ANALYSIS: Government websites have become their shopfront to the world, but are still treated as an afterthought by too many public sector leaders.
The site is the portal for official Australian government information and was blocked because the security certificate , which ensures communications with the site are safely encrypted, had expired.
A decade of investment and embrace of modern web design standards means most government websites are not the catastrophe many of them were in the early days. Back then, agency websites were typically run by IT units, managed more like an archive of what was keeping an agency busy rather than as a vibrant, customer-focused shopfront.
Agencies such as Services Australia have invested heavily in their digital channels, partly because their users demanded it, but also to reduce the high cost of face-to-face service delivery.At the same time, there was a proliferation of single-purpose websites and domains, building a complex architecture of sites that tended to reflect the portfolio structures of government. This left users to navigate an alphabet soup of websites to find what they needed.
NSW is well advanced, with more than 40 big agencies now migrated to the nsw.gov.au domain. There were almost 1000 sites in NSW; each site integrated into the top-level domain delivers an estimated $20,000-a-year saving, and once the program is completed, net savings of more than $10 million a year.But the real gain for public agencies is bringing agencies websites onto a modern, well-secured publishing platform supported by best of breed analytic and optimisation tools.
In contrast, the core functions of government websites are to inform and provide internet-based services. Some of these visitors are completing a transaction only because they are legally required to do so. This limits the opportunity to “surprise and delight” customers.
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