How to Prevent Government Website Failures

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adult woman working on a laptop whose screen is pure white with a single message that says "this page isn't working"

Lead-in

Working in the public sector means every initiative you undertake is subject to scrutiny.

When those initiatives are successful, you may get some recognition. However, digital failures are more likely to make headlines, from crashed unemployment sites to inaccessible forms.

You need to ensure your website is adequately equipped to handle significant traffic, maintain tight security, and comply with accessibility regulations.

Consider what happens when a governor announces a new benefit program during a press conference, or when breaking news drives thousands of citizens to a state agency's website simultaneously. Traffic to your website can quickly go from hundreds of visitors to tens of thousands within minutes. And that sudden influx can often lead to a costly site crash.

Beyond the technical and reputational headache, when your organization’s site crashes, it prevents people from accessing essential services they're entitled to—like filing for unemployment benefits before a deadline or registering for emergency assistance. Citizens can't simply "come back later" when something is time-sensitive.

Sections

1. Reliance on Legacy Systems and CMS Tools

When was the last time you updated your CMS?

Many government agencies operate websites built on content management systems that are several versions behind current releases, sometimes running on platforms no longer actively supported by their vendors. This technical debt accumulates over years of deferred upgrades, often due to budget constraints, staff turnover, or risk-averse IT environments where "if it ain’t broke, don't fix it" becomes the default mindset.

Without autoscaling or modern infrastructure, legacy systems are unable to handle the strain of sudden traffic spikes, leaving the door open for crashes and security vulnerabilities.

2. Lack of Performance Monitoring and Testing

You can't fix what you can't see. Many government websites operate without robust performance monitoring tools, meaning agencies have no visibility into how their sites are performing until something goes wrong. Similarly, inadequate load testing before major launches means agencies don't know how their infrastructure will respond to real-world traffic surges until citizens are already experiencing crashes.

Without continuously monitoring page load times, server response rates, and traffic patterns, IT teams are flying blind—unable to identify bottlenecks or catch problems before they escalate.

3. Slow Deployment Cycles and Outdated DevOps Processes

It's an old joke in IT: “never deploy on a Friday." The reasoning is simple. If the deployment fails, everyone's weekend is ruined. But a sound DevOps workflow emphasizes the ability to deploy safely at any time.

When an urgent issue arises or a change is needed for an upcoming press conference, you should be able to push updates to the live site promptly and effectively. Legacy systems often make this close to impossible, lacking proper development or staging environments. This reduces deployment to simply crossing your fingers and hoping for the best.

The problem compounds when teams lack systematic quality assurance processes. New code deployments often occur without thorough testing across various browsers, devices, and user scenarios, which can result in even minor bugs having major consequences when citizens attempt to access critical services.

4. Outdated Content and Poor Content Governance

Government websites often involve input and oversight from multiple departments and stakeholders, but without clear content governance protocols and regular audits, critical updates fall through the cracks. When a policy changes or a program deadline shifts, does your team have a systematic process to identify and update every affected page?

Strong communication workflows between program owners and web teams, along with routine content reviews, ensure your site remains accurate and trustworthy as policies and services evolve.

5. Website Accessibility Failures That Block Citizen Service Access

When critical information is conveyed only through color, or when time-sensitive sessions expire too quickly for users with disabilities, you're fundamentally failing your mandate to serve all constituents.

Accessibility barriers actively prevent vulnerable populations from accessing services they need. Build accessibility into your development process from the start and continuously monitor for compliance as content and features evolve.

6. Security Incidents, Data Privacy Leaks, or Breaches

Government websites handle some of the most sensitive information citizens share, including Social Security numbers, financial data, health records, and personal identifiers that can cause devastating harm if exposed. Legacy systems with unpatched vulnerabilities create entry points for hackers, and a single breach can compromise millions of records.

The fallout extends far beyond the immediate technical incident: agencies face legal liability, regulatory penalties, legislative investigations, and a complete breakdown of public trust that can take years to rebuild.

To prevent service failures and maintain trust between your agency and your constituents, implement these key investments and process improvements:

Modernize your infrastructure with refined DevOps strategies, robust hosting platforms and proven deployment processes
Upgrade your CMS to a modern platform capable of handling traffic surges without accumulating technical debt
Establish robust QA and testing processes for all deployments
Implement proactive monitoring with website health tracking tools like New Relic and Site Improve to identify issues before they impact the public
Prioritize security through regular audits, penetration testing, and adherence to NIST cybersecurity standards
Ensure ongoing accessibility that extends beyond launch as content grows
Define communication protocols to keep public-facing content accurate and up-to-date

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Do’s and Don'ts for Creating Effective RFPs

Learn how to create clear, effective web project RFPs that attract qualified vendors and set your website redesign up for success.

Reliable public digital services aren't achieved by luck. They require intentional investments in scalable infrastructure, accessibility, DevOps discipline, and proactive monitoring. When your website can withstand traffic surges, protect sensitive data, and serve all citizens regardless of ability, you're fulfilling your agency's fundamental mission to serve the public.

Contact Electric Citizen today to start a conversation about modernizing your site for high-traffic resilience.