Belgium.be
The new Belgian government
portal — A catalyst for more
user centric eGovernment?


                Erik Verdey...
Erik Verdeyen
 co-founder, Internet Architects




    lead architect &
 program manager for
      Belgium.be
The essence of web projects?




                           ©2008 Internet Architects
Technology!


          ©2008 Internet Architects
The essence of web projects?


                       Structure
   Content
             Technology
                       ...
Nope


       ©2008 Internet Architects
Pop quiz!


            ©2008 Internet Architects
Who knows Zune?




                  ©2008 Internet Architects
Who knows iPod?




                  ©2008 Internet Architects
Zune is a great product




                          ©2008 Internet Architects
And yet…

             Cumulative
            sales figures
                               +150 million
Million
     8


 ...
It’s the experience that matters!




                               ©2008 Internet Architects
Total user experience

           drool
                        share
                crave
              buy
            ...
User Experience (UX)



   Users             Content


             UX




           Context




                        ...
User Experience is more than usability




                                  Source: Peter Morville, 2004
                ...
Pop quiz!


            ©2008 Internet Architects
How many governments do we
     have in Belgium?




                         ©2008 Internet Architects
How many governments in Belgium


        Answer A: 4
        Answer B: 5
        Answer C: 6
        Answer D: 7




    ...
Seriously now:
   Some more questions

    Everyday questions,
from people like you and me


                             ...
Who can help me finding a job?
        What will be my pension?

What benefits are there to buying a “green”
             ...
Why should you have to know to
  whom to ask your question?




                            ©2008 Internet Architects
OK, but hey, that’s the way of the
web.




      And there is always Google…
                                ©2008 Intern...
Good governance

A goverment needs to inform and
 grant access to information and
  services to everyone without
         ...
The web is the center of the
 communication universe




                               ©2008 Internet Architects
Core values for communication


  •   Consistent communication online
      & offline

  •   User centric communication

 ...
Strategy for the portal site


•
                      CENTRIC COMMUNICA
               USER                    TION



  ...
Search all gov
                                   sites

                             search.belgium.be

                 ...
What belgium.be is not


•   A repository of all info

• A solution for all gov
  communication

•   A site for domain exp...
Users want info and services

       High quality
        Ease of Use
     Fast download
   Frequent updates
         Ince...
What about web 2.0?




                      ©2008 Internet Architects
What about web 2.0?

                    Mashups
      RSS                               APIs


            syndication
  ...
Online things happen in a certain way



    •   Information (maturing)

    •   Interaction

    •   Transactions




   ...
There it is again: User Experience



   It’s not about the usability of one site,
               one application.

    It...
So first things first: walk before you run

 Focus on building and maintaining gov
              site that are:


      • ...
And some 2.0 is already there (or in the
               pipeline)


     •   RSS

     •   Microformats

     •   Rating

...
Where could it go from here?


 •   Integration of communication
     channels: phone, face, web

 •   Integration of thos...
Where could it go from here?


 •   Single sign-on

 •   Data sharing

 •   Standards for building user
     interfaces, h...
Web 2.0 in government

It’s a conversation alright - but not
           as you know it

 •   Rating info

 •   Online case...
On a final note:


•  Complicated rules and legislation
   is a pain for civil servants…

•  … and it’s hell for User
   E...
Conclusion

•
Launch last week: 1st step in new
federal government approach

•
Other departments are following
(guidelines...
Thank you!

More info: see us at our
booth


   WebSceneExpo - 03 June 2008
                  Affligem, Belgium




  Erik...
Upcoming SlideShare
Loading in …5
×

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

4,166 views

Published on

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.

Published in: Technology, Business
1 Comment
4 Likes
Statistics
Notes
  • Hello! Congratulations on your presentation ... Excellent work ...! Thank you for sharing. We created a group Slideshare 'KINGDOM OF BELGIUM' which aims to connect all people in the world who love the Belgium, and their presentations, documents, videos,etc.

