Government information websites are an important tool for governments seeking to improve
communications, ease administrative burdens and provide greater access to public services
for citizens and businesses. Effective information websites, centred on users’ needs,
can ensure a trustworthy information exchange between citizens and the public administration.
This report looks at how developing a fit-for-purpose search function, using predictive
text, machine learning techniques, and other functionalities, can contribute to effective
information websites. It presents recommendations as well as guidelines for ensuring
high-quality standards across government information websites, including upgrading
them into transactional portals, where citizens may easily access public services
and communicate with government agencies about their needs.
Effective information website design is not a straightforward task. Governments often focus their efforts solely on publishing extensive amounts of information without ensuring access to meaningful and comprehensive information.
To be effective, information websites should meet four main requirements: authoritativeness comprehensiveness, fit-for-purpose and ease of navigation.
This report presents a practical toolkit to ensure high-quality government information websites, as well as key elements to upgrade sites, including transactional portals.