I'm intrigued by the hybrid approach that we see in airports and supermarkets, having information kiosks or do-it-yourself check-ins that exist in physical spaces. Anyone know if there is anything similar in government? I was thinking about this finding: "Half of government website visitors said that they accomplished everything they set out to do in their last government website interaction..." That seems low.
I didn't read to see if the survey respondents indicated why they failed to accomplish what they were setting out to do, although I wonder if it has to do with the way people search for government information vs. the way gov websites (and agencies, etc.) organize their information online.