Use the name people search for
An administrative department name may not match the public’s description of a task. Use an understandable heading and include the official name where needed. Answer whether the service applies to the visitor early.
Show requirements before steps
Publish approved eligibility, documents, submission routes, fees and hours. Separate essential information from exceptions and identify responsibility for each step. Do not turn an estimate into a fixed promise. Assign an update owner.
Example: requesting a document
Explain what to bring, where to apply and how to follow progress. Use descriptive link names, and make addresses and contact numbers selectable text. Avoid putting all instructions inside an image or difficult document.
Test with a new user
Ask someone unfamiliar with the service to explain the first step and required documents. Revise where they must guess. Check keyboard use, field labels and errors. The goal is a completed task, not merely an official-looking page.