User Help and Service Navigation Features in Government Web Sites

2011 ◽  
pp. 2643-2656
Author(s):  
Genie N.L. Stowers

This article examines the user help and service navigation features in government Web sites and compares them across levels of government. These features are critical to ensuring that users unfamiliar with government are able to successfully and easily access e-government services and information. The research finds clear patterns in the use of similar help and navigation features across governments, leading to a conclusion that these features are diffusing in the public sector Web development field. The article concludes by stating that Web developers should work to overcome a second digital divide, one of a lack of knowledge of Web site organization and government structure. Users need to be actively assisted to find information by Web developers.

Author(s):  
Genie N.L. Stowers

This article examines the user help and service navigation features in government Web sites and compares them across levels of government. These features are critical to ensuring that users unfamiliar with government are able to successfully and easily access e-government services and information. The research finds clear patterns in the use of similar help and navigation features across governments, leading to a conclusion that these features are diffusing in the public sector Web development field. The article concludes by stating that Web developers should work to overcome a second digital divide, one of a lack of knowledge of Web site organization and government structure. Users need to be actively assisted to find information by Web developers.


2008 ◽  
pp. 140-157 ◽  
Author(s):  
Stowers ◽  
Stowers

This chapter examines user help and service navigation features in government websites and compares them across levels of government. These features are critical to ensuring that users unfamiliar with government are able to successfully and easily access e-government services and information. The research finds clear patterns in the use of similar help and navigation features across governments, leading to a conclusion that these features are diffusing in the public sector web development field. The chapter concludes by stating that web developers should work to overcome a second digital divide—one of a lack of knowledge of website organization and government structure. Users need to be actively assisted to find information by web developers.


Author(s):  
Caroline E. Covell

The corporatization of the government has resulted in the change of the government structure and it has a negative impact on the fiscal budgeting. This change has also resulted in the equalization and generalization of the public-sector finance to private-sector finance. The impact is the disappearance of sources of funds and the adoption of the four-legged horse budget apocalypse and the categorical funding. This adoption has resulted in economic marginalization, social exclusion, massive corruption, and non-sustainability. A sustainable fiscal budget design requires the application of theory on practice and a holistic approach through the organizational structure and the timeframe of each jurisdiction, based on factual evidence and scientific analysis.


Author(s):  
Ching-Chieh Kiu ◽  
Lai-Yung Yuen ◽  
Eric Tsui

E-Government emerges from web sites that offer static information, documents and forms for employees and citizens, enquiries, and process automations to many types of stakeholders. Increasingly, different layers of government services are being consolidated into a knowledge portal, providing on time and online services. Such knowledge portals not only provide a platform for integrating applications and information from all government sources, but also provide platforms for knowledge sharing and learning to the public with the objective to improve the efficiency and the quality of E-Government processes and services. However, due to the heterogeneity of applications and information across different levels of government agencies, a significant amount of work is needed to re-configure such applications and services into a new platform. However, semantics are often deficient, which results in problems establishing effective knowledge sharing and learning in E-Government. This paper confers how knowledge intensive portals can be used for enhancing sharing and learning in E-Government. The authors discuss innovative information on how the Semantic Web and Web 2.0 technologies can be applied in providing interoperability to leverage knowledge sharing and learning activities.


Author(s):  
F. Dianne Lux Wigand

This author argues for a stronger end-user and citizen-centric approach to the development and evaluation of e-government services provided via the Internet. Over the past decade government agencies at all levels have created web sites that provide primarily information and only offer few two-way transactions. The predicted and hoped for resulting transformation of government at all levels due to the advent of Internet services seems yet to occur. The overall development of e-government services has been slow and uneven. To add value to existing and future government web sites, public administrators need to come to grips with a framework presented here and to understand the nature of and relationships among three variables: End-user, task, and channel characteristics and then consider their respective role and impact on channel selection. This framework along with an end-user perspective enables public administrators to assess not only the value of current information and service channels, but newer information and communication technologies such as those found in Web 2.0 or social media developments. Recommendations are offered.


Author(s):  
Eleni Zampou ◽  
Stelios Eliakis ◽  
Katerina Pramatari

Governments started e-government strategies to renew the public sector and eliminate existing bureaucracy and therefore reduce costs. Interoperability appears as the mean for accomplishing the interlinking of information systems, applications and ways of working not only within governments but also in their interaction with the administration, enterprises and public sector. The main source of administration costs is the traditional use of paper as the linkage element between public agencies. Integrated electronic processes between public agencies can be the solution to reduce these costs and create a more efficient public sector. This paper proposes an approach for measuring the benefit of incorporating interoperability in e-government. This approach is based on the identification and analysis of certain processes (business process modelling) and on the activity based costing method. In particular, this approach concerns the measuring of benefit of applying interoperability in e-government services.


