State Works To Update Agency Websites

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September 30, 2013 — Thestatehousefile.com

INDIANAPOLIS – State agencies are working to remake and update the Frequently Asked Questions that appear on their websites as more readers appear to be using the feature.

Traffic to the FAQ’s – known as online knowledgebases – increased approximately 30 percent in the last fiscal year, even though the content has remained unchanged for several years.

“Customers are clearly using this service,” said Graig Lubsen, communications and marketing director for the Indiana Office of Technology. “So it is important to update this information.”

The state currently has nearly 2,000 FAQs on the state website and the goal is to update many of those during the current fiscal year, which ends June 30.

As part of this goal, the IN.gov program plans to have agencies validate their existing FAQs and increase the number of questions by 25 percent. It’s also seeking to increase page views by 35 percent to 45 percent.

The state is also launching a new online feature called “assisted guides,” which will allow viewers to better interact with FAQs. This system allows users to track the questions they ask, creating a tree of questions and answers that interest them.

The FAQs have been on the state website since 2006 and are included on the pages of every agency website under the online services navigation tool.

They are managed by IN.gov, a division of the Office of Technology, and the State Information Center, a division of the Department of Administration.

In addition to the FAQ project, IN.gov is working on a state app for iPhone and Android phones that will include information for all state agencies. According to Lubsen, this project is currently in a conceptual phase, but the app could be available to the public sometime next year.

“We’ve made a priority of making the website mobile compatible,” Lubsen said.


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