Not task-based The goal:Help residents completetasks clearly and easily.
Unbalanced contentEvery week, they pick upmy garbage. This week,they missed the pickup.
What people want Garbage & Request an Recycling: inspection: Parking: tickets and missed collections, building, electrical, enforcement get new gas, sprinkler bag/box/bin Hours of Report Property ops for Report Lookburnt out for a tax Business landfill abandoned job street garbage / light balance license: vehicle status/renew Source: 311 calls Feb 2009 to Jan 2010
What’s on the site Community Services: Parks: programs, bylaws, programs, parks, gardens,City Clerk: minutes, reports, business licenses, pools, Parks Board mayor & council, dog pound, theatrescommittees, election results Financial Services Engineering Sustain- ability Source: 2009/2010 City of Vancouver Content inventory
Unbalanced content The goal:Ensure the users’ needs are met, as are theorganizational objectives.
Need to meet business requirements Participation Facilitate public engagement Transactions Provide in-demand services Provide answers to Publishing frequently asked questions People & Process Have efficient User Experience Technology work processes
Common problem: too much content• 26,000 HTML pages• 35,000 binary files (mostly PDF)• 12 areas (34 business units)
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