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Pattern Group A. Site Genres > Faceless Bureaucracy

Faceless Bureaucracy

When customers come to use your Web-based services, there are more problems. They find that online government agencies are usually even less personable than offline: They are nameless, faceless, and generic, and they provide no feedback. Site visitors might find a government form, but it is usually for printing and submitting offline. If submitted online, such forms are processed as offline forms. If individuals are named on a Web site at all, they are usually so far removed from individual services (such as the mayor) that they are of no help.

Given these issues, we conclude that your government agency Web site can provide better levels of service than offline services alone can if you do the following:


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