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Government websites should be the easiest way for citizens to access information, apply for services, and engage with their government. But in reality? Many of these sites are slow, outdated, and frustrating to use. Citizens don’t trust them, don’t rely on them, and, in many cases, don’t even know they exist.
The numbers prove it.
The problem goes beyond politics and towards how governments communicate, design their digital services, and handle citizen interactions online.
If a government website is hard to use, full of legal jargon, or seems unreliable, citizens won’t use it. That leads to lower engagement, more inefficiencies, and, ultimately, an even bigger trust problem.
So, what’s the fix?
This article breaks down how government websites can rebuild trust, improve engagement, and create a better user experience for citizens.
Before we get into solutions, let’s talk about why government websites often fail.
Ever tried to fill out a government form online? It’s often a nightmare. Outdated design, confusing navigation, and walls of text make it difficult for citizens to complete simple tasks.
A Deloitte report found that over 55% of U.S. residents want to use government digital services, but most avoid them because "government websites remain too wonky to navigate."
Trust comes from clarity and openness. But many government websites fail to clearly explain their policies, decision-making, or how they use personal data.
Citizens want to know:
When this information isn’t clear, it breeds suspicion and frustration.
If citizens don’t feel safe sharing their personal information on a government site, they simply won’t use it.
A study on global government cybersecurity found that many government websites still lack proper encryption, authentication, and fraud detection measures, making them prime targets for cyberattacks.
Each government agency has its own website, login system, and application process. That means citizens often have to:
In contrast, companies like Amazon and Google make sure users only log in once and can access everything they need in one place. Governments need to catch up.
Here’s how government websites can be better, faster, and easier to use.
Security is the foundation of trust.
Government websites should be using open-source, enterprise-grade platforms like Drupal that offer:
Key Fact: Studies show that using HTTPS and implementing two-factor authentication can reduce cyber threats by up to 80% in government digital services.
More than 70% of citizens prefer mobile for government interactions. But many government websites still aren’t mobile-friendly.
To fix this:
Citizens trust governments more when they have access to real-time information.
Governments can boost transparency by:
Citizens don’t want to wait on hold for hours just to ask a basic question.
That’s why governments should invest in:
Government websites with AI chatbots and self-service portals give value to their visitors by giving them ways to solve their problems faster.
Citizens shouldn’t need a separate login for every government agency.
The solution? Single Sign-On systems.
Countries like Canada are already implementing Sign-In Partner, which lets users access multiple services with a single login. The U.S. is rolling out Login.gov, aiming to streamline access across federal agencies.
Studies show that unified digital portals increase engagement by 30-40% since users don’t have to jump between different platforms.
Engagement isn’t just about giving people access—it’s about listening to what they need.
Ways to improve this:
Most government websites? Clunky. Outdated. Hard to navigate.
People land on them, get frustrated, and leave. They don’t trust the information. They don’t trust the process. And most importantly—they don’t engage.
That’s exactly what the City of Hamilton was dealing with. Their municipal website wasn’t serving its purpose. It wasn’t engaging residents. It wasn’t driving traffic to city services. It wasn’t user-friendly.
So, they partnered with OPTASY to fix it.
Here’s what happened:
The City of Hamilton needed a functional, engaging, and easy-to-navigate website—one that actually helped people find the services they needed without getting lost in an endless maze of bad UX.
The issues?
Hamilton needed a complete overhaul, but without disrupting the existing website.
OPTASY went in and rebuilt key areas of the website—not just for looks, but for usability.
Here’s what they did:
The transformation was immediate.
✅ Improved Navigation – Residents could now find city services without clicking through endless menus.
✅ Better Marketing & Communication – The city could now promote events, cultural programs, and services more effectively.
✅ Faster Content Updates – Staff could manage pages without calling IT for every small change.
✅ Higher Engagement – The website finally became a real resource for the community—not just a forgotten government portal.
This was a full transformation of how the City of Hamilton connects with its citizens online.
Because at the end of the day, a government website shouldn’t be a bureaucratic black hole.
It should be a bridge between citizens and their government—and that’s exactly what OPTASY built.
Conclusion
Citizens expect digital services to be simple, fast, and secure—just like the private sector.
Yet, many government websites are still outdated, inefficient, and frustrating. That’s why governments must prioritize:
Governments that get this right will see higher citizen engagement, improved efficiency, and most importantly, rebuilding the trust that has been lost.
The digital future isn’t coming. It’s already here.
The only question is: Will governments catch up?
We’re excited to hear your project.
Let’s collaborate!