Durango, Colorado - Top City Government Website

Interview with Durango, Colorado

DurangoGov.org has been recognized by Juggle as one of the top city government websites in the state of Colorado. Below you'll find an interview with Janice Bourret, System Analyst and Web Administrator for the City of Durango.

Can you summarize the history of Durango’s web portal?

The city of Durango’s website was originally created in 1995 by Fort Lewis College students. By the end of 1995, I had restructured and expanded the site’s offerings. In 2000, we conducted a redesign study and began the process of developing a more dynamic website based on a master plan that outlined a phased-in plan of expansion. In 2001, we launched what at the time was quite cutting-edge with online forms, calendars, agendas, email notifications, and other dynamic features.

Unlike our process in 2000, the initial concept in 2007 was to “refresh” the site. We formed a team consisting of staff from each department. I organized and facilitated the project. We began educating the team by providing website usability and best practices training. At the onset, a subset of the team set out to compare several “award-winning” websites. They rated each on its navigation, layout, design, content, and usability. Based on their findings, we began to structure our site.

During our initial process, we posted a questionnaire on our website. We obtained information about how viewers were using the site, which features they were using, new features they would like to see included, and any other suggested changes. We also considered feedback from staff and the site’s limitations based on my experience as the administrator.

When we felt we had a tangible layout and navigation, I mocked up the website and conducted a usability test with random library patrons. Navigation and naming conventions were adjusted as a result. As we discussed the requirements of the “refresh,” we discovered we needed a true redesign even though our budget for the project was almost non-existent. In addition, we concluded a content management system would be desirable.

I began searching for an inexpensive but full-bodied content management system, which proved to be a difficult task. Ultimately, I found a solid, basic product that could be customized for us. We also contracted with that company to provide graphic design services.

While the website redevelopment process was taking place, the City began to implement an electronic document management system. The system included the capability for the public to search records within its system, publish agendas, and stream video. We began including these features in our overall development concept.

Once our structure was outlined, we began the task of design. I must say, design by committee is not easy. We spent a great deal of time sifting through color schemes and photos. Once the team came to a consensus, we submitted the colors and photos to the designer who then produced two designs from which to choose.

Our next step was to wire-frame the site. I met with each department, including directors, to work out layout and navigational details for their related pages. This process was time-consuming, but well worth the effort. Once we had our pages created in our content management system, it was easy to connect the dots. Once staff input content, we had a thorough review by non-staff for link connectivity, formatting issues, spelling errors, etc.

The team did a wonderful job in working through the conundrums of website development as they gained a better understanding of the issues and needs of a government website. And they became vested in the project. After about a year and a half, we launched our redesigned site in July 2008.

What are the overarching objectives of Durango’s current e-government initiatives?

Our ongoing e-government initiatives include the expansion of online payment options. In addition to our current utility billing and recreation registration modules, we are moving forward with payment options for:

• parking tickets
• business license applications and renewals
• sales tax
• building permit applications

Social networking has entered our strategy as well. We have two Twitter sites, one for general government, and the other for our recreation programs. And, our recreation staff is in the process of creating a Facebook presence. We are hoping these venues will provide us alternate means to keep in touch with our constituents, and continue to provide an open and transparent government.

From a marketing standpoint, what are some of the strategies that you have utilized to draw attention to the information and services provided by DurangoGov.org, both on- and off-line?

Our website marketing is relatively low-key, but we do use business cards, email signatures, telephone-hold recordings, vehicle decals, utility bills, and newspaper references as an ongoing reminder to the public of the availability of online information. Once on our website, links to Twitter are visible on nearly every page.

What is the most-used feature or service on the site?

Being a government website, our focus is to provide easily accessible and usable information to our constituents. Our meeting agendas and calendars have always been used heavily. Having the ability to provide city council meetings’ video live and on-demand has given the public 24/7 access. Other popular page topics are discover Durango, recreation, news releases, police, job openings, recycling, and sales tax.

What has been the biggest hurdle in developing and/or maintaining DurangoGov.org, and how did you overcome it?

Our biggest hurdle in developing our site was a shortage of funding. As mentioned earlier, we had not anticipated the ultimate scope of the project. The dedication, perseverance, and creativity of in-house staff allowed us to achieve our goals. By involving departments on a more than cursory level, we were able to engage staff and retain their interest in the task.

Our current challenges are likely no different than most – keeping content fresh and usable. With the implementation of a content management system, the constant oversight of pages that once had been the norm, has now become decentralized. Boundaries are often blurred and responsibilities are at times unclear. Because we are a small organization with a common goal, we are able to work through and overcome these hurdles.

Where do you see e-government heading in the next 2-3 years? Are there any exciting new features or services currently in the works for Durango’s web portal?

Our site will be 3 years old in 2011. It is time to begin a review and consider additional enhancements. With the proliferation of mobile devices, creating content accessible by them needs to be addressed. Expansion of e-government will definitely be a topic of conversation as will Web 2.0. The anticipated hurdle will be financing the project. Although we were extremely successful with our last endeavor in which we relied on staff to do the vast majority of the work, it is unclear if we can afford the time and energy this next go-round. Only the future will tell.