Modernizing Government Websites: What It Will Take To Close The Citizen Expectation Gap

You can check your account balance via online banking in less than a few minutes. Purchasing books, clothes, or even major appliances has been reduced to one or two clicks. Ask ChatGPT whatever you want, and you’ll get an answer as quickly as if you were talking to a human being. 

The standards citizens have in mind when they visit government sites have never been higher, and they’re grading them accordingly. Only 54% of those surveyed in 2023 said they were satisfied with their ability to access unemployment benefits, for example, and the results weren’t much better for areas like business licenses and permits, parking, and traffic services. 

Traditionally, extending the lifecycle of IT infrastructure as long as possible may have once been considered a pragmatic way for the public sector to manage financial resources in citizens’ best interests. That approach is now resulting in challenges including higher costs to maintain legacy platforms, increased security risks, and difficulty in providing a level of service that citizens expect and deserve. 

The priority now should be investing in open source solutions that will demonstrate transparency and foster trust with constituents while also driving cost efficiencies. It’s an approach that will help public sector organizations close the citizen expectation gap by: 

• Ensuring consistent, easy access to services with a modern experience
• Complying with regulatory mandates and federal guidelines that promote digital accessibility
• Bolstering digital defences to keep citizen and public sector data safe
• Taking advantage of innovative tools and best-in-class approaches 

Read on to discover why modernizing government websites is not only possible but essential for public sector organizations at every level. 

The business case for open source modernization 

Maintaining aging systems often requires piecemeal upgrades and frequent troubleshooting, significantly increasing operational costs. They also offer limited scalability as user demands challenge or web traffic spikes. 

Agencies that got locked into long-term contracts with vendors are now paying the price. A recent survey of public sector leaders found that 42% of those at the federal level are struggling with legacy hardware, and 32% say their software is outdated too. 

By leveraging open source platforms, agencies can build cost-effective, flexible, and innovative solutions that align with federal mandates and public expectations. The benefits include:

1. Cost savings: Unlike legacy software, open source solutions eliminate licensing fees, significantly reducing upfront and ongoing costs. It also offers a host of options in terms of cost-effective plugins and integrations. 
2. Flexibility and customization: Open source platforms offer agencies the freedom to customize digital experiences, ensuring they meet the unique needs of government agencies and their constituents.
3. Collaboration and innovation: Open source communities provide access to a wealth of shared knowledge, enabling agencies to adopt cutting-edge technologies without starting from scratch.
4. Avoiding vendor lock-in: Open-source solutions reduce reliance on specific vendors, giving agencies greater control over their digital ecosystems and investments.

Successful open source implementations

Forward-thinking agencies are already proving the value of open source. Take the Department of Technology for the State of California (CDT). By standardizing on a WordPress-based platform, CDT consolidated more than 74 distinct websites and boosted response times by 71% following the migration. 

Other examples include the U.S. Digital Service, which has developed open source tools to improve website performance and security. Similarly, the General Services Administration’s 18F team frequently leverages open source frameworks to build scalable, user-centric solutions for federal agencies.

Opting for open source prepares you to tackle the key steps to website modernization. For public sector organizations, this starts with: 

Achieving regulatory compliance and adhering to federal mandates

Your modernization efforts aren’t just a matter of meeting citizen expectations but rules of law and government-wide directives. If you’re not familiar with any of the following, begin looking at where your current sites need to comply: 

Accessibility compliance

The Americans with Disabilities Act (ADA) and Section 508 of the Rehabilitation Act require government websites to be accessible to all users, including individuals with disabilities. These requirements align with the Web Content Accessibility Guidelines (WCAG), which focus on creating perceivable, operable, understandable, and robust platforms.

21st Century Integrated Digital Experience Act (IDEA)

The IDEA Act mandates federal agencies to ensure their digital platforms are mobile-friendly, secure, and user-focused. A recent report from the Government Accountability Office (GAO) said some agencies haven’t addressed any of the eight requirements yet. 

The Open Government Government directive and White House guidance

The Open Government Directive encourages agencies to make information and services accessible in a cost-effective manner. By digitizing services and adopting open standards, agencies can lower costs and improve transparency. The Office of the Federal CIO has also provided comprehensive guidance on delivering digital-first public sector experience. 

Complying with regulations is a foundational step in website modernization. As that happens, the next step you should be focusing on is: 

Reducing the total cost of ownership (TCO)

Legacy systems are often resource-intensive and require constant maintenance, upgrades, and specialized support.

Future-ready solutions let agencies allocate resources more effectively, focusing on delivering better services rather than managing outdated infrastructure. Take the following steps to bring expenses in line. 

