For Government Professionals

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	September 28, 2005 Making eGovernment Web Sites Usable Forrester Reveals Flaws And Fixes For Seven Major Federal eGovernment Sites by Alan E. Webber with Gene Leganza, Elizabeth Boehm, Bradford J. Holmes

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Executive Summary

Forrester applied its Web Site Review methodology to evaluate the citizen experience at seven major federal eGovernment sites. The Federal Student Aid site led the pack in usability, with the Social Security Administration and the USAJobs sites tied for a distant second. But even on the best site, we found significant design flaws that impede citizen adoption of eGovernment. To get the basics right, agency managers should adopt site design best practices by employing the discipline of persona-centric Scenario Design in their ongoing improvement efforts.

TABLE OF CONTENTS

• Digital Age Agencies Want More Self-Service Citizens
• Program Managers Face A High Hurdle To The Citizen Self-Service Ideal
• Willing Citizens Need Functional Portals
• Bringing The Citizen Onboard

RECOMMENDATIONS

• Stick To The Basics To Make Government Sites Usable
• Related Research Documents

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