If evaluation data show that certain aspects of your service are burdensome or too expensive to sustain, you may want to change or drop them. If other parts are very popular or generating savings or revenue, you may want to enhance them. There are many possibilities. Take the time to collect, analyze, and understand the feedback and make your decisions accordingly.

The local and county governments we met with tend to refine or revise their sites based on feedback they receive from users inside and outside their government. For example, one county put the budget on its site in direct response to citizen requests. Again, participants said they balance the feedback and ideas they receive with the time they have to implement and maintain them.