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Measuring Your Effectiveness in Streamlining Service Delivery and Improving Customer Service

How far along is your agency in implementing the Customer Service Plan mandated in President Obama’s Executive Order 13571 – Streamlining Service Delivery and Improving Customer Service?

In my latest blog post, I’ve provided a recommendation for a Short Term Web Measurement plan to help you:

  • Receive customer feedback
  • Evaluate the entire customer experience
  • Analyze customer preferences
  • Report progress in meeting customer service standards

Personally, I think this Executive Order provides something that has been missing in many agencies…a strategic goal for the online channel.

As someone who works with agencies on developing goals and objectives for Web site measurement, I find that content managers and communication teams often find it challenging to define their Web site goals and objectives in anything more than tactical terms, such as “we need to increase our page views.” They don’t know what the overall site goals are because senior leadership doesn’t have an overall strategy for online.

If your management doesn’t have an expressed online strategy, the Executive Order provides guidance and OMB Memo M-11-24 – Implementing Executive Order 13571 provides direction on what your site should be offering as well as how to measure whether it is accomplishing public service goals.

In my mind this is one of the best and most important changes to approaching in Federal Web site development that has ever happened.

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