Gartner Research

Four Actions Government CIOs Can Take to Improve Website Experiences for Citizens

Published: 02 March 2017

ID: G00324239

Analyst(s): Bill Finnerty

Summary

As more government services move to online channels, providing a quality citizen experience is key to any successful citizen engagement program. For CIOs leading the transition to digital government, we offer four actions to significantly improve their websites' appeal to constituents.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Implement Digital Design Principles for Website Interactions to Improve the Citizen Experience
    • Customer Journey Maps
  • Create a Personal and Engaging Online Experience by Integrating Customer Experience Analytics and a Personalization Engine Into Website Capabilities
  • Engage the Community in the Website Life Cycle by Establishing a Citizen Advisory Group
  • Focus on Accessibility Requirements Among a Diverse Group of Users by Reaching Out to Advocacy Groups

Case Study

  • Minnesota Department of Revenue
    • Problem
    • Solution
    • Results

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