Office of Information Technology Services

One of the most critical functions of the ITS website is to allow state government agencies to request help or service. In the redesigned website, we placed this function at the forefront, with an intuitive interface that makes it easy for agencies to understand how to initiate service requests. By prominently featuring a dedicated "Request Services" section on the homepage, we reduced the steps needed for agencies to ask for technical support or IT services, which is essential for streamlining workflows.

The new design also included a detailed breakdown of the types of services available, with clear categorization so agencies can quickly find the specific support they need, from network assistance to asset management to software troubleshooting. This change dramatically improved user satisfaction by making it easier and faster to get help.

State agencies often look to ITS for guidance on procuring devices and technology products. To address this, we made ITS’s role in device and product procurement more prominent on the website. Previously, it was difficult to understand who was responsible for this process. Now, we have a dedicated section that outlines how agencies can procure necessary technology through ITS, and the steps involved in ensuring compliance with state regulations.

This update not only clarified the agency's role but also provided state agencies with step-by-step guidelines, making the procurement process more transparent and accessible. This section has become a vital resource for ensuring state agencies have the tools they need without unnecessary delays or confusion.

To highlight the ongoing projects that ITS is leading across Idaho, we introduced a new "Project Spotlight" feature. This dynamic section of the website showcases major initiatives and projects, providing government agencies and the public with real-time updates on progress. Each featured project includes a summary of its objectives, timeline, and expected impact on state operations.

This feature has become a focal point for visitors to the site, allowing them to see the tangible ways in which ITS is driving innovation within Idaho’s government infrastructure. It also serves as a communication tool that reinforces ITS’s commitment to transparency and excellence in service delivery.

To support both state agencies and ITS staff, we created a comprehensive "Resources" section. This section serves as a knowledge hub, offering everything from technical documentation and user guides to policies and IT best practices. Previously, this information was scattered across the site, making it difficult to find.

Now, users can access the resources they need quickly, thanks to a clean, organized layout. The centralized resource center empowers ITS staff and agencies alike to resolve issues independently, improving efficiency and reducing the need for support calls.

A government website should facilitate easy communication, and we ensured that ITS’s contact options were streamlined and intuitive. We created multiple, clear paths for users to get in touch with the appropriate department or individual, whether they need technical support, have a question about procurement, or are inquiring about employment opportunities.

The "Contact Us" section now features a simple form with specific categories, ensuring that requests are routed correctly and answered in a timely manner. Additionally, direct contact information for key personnel is available for those who need more immediate assistance. This improvement not only increased response times but also helped reduce confusion for site visitors.

From the outset, we placed a special emphasis on making the ITS website accessible to all users, including those with disabilities. Following ADA guidelines, we implemented features such as improved contrast ratios, text size adjustability, screen reader compatibility, and keyboard navigation. Each of these enhancements ensures that people with visual, auditory, or motor impairments can use the site with ease.

These improvements not only expanded the usability of the site but also set a new standard for government websites in Idaho, ensuring that all citizens can access essential services and information without barriers.