GOVERNMENT TECHNOLOGY/What makes a Web site useful?

Five years ago, most local governments barely had an Internet presence, if one at all. Typically, city and county Web sites featured calendars of local events and council meeting minutes, and Webmasters were employees whose primary responsibilities were anything but Web site design.

Since then, local governments have made great gains in Web site development. Now, specially trained employees run local government Web sites, providing high-quality content; opportunities to transact business or interact with government officials; and attractive, easy-to-navigate pages.

Local governments have redefined the content of their sites to include “standard” items that were once considered “premium” features. For example, in 1997, only a small number of cities posted their comprehensive annual financial reports on their sites. Today, providing annual financial information is routine.

In addition to the financial report, standard fare on local government Web sites includes:

• Current news and/or commentary from the chief executive officer;

• Opportunities for two-way communication between residents, and government employees and officials;

• A community profile;

• Budget information;

• Economic development information;

• Council agendas/minutes; and

• Municipal code/zoning ordinances.

• Beyond serving the basic functions of informing, educating and communicating — as early government Web sites did — many of today’s sites entertain. Local governments are including audio files, colorful graphics, streaming video and “live” images to increase their sites’ appeal.

  Government Web sites fall into three hierarchical layers: The bottom layer comprises those sites that offer basic information such as department directories, event calendars, tourism guides and a map or two. Slightly better Web sites contain more content and some opportunities for interaction such as online service request forms.

  At the very top of the hierarchy are Web sites with cutting-edge elements such as live video of city council meetings, interactive maps, online payment services and searchable databases. They serve five primary functions: to increase accountability, provide opportunities for interaction between officials and residents, inform and educate, promote the area and its attractions, and enhance service delivery.

  New York maintains one of the best local government Web sites (www.nyc.gov) in the country. The site features a searchable database of local restaurant inspection reports, an online parking ticket payment module, reports of performance measures for various city agencies, application forms for vital records and an online store of city souvenirs.

  Like New York, Bellevue, Wash., maintains an excellent Web site (www.ci.bellevue.wa.us). The site presents city news and event listings, financial information, quarterly budget monitoring reports and performance scorecards for each department. Residents also can use the Web site to file crime reports.

  The Web site for Virginia Beach, Va., (www.vbgov.com) features “My VB.Com,” which allows users to customize their most commonly visited pages. The site includes live Webcasts of city council meetings, an interactive Citizen Services Guide, a searchable real estate assessment database, and a section devoted to current “Hot Topics.”

  As New York, Bellevue and Virginia Beach demonstrate, all cities and counties will not use the Internet in the same way. However, they all can strive to use the latest technology to make Web sites useful and worthwhile places to visit for residents and other online visitors.

  The author is editor of Vernon Hills, Ill.-based MuniNet Guide & Review.