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Presentation during the Web Scene Expo 2008 Conference in Affligem, Belgium. Erik Verdeyen, Internet Architects' cofounder talks about his involvement with the Belgium.be portal project.
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Belgium.beThe new Belgian government portal — A catalyst for more user centric eGovernment?
Erik Verdeyenerik.verdeyen@internetarchitects.be
+32 475 567890
Track 1
WebSceneExpo - 03 June 2008Affligem, Belgium
©2008 Internet Architects
Erik Verdeyenco-founder, Internet Architects
lead architect &program manager for
Belgium.be
©2008 Internet Architects
The essence of web projects?
©2008 Internet Architects
Technology!
©2008 Internet Architects
ContentTechnology
procedures
look & feel
hostingservers
Structure
budgets
CMS
The essence of web projects?
sharing
©2008 Internet Architects
Nope
©2008 Internet Architects
Pop quiz!
©2008 Internet Architects
Who knows Zune?
©2008 Internet Architects
Who knows iPod?
©2008 Internet Architects
Zune is a great product
©2007 Internet Architects
+150 million
And yet…
Zune iPod
2
0
4
6
8
0
Million
Cumulativesales figures
©2008 Internet Architects
It’s the experience that matters!
©2007 Internet Architects
Total user experience
drool
craveshare
buyunpack
hookup
©2008 Internet Architects
Source: Louis Rosenfeld 2002
Content
Context
Users
UX
User Experience (UX)
©2007 Internet Architects
Source: Peter Morville, 2004
User Experience is more than usability
©2008 Internet Architects
Pop quiz!
©2008 Internet Architects
How many governments do we have in Belgium?
©2008 Internet Architects
Answer A: 4
Answer B: 5
Answer C: 6
Answer D: 7
How many governments in Belgium
©2008 Internet Architects
Seriously now:Some more questions
Everyday questions,from people like you and me
©2008 Internet Architects
Who can help me finding a job?
What will be my pension?
What benefits are there to buying a “green” car?
What are the inheritance tax tariffs?
Am I entitled to heating fuel aid cheques?
What are the dates for prepaying taxes?
What is the regulation on student appartments?
©2008 Internet Architects
Why should you have to know to whom to ask your question?
©2008 Internet Architects
OK, but hey, that’s the way of the web.
And there is always Google…
©2008 Internet Architects
Good governance
A goverment needs to inform and grant access to information and
services to everyone without barriers
And it needs to be in the director’s seat
©2008 Internet Architects
The web is the center of the communication universe
©2008 Internet Architects
Core values for communication
•Consistent communication online & offline
•User centric communication
•Accessible for all surfers (& search engines)
•Quality information
•Cooperation between government levels and bodies
©2008 Internet Architects
U
SER CENTRIC COMMUNICATION
CONTEXT
SCOPE
CONTENT
Strategy for the portal site
U
SER CENTRIC COMMUNICATION
CONTEXT
SCOPE
CONTENT
•Point of reference
•Categorization by themes
•A portal team
•A blanket on top of all info: broad but not deep (Pareto is our friend)
•Is no replacement for other channels, but complementary
•Up to date info on decided policy
•Quality > quantity
Federal Government sites
Search enginesExternal sitesBookmarks…
CampaignsOffline comm.Call centers…
Search all gov sites
New portal: user centric and
interlinking with public service
sites
SEO, SEMBetter integration w/ other channels
Better positioningReference pointTop of mind with
the user
search.belgium.be
www.belgium.be
©2008 Internet Architects
What belgium.be is not
•A repository of all info
•A solution for all gov communication
•A site for domain experts
•…
©2008 Internet Architects
Users want info and services
29
High quality
Ease of Use
Fast download
Frequent updates
Incentives
Favorite brands
Games
High-end
Buying ability
Discussion forums
Customizable
Others
20 40 60 80 100
Source : Forrester
What users want!
%
©2008 Internet Architects
What about web 2.0?
©2008 Internet Architects
RSS
wikis
tagging
microformats
rating
APIs
forum
blogs
podcasts
What about web 2.0?
syndication
rich internet applications
Mashups
More on: http://en.wikipedia.org/wiki/Web_2
©2008 Internet Architects
Online things happen in a certain way
•Information (maturing)
•Interaction
•Transactions
Each stage is a prerequisite for the next
©2008 Internet Architects
There it is again: User Experience
It’s not about the usability of one site, one application.
It’s about the user experience when dealing with your government
as a whole(and citizens & companies have to, no
choice there)
©2008 Internet Architects
So first things first: walk before you run
•helpful
•usable
•reliable
•findable
•accessible
High quality content
Ease of Use
Fast download
Frequent updates
Incentives
Favorite brands
Games
High-end technology
Buying ability
Discussion forums
Customisable content
Others
20% 40% 60% 80% 100% %
Focus on building and maintaining gov site that are:
©2008 Internet Architects
And some 2.0 is already there (or in the pipeline)
•RSS
•Microformats
•Rating
•…
And all public services already have an incredible amount of info and apps
online!
©2008 Internet Architects
Where could it go from here?
•Integration of communication channels: phone, face, web
•Integration of those channels cross government
•Interaction: 2 ways
•Guidelines for harmonizing the user experience (≠ same look & feel)
•Doing the same for applications
©2008 Internet Architects
Where could it go from here?
•Single sign-on
•Data sharing
•Standards for building user interfaces, harmonizing the UX
•Integration of communication
•…
It’s happening, but it takes time
©2008 Internet Architects
Web 2.0 in government
It’s a conversation alright - but not as you know it
•Rating info
•Online case management
•Chatting (?)
•Suggestions for policy improvements
•Provide API’s & enable mashups
©2008 Internet Architects
On a final note:
•Complicated rules and legislation is a pain for civil servants…
•… and it’s hell for User Experience designers
Law & policy makers should be made aware of the impact of “bad design”
©2008 Internet Architects
Conclusion
•Launch last week: 1st step in new federal government approach
•Other departments are following (guidelines, eClasses, coaching)
•Further steps:
•optimization & expansion of current information cloud
•Adding interaction & transactions
Thank you!
More info: see us at our booth
WebSceneExpo - 03 June 2008Affligem, Belgium
Erik Verdeyen, co-founder, Internet Architectserik.verdeyen@internetarchitects.be
+32 475 567890
©2008 Internet Architects
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