wirelss technology changes the way government works
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Government of Canada Wireless Portal
Melissa TeasdaleManager, Project Design
Web Channel OfficeOctober 2008
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Government of Canada Wireless Portal
Government in the Palm of Your Hand
wap.gc.ca
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Background: Service Quality
Goal: improved service quality to meet and exceed citizen expectations
To Canadians service quality means:
- quick - personalized
- convenient - easy to access
- easy to use - reliable
- timely
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Mobile Government
Clients expect government to keep pace with new technological developments
GoC must look at new ways of using technology to develop service delivery across government organizations
New and emerging technologies can be used to improve communication between government and clients
Services must remain accessible and client centric
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Mobile Government
Reasons for creating GoC Wireless Portal
Increasing use of wireless devices to access information
• Faster data transfer speeds will foster further uptake
Global shift predicted: mobile Web access to surpass PCs
Source: “Yahoo! Aiming for mobile Internet leadership” http://www.euractiv.com/en/infosociety/yahoo-aiming-mobile-internet-leadership/article-172378
Canadian mobile penetration was 62% in March 2008 and should reach 71.1% in 2010
Sources: Reuters – IE Market Research Corp. report; Canadian Wireless Telecommunications Association
Two distinct approaches
Make existing “wired” Web site available in wireless format
Create a distinct site for wireless users
Combination of approaches
Make some features of existing site available through wireless devices
Adapt best practices for wireless interface design
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GoC Wireless Portal
Launched May 2002
Provides a single access point to key GoC services and information
Information and services optimized for the wireless channel
Complements existing GoC servicechannels
Targets the needs of wireless users specifically
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Wireless Portal: Users
Favourable reaction to plans to develop/expand the Wireless Portal
Positive reaction:- Compliments for simplicity, direct approach- Satisfied that the site provided was useful- Information specific to wireless users
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Usability and Client Research Results
Strategies for Web sites are not automatically transferable to wireless sites
Example: different set of best practices
Wireless users don’t “surf” “[Wireless access] is not a substitute for Internet access and I don’t
expect it to be. It’s totally different”
Wireless users want to access small parcels of targeted information
“I’m looking for quick information, the bits that I need”
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Wireless Portal Today: Services
Current information and services
Contact information for:- Members of Parliament- Government of Canada employees- 1 800 O-Canada international toll-free numbers- Canada Business services centres- Passport offices- Canadian Company Capabilities- National Parks
Services:- Currency converter- Exchange rates- Border wait times- Economic indicators- Government of Canada Newsroom- Hurricane information (seasonal)- Weather
Government in the Palm of Your Hand!
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Wireless Portal Today: Partners
GoC Wireless Portal partners (by department/institution)
Canada Border Services Agency Industry Canada Environment Canada Bank of Canada Statistics Canada Public Works and Government Services Canada Parliament of Canada Passport Canada Parks Canada
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Challenges presented by the clients
- Increased expectations for government to keep pace with technology- Increasingly complex information requirements- Conflict between privacy issues and expectations for information
Challenges presented by the wireless medium
- Lack of benchmarks, industry standards- Compatibility issues- Diversity of devices and features offered- Lack of standard user interfaces- Interoperability issues- Security- Screen size, memory, download time- Ease of use- Dependencies: data sharing, industry- Legislation
Our Challenges
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Wireless Portal Today: Evolution
Core Principles and Best Practices
Minimize challenges of bandwidth, screen size and device compatibility (reduced hierarchy and download time)
Common strategy and consistent approach across government
Provide useful information quickly and easily
“Just in time” services Ensure backward and forward compatibility
for older and newer devices Back button on every page, reduce
scrolling Provide a service specific to the wireless
medium
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Wireless Portal Today: Benefits
Mobile government helps GoC stay connected to the public by:
Increasing number of channels available for government-citizen communication (phone, online, in person, mobile)
Using technology to improve service delivery
Providing client-centric services relevant to the daily lives of users
Making government more accessible
Cross-promote other channels (in person, main Web site, telephone)
Play a leadership role in providing access and profile to wireless information and services across GoC departments and agencies
Make services accessible to clients whenever they want, wherever they are
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Wireless Portal Today
Interdepartmental working group helps evolve and expand the Portal in line with on-going client research and feedback
Average 204,000 visits per month (in spring/summer 2008)
“Interactive” services such as border wait times, currency converter are most popular
Weather is overall most popular service
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Wireless Portal Today: Evolution
Future directions
User feedback/usage statistics demonstrate that menu is long and difficult to navigate
Proposed redesign will: Shorten menus Create more direct paths to desired information New services Provide more options for delivering services by increasing choices
for navigability and accessibility to a wider range of devices
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Our Future
Raising awareness
Build upon existing information and services
Develop and maintain partnerships with departments and agencies for a consistent and cohesive approach to mobile service delivery
Provide guidance to departments beginning to develop mobile strategies
Exchange of information and strategies through national and international studies and conferences (ICA - International Council for Information Technology in Government Administration)
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Contact Information
Melissa Teasdale
Manager, Project Design
Web Channel Office
Service Canada
melissa.teasdale@servicecanada.gc.ca
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