Findings and Recommendations City of Berkeley: Digital Strategic Plan and Cost Allocation Plan
October 17, 2016 v5.1
The City’s website does present the constituents point of view. There is a lack of a clear information architecture for persons who do not work in the City. There is duplicate information in several places of the website, and they may not match. Website does not use responsive design. Cannot search the website. The lack of website e-commerce/transactional service delivery functions. Template for division home pages is too text heavy. Cannot print printer friendly pages. Stale content: o The City website has approximately 15,000 pages, some which may be significantly out of date. o The website has had information posted for 15 years, o Do not update content, sometimes for decades. Links are invalid because they are not updated. The website is organization chart driven, not customer centric. The City thinks of the website as an internal communication tool. Operational issues identified by staff There is a lack of ownership of the website. There is a lack of staff capacity to support the website, even though departments own their sections. Departments are not well versed in making the web pages’ customer friendly from a visual design standpoint. The City does not understand the web is meant to be a graphical interface to customers, the city lacks a web master. Training provided to staff that do the posting is very short, and addresses mechanics only - not content. It does not cover ADA compliance. There is a lack of quality control/preview of pages prior to posting Most staff do not have HTML training. There are multiple editors with no final review. Low level staff with authority are in change of putting content on the web, are overwritten by supervisors. Does not address the goals to be accomplished by departments. Departments, and the City as a whole, do not have someone responsible for the website. Do not have time to innovate on the web. The City does not have a graphic designer for the web. According to management and City staff, this results in the following: Website impacts: Customers cannot use the website. The website is unfriendly to use for people/users. Poor staff morale. The lack of responsive design results in the majority of devices people use cannot access the website, which creates an equity issue. The lack of website consistency, the website is not ADA compliant. Paper is wasted due to problems related to printing. Public perception (i.e. depressing, and embarrassing).
Digital Strategic Plan: Findings & Recommendations
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