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									City of Fairview
   Website Upgrade
                Overview
   Research Process
    –   Does the City have IT needs?
    –   What are they?
   Information Gathering Process
    –   What is available?
    –   What does it do?
    –   Who offers it?
   Findings
    –   What can best serve the cities needs?
   Recommendations
    –   How to move forward effectively.
   Conclusions and Reflections
     Who uses the internet?




82% of internet users looked for information or completed a transaction
on a government website in the 12 months proceeding the April 27th,
2010 “Government Online” survey conducted by the NTIA.
        Focus Groups
      Focus Group Attendees by Department




                                      Police, 1
     Administration, 2
                                                  Court, 1



                                                      Community
                                                     Development, 1

Public Works, 2

                                                   Information
                                                  Technology, 1

                         Finance, 2


                                              10 of 38            or   26%
Focus Group - Problems
-Clumsy navigation
-Limited online payment options
-No links
-No calendars
-No maps
-Not enough contact info.
Focus Group -Solutions
  -Site Search
  -E Commerce
  -Quick Links
  -Dynamic Calendar
  -GIS/Google Mapping
  -Directories
  -Multiple Administrators.
               Problems & Solutions
                                   Focus Group Comment Themes

16

14

12

10
                                                                                    Problem
 8
                                                                                    Solutions
 6

 4

 2

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    Information Gathering
 Municipal               Organizations
   National League of Cities
   ICMA
   OCCMA


 Private            Companies
 aha Consulting
 GovOffice.com
 Vision Internet
 Granicus


 Literature               Review
 Government 2.0
 Pew Research center
 Usability.gov
      Customer Service
 Target your users
   Search Option
 Easy to find content
    Visitor Analytics
 Assume everyone
   Quick Links     is a casual user
 Consistent design and navigation
   Surveys/Polling
 Avoid overloading
   Request Tracking
 Avoid over designing
   News Flash Banner
     Hire Professionals
      Efficiency
 Multiple Administrators
 FAQ’s
 E Commerce
 Templates
 Intranet
     Accessibility
 ADA
 Site Search
 Staff Directory
 Multilingual
 Breadcrumbs
 Mobile Device Converter
 Streaming Video.
      Content
 Forms
 Codes
 Newsletters
 Calendars
 Projects
 Jobs
 Maps.
     Appearance

 Professional Design
 Consistent Theme
 Rotating Content
 Multiple Browsers
    Transparency

 Meeting Notes
 Agendas
 Events
 Budgets
3 Parts to a Successful Site

 Web           Modules
   – what visitors see


 Administrative                           Tools
   – what staff use to increase content and efficiency


 Support                Services
   – the unseen systems.
         Ranked Web Site Modules
Web Site Modules           content cust ser trans access effici appear Poli Total
Alert system                      1        1     1     1       1      0    1    6
Calendars                         1        1     1     1       1      0    1    6
Documents online                  1        1     1     1       1      0    1    6
FAQ's                             1        1     1     1       1      0    1    6
Maps                              1        1     1     1       1      0    1    6
Staff Directory                   1        1     1     1       1      0    1    6
Printer & Email Friendly          0        1     1     1       1      1    1    6
Dynamic Sitemap                   0        1     1     1       1      1    1    6
News Flash Banner                 1        1     1     1       0      1    0    5
Facilities Reservations           0        1     1     1       1      0    1    5
Job Postings                      1        0     1     1       1      0    1    5
Multilingual Support              0        1     1     1       1      0    1    5
RSS                               0        1     1     1       1      0    1    5
Streaming Video                   1        1     1     1       0      0    1    5
E Commerce                        0        1     1     1       1      0    1    5
Service Request Tracker           0        1     1     1       1      0    1    5
Web 2.0                           1        1     1     1       0      0    1    5
ADA accessible                    0        1     1     1       0      0    1    4
Mobile Device Converter           0        1     1     1       0      0    1    4
Site Search                       0        1     0     1       1      0    1    4
Surveys/Polling                   1        1     0     0       1      0    1    4
Breadcrumbs                       0        1     0     1       1      0    1    4
Quick links                       1        1     0     0       1      0    1    4
Rotating Content                  1        0     0     0       1      1    0    3
Slideshow                         1        0     1     0       0      1    0    3
Business Directory                1        1     0     0       0      0    0    2
    Ranked Administration Tools
Admin Tools                           content cust ser trans access effici appear Poli Total
Ease of administrative use                   1        1     1     1       1      1    1    7
Links Redirect & Broken Link Finder          1        1     1     1       1      1    1    7
Multiple Admin Users                         1        1     1     1       1      1    1    7
Page Wizard                                  1        1     1     1       1      1    1    7
Content archiving                            1        1     1     1       1      0    1    6
Menu Management                              1        1     0     1       1      1    1    6
Site layout options                          1        1     0     1       1      1    1    6
Visitor Analytics                            1        1     0     1       1      1    1    6
Web Page upload utility                      1        1     1     1       1      0    1    6
Forms Development Tool                       1        1     0     1       1      0    1    5
Online Editor                                1        1     0     0       1      1    1    5
Search Engine Registration                   0        1     1     1       1      0    1    5
Social Networking Aggregator                 0        1     1     1       1      0    1    5
Image Library                                1        0     0     0       1      1    1    4
Administrator Changes Time Stamps            1        0     0     0       1      0    1    3
Administrator Permissions                    0        0     0     0       1      1    1    3
Intranet for city employee forms             0        1     0     0       1      0    1    3
      Support Services
   What Services are required to
    keep these tools and modules
    operational?
    – Customer Service
    – Software
    – Hosting
 Who offers these services?
 How well do they deliver?
          Testimonials
 12 cities
 6 mos to 5 yrs
 Generally Positive
 Negatives
    –   The site has a Cookie Cutter look
    –   We don’t own the software
    –   Our new systems are not compatible
    –   The vendors location matters.
Ranking Support Services
     Software
      – Compatible *INCODE
      – Adaptable
      – Free Updates

     Hosting
      – Security
      – Maintenance
      – Back Ups

     Customer Service
      – Quick Response
      – Time Zones
      – Travel.
       Recommendations
 Adoption of fy2010-11 budget
 Development of RFP
    – RFP worksheet
    – July 10’
   Selection of Vendors
    – Sept 10’
   Project Implementation
    – Jan 11’.
Conclusions and Reflections
 Provided education to city leaders
 Built template for IT RFP
 18k for website



 IT options can be overwhelming
 Organizational Development
 Action Research
 Leading the Project.
Thank You

								
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