Presented @ GTC-West in 2008, this deck tells the tale: the steps, strategies, challenges and benefits of socializing citizen-centered design a routine part of agency website design.

1. The new California Standard:
From eGov to iGov
Carolyn Lawson
Deputy Director of eServices
State of California
Kath Straub PhD, CUA
Chief ScienCst / ExecuCve Director
Human Factors InternaConal

2. Background ‐ 2001

3. Background ‐ 2006

4. MoCvaCng Change
Succeeded
User Experience Struggled
Tes2ng Results
Never
Completed
Usable Design ‐ Best Prac2ces Scorecard
Best PracCce
Target
Average
Unusable
Interac(on Presenta(on Homepage Naviga(on Content

5. Some of the problems
Can’t find things Outdated content Long long Pages
no Spanish Content Too many clicks Too much informaCon
Content not helpful Text too small Organized like the government
The wrong stuff is on top Pictures don’t help Who needs personalizaCon?
GovSpeak Search doesn’t work …”I know its here, I just cant find it”

6. Leadership comes from inside …
Clark Kelso, CIO

7. Socializing Change
• The right direcCon
• The right foundaCon
• The right steps

8. Defining the Standard
• Flexible
• Extensible

9. Defining the Standard
• Flexible
• Extensible

10. Defining the Standard
• Usable websites for the people
• Usable for the people using it

11. Making Change Happen …. in the Movies

12. Le[ng Change Happen in eGovernment
Clark Kelso, CIO Andrew Armani
Webmasters
Agency CIOs

13. Building Community

14. Building Community

15. A voluntary standard??

16. A voluntary standard
• Tools
• Training & Mentoring
• Staff
• A Cpping point….

17. Le[ng it Unfold
June 06
Evidence‐based review
Forming commi]ees and community
CreaCng the Standard
EducaCon & Outreach
AdopCon “deadline”
Nov 07
.
.
Community building ….
Today

18. Today ….
Community building ….
RecogniCon of success
Encourage innovaCon by state staff
YouTube
GoogleGadgets
Joomla
.net nuke

19. Impact: ROI of Standard
2001
• 120 agencies | 400 URLs
• ~ 80% needed vendor support to implement
• average cost : $200K / agency
Cost to CA: (400* .8) * 200,000 = $64,000,000

20. Impact: ROI of Standard
2001 ‐ Cost to CA: (400* .8) * 200,000 = $64,000,000
2007
• 120 Agencies | 400 URLs
• ~ 80% migrated using exisCng staff resources
• 20% used vendors to migrate
• Average cost ~ 100K/agency* ooen includes uX support
Cost to California: (400* .2) * 100,000 = $8,000,000
Savings across agencies : ~ $56M

21. Impact: Improving ciCzen experience
Original Site – State Personnel Board Redesign
Usability Findings : Test ‐ Retest

22. Impact: Improving ciCzen experience
Original Site – State Personnel Board Redesign
Usability Findings : Test ‐ Retest

23. Impact: Improving ciCzen experience
Original Site Redesign
Usability Findings : Test ‐ Retest

24. Impact: Improving ciCzen experience
Original Site Redesign
Usability Findings : Test ‐ Retest

25. Impact: eService Centers
Integrated
Government
Taxes
Consumers
Español
Kids
Electronic
Government

26. Speaker Contact InformaCon
Carolyn Lawson
Deputy Director
eServices Office
State of California
info@eservices.ca.gov
Kath Straub
Chief ScienCst / ExecuCve Director
Human Factors InternaConal
800.242.4480
kath@humanfactors.com