Stories by Susan Wolfe

The citizen-centric portal

Users accessing online government services demand ‘citizen-centric’ Web sites that provide quick and easy access to information and services.
Unfortunately, it seems all levels of government across Australia have not yet fully met this demand because standards for their customer-focused portals are still lagging. We have recently completed a study that confirmed this. It revealed changes are needed to government portals or users will continue to be confused and even alienated.