Bureau of Meteorology Website Launch Fails Miserably
The Bureau of Meteorology's (BOM) new website, launched on October 22, has been a disaster since its debut. The $96.5 million upgrade, aimed at improving the design and functionality of its most-used pages, has instead caused widespread frustration among users.
Issues with the New Website
During savage storms that tore across the eastern seaboard, the new radar color scheme failed to highlight hail, leaving many unprepared for severe weather events. Additionally, the website's search tools have been described as "clumsy," with users unable to find specific locations quickly.
Radar Problems
The new radar only allows users to toggle back in time and to the present, leaving them unable to see the path of storms into the near future. This has been a significant issue, as users previously had the ability to move between the past and future to see the location and passage of rain and thunderstorms.
Search Functionality
Months before launch, a customer satisfaction review of the test site found 92.5 per cent of search-related feedback was negative. Users reported that search tools were "clumsy" and that instant results did not list specific locations at the top. For example, when searching for Mount Druitt in Sydney’s western suburbs, the location did not appear at the top of the results.
Public Criticism and Feedback
When the website went live, these same issues were echoed in community criticism. Visitors labeled the new BOM website confusing, leaving them frustrated during storm season. Nearly half a million Australians submitted feedback after the new site went live.
Acting CEO's Apology
The bureau’s acting CEO Peter Stone offered his "sincere apologies" for the challenges the website change caused in October. However, the damage had already been done, with many users expressing their dissatisfaction online.
Price Tag Controversy
The eye-watering price tag of $96.5 million drew heavy criticism, especially after the agency had previously stated the redesign cost just $4.1 million. A closure report described the project as one of the largest digital reform undertakings across the public service in response to a cyber intrusion. It said schedules and costs were affected by technology, complexity, and COVID-19.
Internal Reports and Reviews
Internal reports reveal that the Bureau of Meteorology ignored months of warnings about its new problem-plagued website before it went live. An internal review compared the new site against best-practice platforms including Apple, Big W, and Australia Post. The bureau scored four out of ten, leaving significant room for improvement.
Customer Satisfaction Review
The customer satisfaction review of the test site found that 92.5 per cent of search-related feedback was negative. Users reported that the search tools were "clumsy" and that it looked as though searching for detailed information, such as river levels, would be clumsier than before.
Impact on Public Safety
BOM is a federal government-run agency, with the CEO reporting directly to the environment minister. The bureau’s website is Australia’s most visited government site, with millions visiting each day for their weather forecasts. It serves as a critical tool for public safety, particularly during the high-risk weather season.
Future Plans
With the public outcry and internal reviews highlighting the issues, the Bureau of Meteorology will need to address these problems quickly to restore user trust. The agency will likely need to undertake another round of improvements to meet user expectations and ensure the website serves its intended purpose effectively.
