Establish a Web Analytics Center of Excellence to properly instrument Web sites. This should be an independent entity that sets appropriate analytics on any .gov Web site and provides reports directly to Agency Heads and CIOs.
Frequently, Web Managers have not implemented Web analytics in a manner that informs their decision making. I have been gathering data for the Executive Order on Customer Service, and I can't get even basic information on task completion rates for forms; forms aren't instrumented to intervene and ask if the user needs help, and I can only get "hits" with no insight.
I have seen sample reports from contractors that flat-out lie to leadership about the "hits" they are getting from robots and crawlers and the like. It's infuriating.
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