Interactive and user friendly
websites
ONLINE SERVICE DELIVERY By Jackie Gill*
Though many Councils have websites, many are not being used
effectively due to limited understanding of what the options and
opportunities are. Councils can get a great deal of good from a
website designed to maximise communications and business pathways.
Designing a website is not a lot different from the usual business
processes councils go through to create community infrastructure.
There needs to be a planning stage, a consultation stage, design and
implementation, and then a management strategy.
A web site needs to be dynamic and active and to have content
circulating throughout its community of users.
In Information Technology terminology there are several grades of
web sites. Level one sites are just information sites 'brochure
wear'. They usually have limited use and do not encourage repeat
visits.
A level two site has a greater range of information and possibly
some interactivity, such as a feedback form. It usually is also
fancier in terms of graphics and technical stuff, often graphically
wonderful but really hard to navigate through!
Level three sites are interactive and user friendly, with good
'intuitive' navigation. They generally achieve this by being focused
on content management.
The trick to a good web site is ensuring that you're not dependent
on specialised staff to put content up. It should be so easy to use,
and not use complicated web stuff like HTML and FTP, that every staff
member can have responsibility for their bit of the information
management.
Some things that an interactive web site would feature could
include the following.
News
A web site or email list can be used to let people know of new
decisions, background information on contentious issues, what new
reports have come into Council, grants and programs, when elections
are, and news from Council. It could also be used so Council can
acknowledge the wider community such as congratulations to successful
people and local champions. The Council controls the content of the
news so people are not relying on just the local media.
Surveys and consultation
Special areas can be set up on websites to encourage people to have
input on decision making by voting on set issues.
Calendars of Events
A web-based annual calendar of events for all things happening in the
Council region. This could be designed so residents could add to it
themselves, subject to verification through a moderator, or residents
could email new content.
Contact Details
List staff and their responsibilities with contact numbers and hot
links to departmental information. Often staff are tied up trying to
find the right person for a client to talk to.
Community information
The Web allows Council information on community facilities to be
updated frequently &endash; theatre programs, local events, family
day care vacancies and new registrations, swimming pool hours and
events, road closures, new books in the library and so forth.
Facility management
Online booking of community facilities, including people being able
to schedule their own use and pay online.
Forms and approvals
All local laws/bylaws and Council regulations can be stored so people
can do their own research in their own time. Application and
registration forms can be lodged electronically.
Payments
Rates and licences can be paid electronically through a secure
website.
Frequently Asked Questions
A webpage could have the answers to the most frequently asked
questions department by department. This could be used by residents
themselves at home, or by the front office staff when phoned.
Marketing
A webpage is a global presence that shows the face of the Council to
the world. This is a powerful marketing tool for tourism and
investment attraction. As well as information and pictures about the
attractions of the region, the page could also house advertisements
for staff vacancies etc. When a staff vacancy was advertised in the
paper, prospective applicants could download the job criteria and
details from the web site instead of having to ring during business
hours and having it sent by mail.
Links
A Council website can include links to other useful webpages. It
could include a closed area with links for Councillors and staff,
which would exclude non verified users, and an open area where the
links were seen by all, such as a link to the Department of Planning
for builders. If a new BikePlan report comes into Council, it would
not be necessary to print hard copies for each Councillor, senior
staff member and resident which is expensive and time consuming.
Stakeholders would be notified by email and access the plan by
linking directly to the website of the plan producer.
Tenders
Information on current tenders and tender forms can be available
online. Tenders can be lodged online.
*Jackie Gill is General Manager, Smart Communities,
HarvestRoad and has a long association with developing communities
within Local Government, in all fields &endash; urban, cultural,
social and now virtual.
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