State portals miss usability mark
Study shows many state sites fall short of being accessible, customizable or usable to constituents
"State Web Portals: Delivering and Financing E-Service"
Although state governments are moving quickly to provide better information
and customer service on their Web portals, many sites still fall short of
being accessible, customizable or usable to constituents, according to a
national study.
The study, "State Web Portals: Delivering and Financing E-Service,"
is a snapshot of government sites during spring 2001, so they may have advanced
since then, cautioned Rick Webb, managing director of PwC Consulting, a
division of PricewaterhouseCoopers, which funded the study. The report,
conducted by three Indiana University scholars, is intended to help states
enhance their e-services to citizens, he said.
The study used a 131-point questionnaire, and the results ranked sites
on four factors:
* Openness — The extent to which governments provide comprehensive
information and services on their sites.
* Customization — The ability of users to personalize the information
to their needs and wants.
* Usability — How accessible the information is to all users and how
easy the portal is to navigate.
* Transparency — How much a user trusts the content. For example, this
could mean posting security and privacy policies, information on agency
contacts and feedback procedures, and offering electronic receipts after
a user performs an online transaction.
The portals of California, North Dakota, Maine, North Carolina and Pennsylvania
ranked highest based on those four factors. At the other end of the spectrum,
the study ranked Tennessee, Nevada, West Virginia, South Dakota and New
Jersey the lowest.
Webb, a former chief information officer with North Carolina, said he
was particularly surprised that only seven portals offered some degree of
customization. He said that because states must provide information and
services to a diverse audience, content personalization is important for
users.
Many state sites also lagged on accessibility issues — including help
features, multilingual capabilities, information sent to personal digital
assistants, and serving users with disabilities.
Thirty-four states conformed to Web content accessibility guidelines
developed by the World Wide Web Consortium ({http://www.w3.org} www.w3.org),
but many of those states have minor problems relating to the use of graphics,
the study said. And 16 states have portals that do not provide "reasonable
access to a significant number of disabled users," it reported.
Only four states had options to view content in a language other than
English, and a varying degree of states offer help and training to new visitors.
The study said 16 states don't offer any form of help.
"Portal development is both a sprint race and a journey. It's a sprint
race because states are moving aggressively to provide better customer service
and organizational content for citizens. But a long-term large investment
is required to make the functionality necessary," said Webb, who added that
states have come a long way and that portals are continually maturing.
Another finding of the study is that portals do little to instill constituent
trust. For example, only eight states provide both a security and privacy
statement. And most states do not consistently provide receipts or other
acknowledgments of completed transactions.
The report outlined several recommendations, including emphasizing customer
service; organizing services by event rather than department; allowing for
customization; recognizing the diversity of visitors; and including features
to enhance the legitimacy of the portal.
Webb said portals should be treated like long-term capital assets, accounted
for in a capital budget and reported on distinctively in budgetary and financial
reports. The study also said user charges are appropriate but shouldn't
be relied on to finance portal costs.
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