    I referenced your slideshow in this new group. You are cordially invited to join us! Have a good day. Greetings from France. Bernard.

    http://www.slideshare.net/group/kingdom-of-belgium

    PS: I also added you Slidecast to my others groups : - SOUND and MUSIC, the best (Number one of groups Slideshare) - http://www.slideshare.net/group/sound-and-music-the-best-slideshows - YOUTUBE,SLIDECAST & VIDEO -
    http://www.slideshare.net/group/you-tube-slidecast
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Views
Total views
4,166
On SlideShare
0
From Embeds
0
Number of Embeds
853
Actions
Shares
0
Downloads
163
Comments
1
Likes
4
Embeds 0
No embeds

No notes for slide

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

  1. 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 ©2008 Internet Architects
  2. 2. Erik Verdeyen co-founder, Internet Architects lead architect & program manager for Belgium.be
  3. 3. The essence of web projects? ©2008 Internet Architects
  4. 4. Technology! ©2008 Internet Architects
  5. 5. The essence of web projects? Structure Content Technology budgets CMS servers procedures hosting sharing look & feel ©2008 Internet Architects
  6. 6. Nope ©2008 Internet Architects
  7. 7. Pop quiz! ©2008 Internet Architects
  8. 8. Who knows Zune? ©2008 Internet Architects
  9. 9. Who knows iPod? ©2008 Internet Architects
  10. 10. Zune is a great product ©2008 Internet Architects
  11. 11. And yet… Cumulative sales figures +150 million Million 8 6 4 2 0 Zune iPod ©2007 Internet Architects
  12. 12. It’s the experience that matters! ©2008 Internet Architects
  13. 13. Total user experience drool share crave buy unpack hookup ©2007 Internet Architects
  14. 14. User Experience (UX) Users Content UX Context Source: Louis Rosenfeld 2002 ©2008 Internet Architects
  15. 15. User Experience is more than usability Source: Peter Morville, 2004 ©2007 Internet Architects
  16. 16. Pop quiz! ©2008 Internet Architects
  17. 17. How many governments do we have in Belgium? ©2008 Internet Architects
  18. 18. How many governments in Belgium Answer A: 4 Answer B: 5 Answer C: 6 Answer D: 7 ©2008 Internet Architects
  19. 19. Seriously now: Some more questions Everyday questions, from people like you and me ©2008 Internet Architects
  20. 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? ©2008 Internet Architects
  21. 21. Why should you have to know to whom to ask your question? ©2008 Internet Architects
  22. 22. OK, but hey, that’s the way of the web. And there is always Google… ©2008 Internet Architects
  23. 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 director’s seat ©2008 Internet Architects
  24. 24. The web is the center of the communication universe ©2008 Internet Architects
  25. 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 ©2008 Internet Architects
  26. 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 ©2008 Internet Architects
  27. 27. Search all gov sites search.belgium.be Federal Government sites Search engines Campaigns External sites Offline 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. 28. What belgium.be is not • A repository of all info • A solution for all gov communication • A site for domain experts • … ©2008 Internet Architects
  29. 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 ©2008 Internet Architects
  30. 30. What about web 2.0? ©2008 Internet Architects
  31. 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 ©2008 Internet Architects
  32. 32. Online things happen in a certain way • Information (maturing) • Interaction • Transactions Each stage is a prerequisite for the next ©2008 Internet Architects
  33. 33. There it is again: User Experience It’s not about the usability of one site, one application. It’s about the user experience when dealing with your government as a whole (and citizens & companies have to, no choice there) ©2008 Internet Architects
  34. 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 ©2008 Internet Architects
  35. 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! ©2008 Internet Architects
  36. 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 ©2008 Internet Architects
  37. 37. Where could it go from here? • Single sign-on • Data sharing • Standards for building user interfaces, harmonizing the UX • Integration of communication • … It’s happening, but it takes time ©2008 Internet Architects
  38. 38. Web 2.0 in government It’s a conversation alright - but not as you know it • Rating info • Online case management • Chatting (?) • Suggestions for policy improvements • Provide API’s & enable mashups ©2008 Internet Architects
  39. 39. On a final note: • Complicated rules and legislation is a pain for civil servants… • … and it’s hell for User Experience designers Law & policy makers should be made aware of the impact of “bad design” ©2008 Internet Architects
  40. 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 ©2008 Internet Architects
  41. 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 ©2008 Internet Architects

×