The use of focus groups to improve an e-Government website

The growth in Africa´s Internet and broadband sector has significantly increased in recent years, specifically in the e-Government sector. The Internet has become an essential tool to disseminate information to citizens; however, poorly designed websites cause frustration. This paper focuses on the Provincial Government of the Western Cape (PGWC) e-Government website which had noticeable usability problems. Focus groups were conducted to obtain information requirements and the typical tasks performed by users. This information was utilised for the creation of a new e-Government website. The focus groups were also utilised to identify usability problems on the current website. This paper illustrates how the focus groups were conducted and explains the results which had an impact on the current and new website design. An improved checklist for conducting focus groups is provided. This is the first usability method used to improve the PGWC website since 2004 and the first time focus groups have been used within this environment.