The State of Federal Websites - Business of Government

AUGUST 2002

E - G o v e r n m e n t

S e r i e s

The State of Federal Websites:

The Pursuit of Excellence

Genie N. L. Stowers

Public Administration Program

San Francisco State University

The PricewaterhouseCoopers Endowment for

The Business of Government

E - G O V E R N M E N T

S E R I E S

The State of Federal Websites:

The Pursuit of Excellence

Genie N. L. Stowers

Public Administration Program

San Francisco State University

August 2002

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THE STATE OF FEDERAL WEBSITES

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THE STATE OF FEDERAL WEBSITES

T A B L E

O F

C O N T E N T S

Foreword..............................................................................................5

Executive Summary ..............................................................................6

The Federal Government on the Web ..................................................8

Introduction ....................................................................................8

The Framework of Support ..............................................................8

Challenges and Issues ......................................................................9

Providing Effective E-Government Service ........................................11

The Other Digital Divide................................................................11

Features That Bridge the Divide......................................................12

Evaluating Features on Federal Websites ............................................16

Federal Websites Rated for Excellence ..............................................21

The Portal Site: ..........................................................21

The Top Federal Websites ..............................................................22

First: U.S. Patent and Trademark Office ..........................................24

Second: U.S. Department of Health and Human Services ..............25

Third: U.S. Department of Education..............................................27

Fourth: U.S. Department of the Treasury ........................................28

Fifth: U.S. Department of the Navy ................................................30

Overall Assessment ........................................................................31

Recommendations..............................................................................32

Appendix: Methodology and Resources ............................................34

Endnotes ............................................................................................35

About the Author ..............................................................................36

Key Contact Information....................................................................37

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