By Erica C. Barnett
After the disastrous launch of a new website that crashed due to traffic from people seeking election results last November, the King County Council passed a budget proviso, or restriction, late last year—holding back $200,000 from the project until the county’s IT department produced a status update “addressing concerns about the King County website upgrade.”
That upgrade, which started in 2017, has cost King County taxpayers $15 million so far (not counting the salaries of county employees), and will be out of date as soon as 2027, when Sitecore—the county’s content management system—changes its technology for web platforms and will no longer support King County’s website. When that happens, the county will have to find a new content management system. (A content management system, or CMS, is the “back end” of a website; PubliCola, a much simpler site than the county’s, uses WordPress).
As we reported last year, the new website design is bare-bones—more than one county employee told us they thought it was an “interim” or “intermediate” step before the “real” website launched—and confusing to navigate.
Many basic government services are hidden somewhere in an alphabetical site index that’s often redundant or counterintuitive—the county assessor’s heavily used property mapping services is buried under the label “GIS services,” in addition to its official name, “Parcel Viewer,” for instance—and the main site features a list of seemingly random county services arranged in no discernible order.
Currently, for example, visitors to kingcounty.gov are greeted with a full screen about dog adoptions, followed by a banner about the March Presidential primary election, followed by highlighted links to King County Metro, rural traffic camera feeds, the pet adoption page (again), and the county’s “careers” site (which requires additional clicks to get to a list of jobs).
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“It’s not an improvement from what we had before,” County Councilmember Claudia Balducci, who represents Bellevue, told PubliCola. “There have been improvements since [the new site] first went up—we’ve put in some requests for changes—but they’re modest. It’s things like borders and white space, and can we have pictures of the council members on their council member pages.” (Originally, the site included text-only links to text-only councilmember pages.)
Beyond those “aesthetic issues,” Balducci continued, “the biggest problem is that people need to be able to find what they need, and it’s just not easy. I stopped using the website to search for things that I wanted to find. I would just use Google, because that was far more reliable.”
A spokesperson for King County said the new website templates “were designed to be user-friendly based on modern best practices. The goal was to simplify content for improved navigation, ADA access, and translations.” The county uses Google Translate for all languages other than English.
At Tuesday’s meeting, county Chief Information Officer Megan Clarke, who became head of the IT department in November 2022, said the issues with the website stem partly from a lack of communication between the IT staffers who were creating the new website and the people who would ultimately have to use it. One example of this was when the IT division determined that 90 percent of web traffic went through 10 percent of the pages on the site, and assumed it would be fine to “eliminate 90 percent of the pages and keep the 10 [percent] that were meaningful. … Unfortunately, those assumptions weren’t vetted.”
Balducci, who noted during the meeting that many of the problems predated Clarke’s appointment, expressed a type of frustration that’s probably familiar to anyone who’s hired a technical expert to build their website: “You know how to build a website. But we know what we do, and you don’t know what we do,” she said. “The only way this stuff works is if this is a partnership.”
In King County IT’s official, written response to the proviso, the department emphasized how many times it met with people from county departments to discuss the website and noting that some departments haven’t reorganized their site content yet in the latest version of the content management system—suggesting, in effect, that the reason “some users experience challenges with finding what they are looking for on Kingcounty.gov” is because county departments aren’t doing their part or signed off on things and later changed their minds.
Balducci, who noted during the meeting that many of the problems predated Clarke’s appointment, expressed a type of frustration that’s probably familiar to anyone who’s hired a technical expert to build their website: “You know how to build a website. But we know what we do, and you don’t know what we do,” she said. “The only way this stuff works… is if this is a partnership.”
Clarke—taking a more conciliatory tone than the department’s official report—told the council that many of the county staffers who worked on the website didn’t have experience working with the platform they were using and didn’t get the training they needed. “There was not someone in charge who had done this before,” Clarke said. “KCIT was trying to manage something that really required a lot of depth and breadth of voices involved, and that just did not happen. We treated the website as a project rather than a product.”
Clarke told the council she’s hiring an outside consultant to try to identifying some of the underlying issues with the site, including why it couldn’t handle traffic on a low-turnout odd-year election night, in order to fix some of the most glaring problems. (The King County spokesperson told PubliCola that the IT department did anticipate the spike in traffic on election night, and that “although [the site] initially failed to function properly, KCIT was able to resolve the issue on Election Night”—albeit long after everyone had turned to KING 5’s website, which had the results on time.)
was designed to handle traffic, and only failed when people were seeking results at 8:00, when they’re ordinarily available.
However, she noted, the county is facing a budget deficit; even if Sitecore can support the website for a couple of years after 2027, it doesn’t make much sense to sink more money into the current site.
“I look at it as, how much more do we want to sink in this area [if] we are going to move to something else?” Clarke said. “I’ve seen website projects with twice the number of pages finish on time and on budget. I absolutely know it’s possible.”
PubliCola has reached out to the King County Executive’s Office and the IT department and will update this post when we hear back.