Executive Summary

Delivering a world-class web experience presents tremendous challenges to any organization. From platform selection to content management, and all the steps in between, web leaders must navigate imposing obstacles and make complex decisions as they seek to balance their aspirations with their organization’s technical and financial limitations. 

For state and local governments that seek to inform, enable, and delight constituents via the web, striking that balance can be especially difficult. Government agencies typically face more restrictive budgetary, cultural, and process constraints than their private-sector counterparts. Further, many state and local agencies operate on outdated and disjointed legacy technology platforms and have limited IT resources

Yet, the adoption of modern web platforms, coupled with an effective approach to website design, execution, and operation, can help government entities affordably reach the same level of online excellence that many private-sector companies have reached.

Government websites can be: 

  •  Humanized through the design process, making the constituent experience more engaging and positive
  •  Personalized so that constituents can easily access relevant content and execute critical functions
  •  Implemented and operationalized to fit within a government body’s budget and culture as well as its existing technologies and processes
  • This paper discusses challenges that state and local governments face as they seek to interact more effectively with constituents in an increasingly digital world. We also suggest pragmatic steps that governments can take in addressing these challenges cost-effectively. Observations draw on both primary research and CapTech’s experience delivering a wide variety of website, web application, and other related initiatives for state and local government clients.
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