1. Focus on streamlining operations: Modern content management systems (CMS) simplify website updates and reduce the need for technical expertise, cutting labor costs.
2. Shift workloads to achieve scalability and resilience: Cloud-based hosting eliminates the need for expensive on-premise infrastructure while providing scalable solutions that adapt to demand fluctuations.
3. Take advantage of process automation: Scheduling security updates, running accessibility audits, and gleaning insights from analytics reduces the time and expense associated with manual monitoring.
4. Aim for greater energy efficiency: Migrating to modern, energy-efficient systems can reduce utility costs and align with sustainability goals.

Citizens don’t just expect government sites to be easy to navigate and use, though. They also expect to be able to use them without fear their personal information will be compromised. That’s why the next stage of modernization is centered around: 

Enhancing security in government websites

A 2024 report from the White House on the U.S.’s cybersecurity posture cited key areas of risk including ransomware, commercial spyware, and threats from artificial intelligence (AI) technologies. Defending against these and other threats is critical as public sector organizations seek to maintain citizens’ trust. 

These all highlight the vulnerabilities of legacy systems, and modernization efforts should focus on robust security measures and vulnerability management capabilities to protect both agencies and citizens. Take a two-pronged approach here: 

Review and adopt federal security standards

Government experts have already put a lot of thought and effort into locking down data. Reassess where your websites stand in relation to: 

1. Federal Information Security Modernization Act (FISMA): This act requires agencies to implement comprehensive risk management strategies and ensure continuous monitoring of security controls.
2. NIST Cybersecurity Framework (CSF): This framework outlines best practices for threat detection, data protection, and incident response.
3. Executive Order 14028: This directive emphasizes adopting Zero Trust Architecture (ZTA), multi-factor authentication, and enhanced endpoint security.

Adopt modern security solutions and best practices

As you evaluate the solutions and partners available to help you, these areas are key to reducing risk: 

1. Move infrastructure to the cloud: A hosted model offers more robust data encryption, disaster recovery, and compliance with the Federal Risk and Authorization Management Program (FedRAMP), which aims to standardize how cloud-based products and services are continuously monitored.
2. Explore AI-driven threat detection: Artificial intelligence tools can identify and mitigate cyber threats in real time, reducing vulnerabilities.
3. Embrace Zero Trust Principles: The idea here is that no user or device is inherently trusted, implementing continuous verification and least privilege access. In other words, employees should only have access to the systems and data they truly need to serve citizens. 

With accessibility, usability, and security in place, you’re ready to: 

Experiment with emerging technologies and trends in government website modernization

Getting the fundamentals of performance, security, and scalability in place on government websites means you can focus on areas where citizen experiences can be further enhanced. These are just a few potential examples:

Mobile-first design

Not only do 98% of U.S. own a mobile phone, but 15% are smartphone-only Internet users. Responsive design ensures websites reflect this shift by making sure content is accessible on any device, meeting the needs of an increasingly mobile population. This will increasingly mean going beyond responsive layouts—offering touchscreen options, simpler navigation and fast-loading graphics. 

AI and chatbots

AI-powered chatbots provide 24/7 support, reducing staff workloads and enhancing citizen satisfaction. A recent study from the University of Albany found public sector agencies could also use chatbots to shorten wait times and identify frequently-asked questions to further improve service delivery. 

Personalized experiences

In the private sector, 69% of brands believe personalizing the way they interact with consumers is key to offering a better customer experience. Similarly, the way citizens engage on government websites could provide agencies data-driven insights to tailor content and services.  user preferences, improving engagement and efficiency. It’s another way to stay one step ahead of rising expectations. 

WordPress VIP: facilitating seamless modernization

WordPress VIP understands the unique challenges government agencies face in modernizing their digital presence. Our platforms are designed to simplify this process, offering:

• Cost-efficient solutions: Integrated automation, open-source frameworks, and cloud-based hosting help reduce TCO.
• Accessibility and compliance tools: Automated audits that ensure adherence to ADA and Section 508 standards.
• Enhanced security features: The only WordPress platform with FedRAMP Authority to Operate (ATO), built-in tools for real-time threat detection, and automatic updates to protect sensitive data.
• User-friendly interfaces: Intuitive dashboards that streamline content updates, analytics, and compliance reporting.

The path forward

Modernizing government websites is more than a technical upgrade—it’s a commitment to improving accessibility, security, and cost efficiency. By embracing open source technology, reducing the total cost of ownership, and adhering to federal mandates, agencies can build future-ready platforms that meet the needs of all citizens.

The time to modernize is now. Together, we can create a digital infrastructure that embodies transparency, trust, and service excellence for years to come.