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Belgium.be - The new Belgian government portal, a catalyst for more user-centric eGovernment - Web Scene Expo 2008

Filip Borloo
Filip Borloo

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.be The new Belgian government portal A catalyst for more user centric eGovernment? Erik Verdeyen erik.verdeyen@internetarchitects.be +32 475 567890 Track 1 WebSceneExpo - 03 June 2008 Affligem, Belgium 息2008 Internet Architects
Erik Verdeyen co-founder, Internet Architects lead architect & program manager for Belgium.be
The essence of web projects? 息2008 Internet Architects
Technology! 息2008 Internet Architects
The essence of web projects? Structure Content Technology budgets CMS servers procedures hosting sharing look & feel 息2008 Internet Architects
Nope 息2008 Internet Architects
Pop quiz! 息2008 Internet Architects
Who knows Zune? 息2008 Internet Architects
Who knows iPod? 息2008 Internet Architects
Zune is a great product 息2008 Internet Architects
And yet Cumulative sales figures +150 million Million 8 6 4 2 0 Zune iPod 息2007 Internet Architects
Its the experience that matters! 息2008 Internet Architects
Total user experience drool share crave buy unpack hookup 息2007 Internet Architects
User Experience (UX) Users Content UX Context Source: Louis Rosenfeld 2002 息2008 Internet Architects
User Experience is more than usability Source: Peter Morville, 2004 息2007 Internet Architects
Pop quiz! 息2008 Internet Architects
How many governments do we have in Belgium? 息2008 Internet Architects
How many governments in Belgium Answer A: 4 Answer B: 5 Answer C: 6 Answer D: 7 息2008 Internet Architects
Seriously now: Some more questions Everyday questions, from people like you and me 息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? 息2008 Internet Architects
Why should you have to know to whom to ask your question? 息2008 Internet Architects
OK, but hey, thats the way of the web. And there is always Google 息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 directors seat 息2008 Internet Architects
The web is the center of the communication universe 息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 息2008 Internet Architects
Strategy for the portal site CENTRIC COMMUNICA USER TION Point of reference CONTEXT Categorization by themes SCOPE A portal team A blanket on top of all info: broad CONTENT but not deep (Pareto is our friend) Is no replacement for other channels, but complementary Up to date info on decided policy Quality > quantity 息2008 Internet Architects
Search all gov sites search.belgium.be Federal Government sites Search engines Campaigns External sites Of鍖ine comm. Bookmarks Call centers www.belgium.be Better positioning New portal: user SEO, SEM Reference point centric and Better integration Top of mind with interlinking with w/ other channels the user public service sites
What belgium.be is not A repository of all info A solution for all gov communication A site for domain experts 息2008 Internet Architects
Users want info and services High quality Ease of Use Fast download Frequent updates Incentives Favorite brands Games What users want! High-end Buying ability Discussion forums Customizable Others 20 40 60 80 100 % Source :29 Forrester 息2008 Internet Architects
What about web 2.0? 息2008 Internet Architects
What about web 2.0? Mashups RSS APIs syndication forum rating blogs wikis microformats podcasts rich internet applications tagging More on: http://en.wikipedia.org/wiki/Web_2 息2008 Internet Architects
Online things happen in a certain way Information (maturing) Interaction Transactions Each stage is a prerequisite for the next 息2008 Internet Architects
There it is again: User Experience Its not about the usability of one site, one application. Its about the user experience when dealing with your government as a whole (and citizens & companies have to, no choice there) 息2008 Internet Architects
So first things first: walk before you run Focus on building and maintaining gov site that are: helpful High quality content Ease of Use Fast download Frequent updates Incentives usable Favorite brands Games High-end technology Buying ability Discussion forums reliable Customisable content Others 20% 40% 60% 80% 100% % findable accessible 息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! 息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 息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 Its happening, but it takes time 息2008 Internet Architects
Web 2.0 in government Its a conversation alright - but not as you know it Rating info Online case management Chatting (?) Suggestions for policy improvements Provide APIs & enable mashups 息2008 Internet Architects
On a final note: Complicated rules and legislation is a pain for civil servants and its hell for User Experience designers Law & policy makers should be made aware of the impact of bad design 息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 息2008 Internet Architects
Thank you! More info: see us at our booth WebSceneExpo - 03 June 2008 Affligem, Belgium Erik Verdeyen, co-founder, Internet Architects erik.verdeyen@internetarchitects.be +32 475 567890 息2008 Internet Architects

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Belgium.be - The new Belgian government portal, a catalyst for more user-centric eGovernment - Web Scene Expo 2008

