while people need information, they often go online to DO something. Too many government web sites don't provide a means of action within a click. Instead they take the user around in circles. Make sure you have a repertoire of what people want to DO when they go to a website, provide an obvious set of options in the sidebar, do not have circular referral links.
Services and Transactions
What can we do to improve how services and transactions are delivered on federal websites?
I am a vendor, with past experience providing goods to the govt. However our specialty item means we basically wait for them to call us rather than trolling for contract/bid opportunities. I have to be part of ORCA, CCR and now IPP in order to get bids and now to get paid via automation. I received the below auto-reply from the IPP system. "You have not accessed the IPP application for an extended period of time with ...more »
So, we have this site called "Recalls.gov" and it's a great cross-agency aggregator for information on product recalls. But what we haven't done is set up a one-stop shop for consumers to SUBMIT complaints for agencies to investigate. Citizens still need to figure out what agency has jurisdiction over the product they want to complain about. What citizen is going to know that they should complain about their child safety ...more »
The database should allow tagging so that it is easy to identify common services. Allow all agencies to post services to this comprehensive database. Include criteria such as whether the service is mobile-enabled, etc. The database should provide easy-to-use APIs so that states and agencies can automatically include a "related services" widget or service that makes it easy for users to find related services across the ...more »
Create a secure system for web-based voting and census recording. Voting could include but not be limited to all federal elections and congressional bills. Enabling a citizen to vote via the internet would allow those who are unable to reach the polls accessibility to voting. A system such as this would eliminate absentee ballots and provide easy access for those who are elderly or disabled. Bills could be presented ...more »
When entering data in government electronic forms, there is a significant amount of redundancy. Even if you could save people time/effort in filling out common form elements (such as name, address, birth date, social security number), it would be a huge benefit. Consider a central repository for personal information - totally opt-in and secure - where citizens could choose to log into and use in government electronic ...more »
(I feel that this is also a customer service issue, but the real discussion is at the following, please check it out:
While it's true that the Web must be optimized around top tasks and the like, usability tests and other Web analytics only tell Web Managers about their *current* users. Frequently absent from the conversation are the people who *want* to use an agency's Web site. Top tasks & content should be informed by mail, phone, and social media channels ... analytics must synthesize *across* these channels to help drive people ...more »
Currently, memorial V.A. flags are 'not' distributed to family of deceased from the V.A., but mailed to the local post office branches for distribution to mortuaries, upon receipt of a paper application form. This costs the Federal Government a minimum of $12 per flag, including manufacture, postage and handling fees. Why not have a website that would allow each flag to be ordered, for the deceased veteran, online with ...more »
Currently transacting online with State and Federal websites often means paying a high convenience fee for using Credit Cards and a Cumbersome interface for e-checks. There are companies who are using technologies in this space to both improve the User experience. Look at companies such as www.noca.com and www.wepay.com which are attempting to do this
In cities including New York and San Francisco, you can call 311 or visit a site, and get help or report problems to be fixed.
A single site like that for the Federal gov't would really help. You could search for an existing solution, and get directed to the right place for help.
There are many variants of this possible, like having the request automatically directed to the people with the answers.
Some websites allow online transactions, others don't. Everything should be uniformly actionable online. There should be a standard template across agencies so that users know how to navigate any government site.