Many of us use a commercial customer satisfaction survey instrument but I'm not convinced the standard questions are relevant to the needs of Federal websites. I'd like to see a standard survey that we can all use ( in the public domain) that was geared to the needs of Federal Web managers. The general survey could be approved once by OMB with the option to add a limited number of custom questions. The results of the ...more »
Make it easy for users to access information regardless of which channel they use (web, chat, email, phone, smart phone apps, social media, etc.), and provide analytics that work across channels, keep track of what a user has already done, and find customized/personalized ways of providing excellence in customer service and presenting information.
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 ...more »
While it's true that the Web must be optimized around top tasks and the like, usability tests and other Web analytics only tell Web Managers about their *current* users. Frequently absent from the conversation are the people who *want* to use an agency's Web site. Top tasks & content should be informed by mail, phone, and social media channels ... analytics must synthesize *across* these channels to help drive people ...more »
One of the hardest things for agency sites is having consistent methods, and tools, for measuring web statistics and analyzing those data to make informed recommendations on improving websites and other outreach efforts. If the government had a consistent approach to measurement and analytics for web presences (mobile, traditional, social) then we could all be working from the same page and making sure we're doing what ...more »
Make data about web stats for all .gov public. Figure out single data format and setup continuos release of this data to public with uniform UI (e.g. something like Google Analytics will be perfect)