  • 1. Belgium.be The new Belgian government portal A catalyst for more user centric eGovernment? Erik Verdeyen erik.verdeyen@internetarchitects.be +32 475 567890 Track 1 WebSceneExpo - 03 June 2008 Affligem, Belgium 息2008 Internet Architects
  • 2. Erik Verdeyen co-founder, Internet Architects lead architect & program manager for Belgium.be
  • 3. The essence of web projects? 息2008 Internet Architects
  • 4. Technology! 息2008 Internet Architects
  • 5. The essence of web projects? Structure Content Technology budgets CMS servers procedures hosting sharing look & feel 息2008 Internet Architects
  • 6. Nope 息2008 Internet Architects
  • 7. Pop quiz! 息2008 Internet Architects
  • 8. Who knows Zune? 息2008 Internet Architects
  • 9. Who knows iPod? 息2008 Internet Architects
  • 10. Zune is a great product 息2008 Internet Architects
  • 11. And yet Cumulative sales figures +150 million Million 8 6 4 2 0 Zune iPod 息2007 Internet Architects
  • 12. Its the experience that matters! 息2008 Internet Architects
  • 13. Total user experience drool share crave buy unpack hookup 息2007 Internet Architects
  • 14. User Experience (UX) Users Content UX Context Source: Louis Rosenfeld 2002 息2008 Internet Architects
  • 15. User Experience is more than usability Source: Peter Morville, 2004 息2007 Internet Architects
  • 16. Pop quiz! 息2008 Internet Architects
  • 17. How many governments do we have in Belgium? 息2008 Internet Architects
  • 18. How many governments in Belgium Answer A: 4 Answer B: 5 Answer C: 6 Answer D: 7 息2008 Internet Architects
  • 19. Seriously now: Some more questions Everyday questions, from people like you and me 息2008 Internet Architects
  • 20. 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? 息2008 Internet Architects
  • 21. Why should you have to know to whom to ask your question? 息2008 Internet Architects
  • 22. OK, but hey, thats the way of the web. And there is always Google 息2008 Internet Architects
  • 23. 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 directors seat 息2008 Internet Architects
  • 24. The web is the center of the communication universe 息2008 Internet Architects
  • 25. 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 息2008 Internet Architects
  • 26. Strategy for the portal site CENTRIC COMMUNICA USER TION Point of reference CONTEXT Categorization by themes SCOPE A portal team A blanket on top of all info: broad CONTENT but not deep (Pareto is our friend) Is no replacement for other channels, but complementary Up to date info on decided policy Quality > quantity 息2008 Internet Architects
  • 27. Search all gov sites search.belgium.be Federal Government sites Search engines Campaigns External sites Of鍖ine comm. Bookmarks Call centers www.belgium.be Better positioning New portal: user SEO, SEM Reference point centric and Better integration Top of mind with interlinking with w/ other channels the user public service sites
  • 28. What belgium.be is not A repository of all info A solution for all gov communication A site for domain experts 息2008 Internet Architects
  • 29. Users want info and services High quality Ease of Use Fast download Frequent updates Incentives Favorite brands Games What users want! High-end Buying ability Discussion forums Customizable Others 20 40 60 80 100 % Source :29 Forrester 息2008 Internet Architects
  • 30. What about web 2.0? 息2008 Internet Architects
  • 31. What about web 2.0? Mashups RSS APIs syndication forum rating blogs wikis microformats podcasts rich internet applications tagging More on: http://en.wikipedia.org/wiki/Web_2 息2008 Internet Architects
  • 32. Online things happen in a certain way Information (maturing) Interaction Transactions Each stage is a prerequisite for the next 息2008 Internet Architects
  • 33. There it is again: User Experience Its not about the usability of one site, one application. Its about the user experience when dealing with your government as a whole (and citizens & companies have to, no choice there) 息2008 Internet Architects
  • 34. So first things first: walk before you run Focus on building and maintaining gov site that are: helpful High quality content Ease of Use Fast download Frequent updates Incentives usable Favorite brands Games High-end technology Buying ability Discussion forums reliable Customisable content Others 20% 40% 60% 80% 100% % findable accessible 息2008 Internet Architects
  • 35. 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! 息2008 Internet Architects
  • 36. 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 息2008 Internet Architects
  • 37. Where could it go from here? Single sign-on Data sharing Standards for building user interfaces, harmonizing the UX Integration of communication Its happening, but it takes time 息2008 Internet Architects
  • 38. Web 2.0 in government Its a conversation alright - but not as you know it Rating info Online case management Chatting (?) Suggestions for policy improvements Provide APIs & enable mashups 息2008 Internet Architects
  • 39. On a final note: Complicated rules and legislation is a pain for civil servants and its hell for User Experience designers Law & policy makers should be made aware of the impact of bad design 息2008 Internet Architects
  • 40. 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 息2008 Internet Architects
  • 41. Thank you! More info: see us at our booth WebSceneExpo - 03 June 2008 Affligem, Belgium Erik Verdeyen, co-founder, Internet Architects erik.verdeyen@internetarchitects.be +32 475 567890 息2008 Internet Architects