Streamlining Web Search Processes

A State Government required an effective means of searching for and retrieving web based information across a multitude of government websites.

The State Government being discussed comprises a plethora of small agencies and sub agencies, each with their own website and methods of data classification. This made it impossible for citizens to obtain a cohesive, consistent message across the wider constituency. SMS was engaged to provide this State Government with a comprehensive search engine specification, a range of search interfaces based on user research and an architecture for achieving consistent web content classification across government.

SMS evaluated current activities and the State Government’s strategic directions against international e-government best practice to highlight areas for improvement in search and retrieval.

Drawing on many years of experience in information search and retrieval, SMS performed a comprehensive audit through key stakeholder interviews and focus groups, to: 

• highlight existing and recommend processes for search data classification
• develop and validate user friendly search engine interfaces 
• compare findings to other government constituencies and industry best practice
  

SMS developed and presented a roadmap for a comprehensive change in the government’s approach to whole of government information retrieval.

SMS drew upon its expertise in this specialist area to present a program for change that addressed the: 

• implementation of a consistent approach to metadata classification, search, and retrieval
• features and behaviour of the proposed solution
• required levels of ease of use for citizens, small businesses and other key audiences
• market scanning to assist in obtaining the best search technology
  

Based on SMS’s recommendations, the State Government went to tender for the technology needed to implement a cohesive strategy. The resulting appointment has already facilitated an effective “whole of Government” search facility that met all requirements.

SMS’s work ensured that this State Government now has a cost effective tool that provides a cohesive approach to searching across the entire constituency and facilitates the retrieval of high quality data without the need to dramatically re-engineer meta-data classification.