All Things Open 2016

Digital Commons

Billy Hylton

The Vision

Governor Pat McCrory“Interacting with government should be as easy as checking the latest scores on the internet or even shopping online.

“

The Challenge

Inconsistent digital experiences + Brand confusion + Various platforms + Not optimized for mobileNo standards + Lack of community and collaboration + Content managed by IT + Web accessibility

issues

The Challenge

Inconsistent digital experiences + Brand confusion + Various platforms + Not optimized for mobileNo standards + Lack of community and collaboration + Content managed by IT + Web accessibility

issues

The Goal

+68%All Traffic

21st Century Web & Digital Presence

• Powerful, flexible web content platform

• Digital program focused on both citizen and agency needs

• Growing, engaged community of users

The Solution

+68%All Traffic

21st Century Web & Digital Presence

Process

Personas

User Tasks

InformationArchitecture

Page Description Diagrams

Site Governance

Content and Design (ABT) Development & Integration (Phase 2)

Drupal Configuration

TrainingContent Import Testing

Stakeholder Interviews

Content Refinement

Content Refresh

ProcessModern Collaboration

Results

Results

+68%All Traffic

+8%All Traffic

+171%Mobile Traffic

-38%Bounce Rate

NC.Gov

Governor’s Office

Natural & Cultural Resources

State Human Resources

Budget & Management

Health & Human Services

NC State Parks

Museum of History

Regional Museums

Departmental Sub-Sites

Cross-Agency Programs

HIEA

Information Technology

Military & Veterans Affairs

Environmental Quality

Public Safety

Administration

Office of State Controller (In-Flight)

Results

All Digital Commons sites are optimized for mobile. Includes both phone and tablet breakpoints.

Mobile

ResultsConsistent Communications

ResultsLiving Style Guide

digitalstyle.nc.gov

Results

+68%All Traffic

+171%Mobile Traffic

-38%Bounce Rate

NC.Gov Traffic AnalyticsMay 2015 & May 2016

ResultsAccessibility

OpenBudget OpenBudget.nc.gov

Rapid launch of new digital projectsResults

New “Alt” Theme

Training and Communications

A Few Challenges & Lessons Learned

CommunicationAsk “what’s working/not working” throughout the project and make shifts.

Security and InnovationBalancing innovation with security/accountability (we’re government after all).

FlexibilityConsistency is great but you have to meet business needs.

Technical/Drupal Support

EmpathyConsider your colleagues as well as end-users.

Culture ClashState government IT and Communications teams struggle with SDLC/DevOps

OpenShift/PaaS Not always clear who owns which system admin and middleware pieces. Strong DevOps/sys admin resources necessary.

Who Needs a Website?

Today, hardly anyone questions whether to build a mobile-optimized website. A decade from now, we might be saying the same thing about optimizing digital experiences for voice or chat commands…In some of these cross-channel experiences, users will never even look at a website. “ ”

http://buytaert.net/cross-channel-user-experiences-with-drupal

Thank you

@publicrealm

linkedin.com/in/billyhylton