Dot-govs Need Digital Overhaul… Yesterday
The world has changed. Citizens are hailing cabs via their smartphones, ordering groceries online and chatting with bots for customer service. They want the same out of government services, too, but don’t feel agencies are quite there yet.
That’s according to Booz Allen Hamilton’s recent “Rise of the Digital Citizen” survey, which examined how consumers’ digital experience with the federal government compared to that of commercial websites, and what citizens expect. It asked 1,000 U.S. adults who recently accessed federal government information online.
Overall, 59 percent of respondents found federal websites easy to navigate, 62 percent view federal sites as secure and 38 percent find them mobile-friendly. But considering the reliance on smartphones and digital devices today, it’s time to prioritize citizens’ online and mobile experience.
Here are the key takeaways:
People expect to engage with government online: Of the respondents who have recently accessed federal government information in the past 12 months, 78 percent of them did so online, through federal websites.
People want the ease and innovation of commercial sites: The three top ways respondents said government can improve the online experience are by making it easier to find information, making support more available when needed and making it easier to complete all needs online. When asked how help is best provided online, 48 percent said online chat support.
People are still hopeful: While they noted many areas for improvement, 56 percent of respondents are somewhat or very optimistic the federal digital experience can be improved.
To achieve this bright, digital future, Booz Allen’s experts provided recommendations for federal technologists, web designers and strategists. First, build digital services with a citizen-first approach with responsive design, logical navigation and self-service features — and use industry best practices to do so.
Second, don’t build a website based on internal organizational structures, logic and acronyms. Instead, build with a more holistic, services-driven approach based on user needs and likely navigation. And lastly, optimize the entire customer experience with not only websites, but social media platforms, call centers and new, innovative forms of engagement citizens are use daily. This can build a relationship with consumers and create an agency brand.
This is a carousel with manually rotating slides. Use Next and Previous buttons to navigate or jump to a slide with the slide dots
-
How Tech Enables Environmental Justice at EPA
The agency wants to eliminate bias and establish new tech standards to reduce greenhouse gas emissions.
39m listen -
The CAIOs Leading Responsible AI Development Across Government
Since the White House's AI executive order, federal agencies are in the process of naming chief artificial intelligence officers.
7m read -
How TMF is Helping Agencies Accelerate Tech Modernization
The program launched a new AI pilot to expedite TMF applications as agency leaders urge more to consider applying for funds.
4m read -
Defense Board to Pitch Solutions for Closing Tech Talent Gaps
Defense Innovation Board members cite need to modernize people management the same way government modernizes technology.
4m read