2010 ◽  
pp. 1371-1378
Author(s):  
Carmine Scavo

San Carlos, California (www.cityofsancarlos.org) claims to have developed one of the earliest local government Web sites in the world, posted on May 10, 1994 (San Carlos, 2006). From this early effort, United States (U.S.) cities moved rapidly onto the Web. Norris and Moon (2002), for example, report that some 4.4% of U.S. cities in a 2000 survey by the International City Management Association (ICMA) reported developing Web sites before 1995; 27.1% reported developing their Web sites in the 1995-’96 time period, and 68.5% reported their Web site developed after 1997. San Carlos’ original Web site comprised one page; its current Web site now contains some 8,000 pages and uses some of the Web’s most modern technology available, such as really simple syndication (RSS) and Flash Paper.1 This article uses the example of San Carlos’ Web site, along with two surveys of local government Web sites in the U.S., to illustrate the experience that U.S. local governments have had in developing and using Web sites in the pursuit of bettering governance. The article examines four local government Web applications—bulletin boards, promotions, service delivery and citizen input—and assesses their use by U.S. local governments. The article then addresses current issues of outsourcing Web site design and maintenance, and future issues of privacy, security, the digital divide and the possible effects of increased local government Web sites on U.S. civil society.


Author(s):  
M. Henderson ◽  
F. Hogarth

The right of a citizen to petition Parliament is arguably one of the fundamental ways individuals can engage in democratic processes, by providing their views on what governments should do and requesting action on a particular issue. In 2000, the Scottish Parliament agreed to a trial of an e-petitioner system whereby members of the Scottish public are able to lodge, sign and view petitions to the Scottish Parliament’s Petitions Committee using the internet. Originally developed and hosted by the International Teledemocracy Centre, constituents can now place petitions on the Scottish Parliament Web site in a format that offers a discussion forum for each petition. In 2002, the Queensland government (Australia) launched an e-democracy policy framework that introduced three digital democracy initiatives, including e-petitions. This particular initiative is presented in the case study below. A second Australian state (Tasmania) commenced a 12-month trial based on the Queensland model in July 2004. These three parliaments are the only parliaments to allow e-petitions as at October 2004, although the Canadian, Basque, European parliaments and the German Bundestag have apparently shown an interest in Scotland’s e-petitioner system (MacIntosh, 2004). Although these are only three parliaments that accept electronic petitions, online petitioning is also being used for engaging with governments and elected members. For example, in the United Kingdom, the prime minister’s office accepts electronic petitions and lists those with more than 300 genuine signatures on the number 10 Downing street Web page, together with a link to the government’s response to the petition. However, petitions are not hosted on that site and a separate Web site must be established to explain the purpose of the petition and to collect signatures. Fourteen petitions on a range of diverse issues were listed on the site for the period between April 2001 and July 2003, ranging from 306 to 83,440 signatures per petitioned issue. There are also non-government Web sites providing information about, and tools for, creating online petitions. For example, www.petitiononline.com (Artifice, Inc, 2004) provides a privately sponsored free online hosting service for public petitions that includes an automatic formatting system for the Web petition; collects, displays and maintains petition signatures; automatically rejects duplicate signatures and confirms receipt to signatories; and allows for electronic delivery through e-mailing the petition URL to the target recipient. In mid 2004, the site claims over 20 million signatures have been collected on a range of topics.


1998 ◽  
Vol 7 (4) ◽  
pp. 285-311 ◽  
Author(s):  
William P. Eveland ◽  
Sharon Dunwoody

We report here initial findings of a multi-year study of public use of a World Wide Web site for science information. “The Why Files” strives to provide “the science behind the news” in story narratives that contain opportunities for both linear and non-linear navigation. We report results of two studies, one using survey data and another using computer-collected audit trails. The survey revealed that the typical user was male and well-educated, a pattern that reflects both Web users generally and the science-attentive segment of the public particularly. Audit trail data indicated that the site reached as many as 25,000 different individuals during a two-week measurement cycle. The typical pattern of site use was linear, with individuals making heavier use of in-text navigation features than of graphic ones such as page-turning buttons and page numbers. Additional information in glossaries, bibliographies, or via links to other Web sites went largely unused.


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