Our input wanted: Key challenges in government content discoverability and e-service accessibility
As announced in my recent post, ‘Inquiries 2.0: Part 3.0’ here is the first of what we expect will be a series of bleg posts from people who are working with us on one of the several research projects on the go right now. The ‘point’ is of course that, just like that cliché about its people being an organisation’s greatest asset, the community that we’ve built together here is a great asset. It’s not one we plan to keep to ourselves, but rather in the spirit of the new freedom of information legislation, we intend to manage it for public purposes, and [as] a national resource. (pdf)
So beneath the fold is the first such guest post on this blog from Mark Neely at Hyro.
Making use of government services online presents a number of challenges.
If you know the name of the relevant department, and the service you are looking for, you can try Googling. But with over 800 web sites for the Federal government alone, it can be frustrating trying to work out the best starting point.
The more complex the need, the more effort (time and mental) required to reach your goal.
These are precisely the issues that Hyro has been tasked by the Gov 2.0 Taskforce to investigate.
We’ve been asked to prepare a report identifying the challenges involved in trying to locate and use government services (or information about a service) online, and to suggest possible solutions.
As the Project Lead within Hyro, I’d like to hear your views and opinions about the key challenges that exist today in accessing (or delivering) government services online.
1. What lessons can be learnt from the private sector (for example, how would eBay or Amazon or Google solve this problem)?
2. What innovative service or technologies should be considered?
3. What should be the priority areas? High volume services (like payments), high interaction services (like medical and disability services), or high impact services (like community services), or some other starting point entirely?
4. What would a successful solution look like?
I am also very interested in hearing about international case studies (government or private sector) addressing these issues.
Please forward your thoughts, recommendations, or pointers to published articles, papers etc. to me at:
mark DOT neely AT hyro DOT comXXX (and remove those ’X’s!)
or via the comment section of this blog.
Alternatively, if you have printed materials that you wish to share, please forward to:
c/- Lv 7, 10-14 Waterloo St,
Surry Hills, NSW 2010
Mark Neely, Head of Strategy, hyro. +61 2 9215 4350