Government website UX lags behind public sector, surprising nobody

People are increasingly using other methods to communicate with federals, as the use of government websites decreases.

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The user experience of websites operated by the US federal government. UU. The government pales in comparison to non-governmental websites, and 61% of respondents indicate that "dealing with the federal government to obtain information is much more complicated than dealing with a non-governmental entity," according to a survey published Monday by Boaz Allen Hamilton, a government contractor that, among other activities, provides IT services.

In 2019, to date, only 70% of respondents had used federal government websites, a decrease of 8% since 2018. Contact through any other means of communication increased: 38% of Respondents used mail services to obtain information, compared to 24% in 2018, with 33% sending emails so far in 2019, compared to 21% in 2018. Contact in person increased to 26% this year, compared with 14% the previous year, while telephone calls registered a slower growth, in 26% in 2019, an increase of 8% over the previous year.

SEE: Mastermind scammer behind Catch Me If You Can talks about cybersecurity (free pdf) (TechRepublic)

The main complaints of government websites They notice a disparity between mobile devices. friendship between public and private sector websites, with 63% indicating that public sector websites are suitable for mobile devices, compared to only 45% for government websites. Mobile browsing for government websites is vital to ensure equitable access for all users, as a report by the Brookings Institution indicates that 35% of Hispanics and 24% of African Americans "have no other connection in line, except through your smartphones or other mobile devices. "

The margin to facilitate the search for information and the ease of navigation is 21% and 19% lower for government websites, respectively, with 58% of respondents indicating that it takes longer to perform tasks on websites of the government.

Despite the low usability ratings, public sentiment for greater security on government websites is slightly higher, and respondents are confident that the government will be better equipped to secure websites and personal information. 61% of respondents are optimistic that "the federal government is improving its digital experience."

For more information, see "How to avoid the .JSE ransomware that hit the Texas government" and "The famous scammer who became an expert in cybersecurity urges to freeze credit" on TechRepublic.

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Image: iStock / tupungato

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