Prioritizing user-centered design: A must for digital government success
When was the last time your government website truly put the user experience (UX) front and center? The data is clear: Websites that focus on personalization and intuitive design are more successful in engaging residents. According to the 2024 Granicus Website Trends Benchmark Report, more than 60% of local government websites lack personalized features that could make the experience smoother and more relevant for users.
Local government leaders must understand that citizens expect digital interactions with the government to be as intuitive and personalized as those with the private sector. Websites that fail to meet these expectations will struggle to provide value and risk losing trust. The goal should be creating an environment where residents feel their needs are understood — whether it’s receiving personalized updates about public events, programs, or services. If you haven’t yet implemented personalization tools, now is the time to start planning for them.
Addressing usability gaps: The hidden bottleneck for website success
We all know the frustration of trying to navigate a poorly designed website. But what if this frustration is preventing your citizens from accessing critical services? The 2024 Granicus Website Trends Benchmark Report exposes a significant gap: 75% of government websites do not have a scheduled process for usability reviews. This means that many websites are likely suffering from unaddressed issues that directly impact accessibility and user satisfaction.
Think about it: The more frequently you test your website’s usability, the more likely you are to identify and resolve pain points before they disrupt service delivery. Yet only 31% of agencies reported having a policy for ongoing testing. This is a missed opportunity. As a local government leader, you should be setting up a robust framework for regular usability testing — both automated and human-driven. User feedback should inform every iteration of your website’s design. If you’re not doing this already, it’s time to rethink your approach.
Accessibility isn’t just legal — it’s ethical
In today’s digital world, ensuring accessibility isn’t optional — it’s a responsibility. However, the 2024 Granicus Website Trends Benchmark Report shows a worrying trend: Issues arising from neglecting regular usability reviews are compounded when 69% of agencies don’t have a formal policy for ongoing website testing for accessibility. While these findings might seem like just a logistical challenge, they represent a much bigger issue: Inaccessible websites create barriers to essential services for people with disabilities.
Local government leaders must take swift action to make their websites fully ADA-compliant. Automated accessibility tools are now available to detect issues proactively, helping you avoid the legal and reputational risks associated with non-compliance. The data is clear: The sooner accessibility issues are identified and resolved, the better. You must make accessibility a central part of your website maintenance routine, ensuring that all citizens — regardless of ability — can easily access the vital services they need.
Staffing for success: The case for dedicated CX teams
Here’s a sobering fact: More than 75% of local government agencies don’t have dedicated teams focused on customer experience (CX) for their websites. While many organizations have staff with institutional knowledge and experience, CX-focused teams have been proven to improve digital engagement and service delivery.
If your website isn’t performing the way it should, this is one of the first areas to address. CX professionals can help optimize the user journey, streamline service delivery, and ensure your website meets the diverse needs of your community. If your team doesn’t already include CX specialists, consider investing in this area. It could be the game-changer that transforms your digital presence.
Conclusion
The 2024 Granicus Website Trends Benchmark Report paints a clear picture: Local government websites need to evolve to meet the demands of an increasingly digital-savvy public. By embracing user-centered design, implementing regular usability reviews, and investing in accessibility, you’ll ensure your website remains a trusted resource for residents. Moreover, focusing on building dedicated CX teams will empower you to take your digital presence to the next level.
Stay tuned for the next post, where we’ll discuss how automation, artificial intelligence (AI), and technological growth are reshaping local government websites, helping leaders optimize workflows, enhance citizen engagement, and prepare for the future of digital government.
