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Local government in the UK has made progress towards the delivery of services online. However individual local authorities do not necessarily have the experience or infrastructure to develop web sites that are usable and that can be maintained as content changes. This study used a three level model as a heuristic tool to evaluate a case study e-government web site. While the results were useful in proposing changes, barriers exist which slow down the process of making the changes. The paper proposes strategies that may be adopted to ease this process of web site development and change within local government environments and elsewhere.

Achieving Usability Within E-Government Web Sites Illustrated by a Case Study Evaluation