Thread by @amythibodeau, Let me tell you a little store about trying to file an [...]

Let me tell you a little store about trying to file an objection on the @Ont_AGCO website. This is a government website and it's meant to give community members a way to object to liquor, pot and gambling businesses opening up in inappropriate locations.

This is important because it's one of the mechanisms that gives people in the community a voice about the evolution of their neighborhoods. This kind of civic engagement should be encouraged, but instead the @Ont_AGCO makes it as difficult as possible.

Some of my more elderly or less tech savvy neighbors can quite literally not figure out how to file an objection. Because the AGCO seems to only accept community input via their terrible website, this means they don't get to have a voice in the process.

Lets start with the home page ... if you wanted to file an objection to an application, what would you click on here?

This weird non-emphasized, non-active button is the answer:

Initially I was going to suggest some clearer button text, but this isn't a button text problem. It's an information architecture problem. There are a number of actions that people do when they come to this website—I suspect if you look at the data, there are probable 3 things...

1. Apply for a license (and understand the criteria to do so)
2. File an objection to an application
3. Submit a complaint

Instead of making these things front and center on the home page, this is a classic parking lot for whatever each department wanted attention for.

It's un-opinionated and gives zero fucks about what users need. Home pages can easily become political hotspots in a company — people fighting for good spots without anyone stewarding the actual user needs.

Now assuming you manage to figure out that button, you'll find yourself somewhere even more confusing:

First of all ... WAT? This is a list of things I can do in a weird, confusing order with far too much prominence on creating an account, which I only have to do if I want to file an application for a new license.

You're a community member and you want to file an objection to a proposed new license. What do you do here?
1) Do I need to create an account? Nope.
2) Is filing an objection the same as filing a complaint? Nope.

What you actually need to do is search for current applications.

Yep. That's right. To file an objection you need to go to this section of that crazy page:

Maybe you think to yourself: self, I'm just not that comfortable with this internet stuff. I'd like to write my objection and send it in, so you click on the link promising to take you to more information on written submissions, which, wait for it ...

Is just a webpage that explains how to fill out their online objection form. It seems there's no way to actually mail or email in an objection or if there is, I can't figure out how to do it:

The reason that I was looking for this info was because I thought I could help the neighbours who were struggling to navigate this website but providing them with an address they could mail their objections to.

So we're back to trying to file via their form ... so you click on the little Search link and are taken to this form. It's unlikely you know anything apart from the category and the name of the municipality, so you enter those.

Luckily that takes you to the right application, but before you can proceed you're faced with one of these bat shit crazy capcha's from the early 2000s:

What would you say this is?

Hint ... it's not an H ... it's an L. So you get it wrong a few times until the robot serves you up something a human can read.

Now the super fun part ... the thing you came here to do — file your objection. Here's the field you're given to write about why you object to the application based on the AGCO's criteria:

It does not expand when you type into it:

You take care and write your objection in a document with the intention of pasting it in. In the best case scenario you've got someone who has really thought about the criteria and wants to give a considered response. After writing your case, you paste it into the box and ...

AGCO says, what? Maybe you should have told me about the text limit before I wrote my objection AGCO? Keep in mind this is 4,000 characters, not words. On average that means about 500 words to write a thoughtful objection that addresses up to 3 AGCO criteria.

So you decide to PDF your full response and upload it as a file and summarize your objection in the small box. You actually have no idea if they'll accept the body of your objection as an attachment, but at this point, it's all you've got.

But man, oh man, it's frustrating. It's almost like they don't want you to successfully submit an objection ... Government is often talking about how they want more engaged citizens, but they sure don't make it easy.

You eventually prevail and submit your application, but you don't get an email receipt or much to tell you what's next. Most people won't make it this far. It's also worth noting that this website fails on accessibility compliance:

Not only is this in violation of the Accessibility for Ontarians with Disabilities Act (AODA) but it means that some members of the community will literally not be able to use this website and engage in the political process it's meant to enable.

Government needs to do better than this. Politicians need to do better than this. It's more important than ever that people feel connected to and engaged in civics and experiences like this literally shut them out.

I hope @fordnation and the Minister of Ontario responsible for seniors accessibility @RaymondChoPC will work to address this kind of thing across all government of Ontario websites. Though my cynical side tells me that this process is designed to fail.

Sorry for the typos in this thread. I make spelling mistakes when riled up.

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