A User Satisfaction Evaluation of Web GIS Platforms in Public Service Delivery: A Case Study of Winona County

The proliferation of web-based Geographic Information System (GIS) technology over the last decade has led to increased utility of web GIS in all levels of public administration. A potential benefit of this technology is improved data accessibility and decision making for policy makers and stakeholders. City and county administrations in Winona, Minnesota have utilized this technology since 2004, mostly for providing parcel-related data as a free-for-all service. However, online GIS platforms had not kept pace with corresponding changes in Esri’s ArcGIS web server technology. Consequently this project was initiated in mid-2012 with the customization and configuration of new Silverlight-based GIS web applications to replace systems that would have been functionally obsolete with the transition from ArcGIS Server versions 9.3 to 10.1. The primary goal of this study was to assess the effectiveness of the new applications for both internal and external customers for both the city and the county. Data were collected by means of an electronic survey. A subsequent analysis of the feedback showed a disparity in expertise and appreciation of geospatial technology and its potential benefits between the two groups. There was also some muted interest in mobile compatible applications as well as a general consensus from the respondents on performance bottlenecks of the current systems