Findings and Recommendations City of Berkeley: Digital Strategic Plan and Cost Allocation Plan
October 17, 2016 v5.1
(ThirdWave did not carry out a detailed technical assessment using a web crawler/Google Diagnostics to scan the entire website for quality issues including: accessibility; browser compatibility; broken links; legal compliance; search optimization; usability and web standards compliance, which was beyond the scope of the DSP Roadmap project.) Findings: ThirdWave rates the City’s website design as dated, equal to those of other cities of comparable size from 2000 to 2005. ThirdWave rates the City’s website maturity model (functionality) equal to those of other cities of comparable size from 2000. The City website is focused on disseminating information to diverse members in the community as opposed to providing online services. The City website does not currently provide online transactional services, or if it does, we could not find them. There is a lack of mobile responsive design and development which makes viewing the site unfriendly on mobile devices. The online staff survey revealed the following: The City’s Website was identified as the number one technology requiring the most improvement with 42 of 233 staff/management noting the need – or 18% of all respondents. When asked to rate E-government Applications to Improve Customer Service, and provided a variety of web options, Website Redesign was rated as number one, garnering 132 of 233 responses – or 56% of all respondents. There were many comments related to the City’s website in the online survey; the following provide typical examples: o “The City website would benefit from a redesign that focuses on customer service and an intuitive design. There is great information on the website, but it's hard to navigate.” o I think the City should initially focus on making the website more attractive and user-friendly, before investing time in these other areas. These web technologies could enhance outreach and be helpful particularly to certain units within the City, especially where there is a need to connect with younger residents, but overall, upgrading the website should take precedence. o “For being a contemporary municipality, it is remarkable that we do not have social media.” o “Having an updated website would be a vast improvement.” o “It would be great to have better, clearer web access for our community partners.” o “The web site is outdated there are city employees listed as contact person that no longer work with us at least for 3 years.” Website issues identified by City staff: The website navigation is unclear and inconsistent. The layout is clean yet somewhat clutter, resulting in a Graphical User Interface that is unfriendly. The site displays a poor graphical and visual design when compared to contemporary municipal websites. Navigation is inconsistent across pages, and there is:
o Home page. o Use of fonts. o Text heavy. o Depressing.
Digital Strategic Plan: Findings & Recommendations
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