trent Mankelow How to create government websites that don’t suck

4. Trent Mankelow How to create government websites that don’t suck rock!

6. "Despite promises of dramatic change and continuous innovation early on, ...the public sector today looks much as it did when the Internet began its ascendancy" - United Nations e-Government Survey 2008

7. 64% of public sector organisations expected to spend money on a new/upgraded website in 2008/09. 53% expected to spend money on new/upgraded online services in 2008/09. - Government Use of ICT 2008

9. The Internet should TRANSFORM government

12. But instead of transforming government, innovation has tended to be small-scale and gradual

13. How to create government websites that rock 01: Create a citizen-centred culture 02: Create an actionable, citizen-centric 03: Improve findability 04: Follow a user-centred design process online strategy

14. 01: Create a citizen-centred culture

16. ‘ Competing priorities’ was the most commonly cited factor restricting the implementation of new ICT in government

17. So don't make it compete

18. Hire a Chief Citizen Officer

19. Reboot culture

23. 02: Create an actionable, citizen-centric online strategy

24. Know who your users are and what their goals are

25. Stop designing for "all New Zealanders"

26. The trouble is that when you design for everyone, you design for no-one

27. Better websites start with better understanding

28. Conduct basic research to segment and understand your audience

30. One great way to stop designing for “all New Zealanders” this is to use personas

32. Create a coherent, lightweight online strategy

34. Don't develop the strategy in isolation – create a cross-channel strategy

35. 03: Improve findability

37. In 2020, the amount of info on the web will double every 72 hours

40. Citizens shouldn't have to know about the mechanics of government in order to be able to interact with it

45. Remove redundant content, and consolidate sites to make stuff easier to find

48. Fix iGovt

51. Make iGovt seamless

52. 04: Follow a user-centred design process

53. There are real costs when government websites are unusable

54. Website use typically doubles when the site is made easier to use

55. Use ISO13407

57. "Usability standards are likely to have the most influence when cited in commercial contracts....Require a design and development project to carry out activities that conform with ISO 13407” - International Standards for Usability Should Be More Widely Used, Nigel Bevan, Journal of Usability Studies, Volume 4, Issue 3, May 2009, pp. 106-113

58. Conclusion

59. Success stories

65. The results Original success rate Final success rate Increase Client 38% 74% 36% Provider 44% 69% 25% Business 29% 77% 48% Target increase Actual increase Page views (users) 10% 25% Page views (staff) 10% 32%

66. How to create government websites that rock 01: Create a citizen-centred culture 02: Create an actionable, citizen-centric 03: Improve findability 04: Follow a user-centred design process online strategy

67. It shouldn't be “e-Government”. It should just be government

68. Thanks Trent Mankelow Optimal Usability [email_address]