What are the major challenges for developing and maintaining an accessible public sector website and what are your suggestions to overcome these challenges?
I would propose to have each PS websites using ALL existing communication channels and not only focusing on internet and well-known access modes, what about twitter? what about specializing access modes in accordance with the targetted user? i.e. you are addressing my gran mother as you are addressing my son ,
on the other hand users have to have their "say" on the set-up and the management of the site, there is more and more a lack of public concerns integration and solutions are pushed to the citizen "like or not"
Emer left GDS in March this year and provided an interesting overview of what she had learned about government. There are some interesting observations about silos, empires, risk and collaboration. She concludes that government is hard. A good reason to join the debate and attend the workshop! See http://bit.ly/18W8TPt
Baudouin, thanks. This sounds like a heartfelt plea from your many years with eForum. You've provoked me into developing a new theme for discussion about channels for delivery. I'll make a few observations and pose a question shortly.
Biggest challenge is that there is not a holistic case for the website with the increasing proliferation of channels, devices and access software.
One sometimes appropriate approach is to back out to e.g. a personalised human service where catering for certain online functionality proves very difficult.
Buadouin - I've posed a question about growing use in mobiel channels. I'd welcome your views.
While websites are very important ways of accessing public services, they are not the only way. Increasingly access will be through mobile devices. Information also needs to be provided when and how the user needs it - for example about public transport, travel, state of transportation systems etc.
Interesting point - we are trying with this site to bring together all our channels, which helps us see how each differs from or complements the other - Twitter for one purpose and audience, web pages for another, this platform for conversations like this one. The challenge here is not only to get all our colleagues to see the differences, but also to priorities resources - in an age of constrained budgets, can we put as much effort into LinkedIn as to Twitter? How to up our engagement rate on Facebook? etc.
But a great challenge, which is paying dividends in terms of understanding more clearly who these different audiences are.
David RINGROSEHead of Communication Unit, DG CONNECT