A survey from consulting firm Booz Allen Hamilton has yielded a list of the top suggested improvements for Federal government websites.
According to the survey, the top five ways that the Federal government could improve online experience in 2019 are:
- Making it easier to find information;
- Making it easier to “complete all needs online”;
- Improving ease of navigation;
- Making support available if needed; and
- Adding functionality to submit and fill out forms.
The consulting firm’s conclusions are based on polling of 1,000 U.S. adults in January 2019, and comparing those results to polling data gathered in February 2018.
The survey found that 59 percent of respondents said that government websites “should function more like” .com websites. At the same time, it found that 61 percent of respondents are “optimistic the Federal government is improving its digital experience.” And the survey found respondents had a slightly higher opinion of government website security compared to security of commercial websites.
The Booz Allen study also found a year-over-year downtick among survey respondents in their usage of Federal government websites “as sources to obtain Federal government information.”
Survey respondents reported using Federal government websites 70 percent of the time in searching for government information in the early 2019 survey, down from 78 percent in the survey 11 months earlier. At the same time, respondents reported increased usage of a variety of other sources to get Federal government information, including mail, email, texts, social media, advertising, and Federal government Facebook sites.