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Writing, organizing, and structuring an agency or department's web content takes specialized skills that the guy in the end cube with spare time likely doesn't have. Agencies need to dedicate resources with the right skills—writing, customer service, UX—to build, maintain, and manage web content. It's a full-time, ongoing job for an entire team to keep an agency's content current and accessible.
Too many agencies build complex customer self-service systems that are heavily branded with program names and acronyms. Citizens don't care about what system is providing the information or service they seek—they just need to find or accomplish something important. Case in point: USPTO's patent and trademark search. These systems should be created and exposed as services that the web teams can include as appropriate across ...more »