You get what you measure — that’s what they tell us, right? But online, you can measure just about everything. It can be overwhelming. Yet we know that better customer service… better agency performance… require that we measure.
The Office of Management and Budget is now looking at federal agency Web metrics, and they’ve told agencies to eliminate the clutter of more than 20,000 federal websites, reducing duplication and streamlining service delivery.
The web remains the number one way government agencies communicate with, service and inform citizens, making agency websites and social media platforms, such as Facebook, Twitter, GovLoop, and blogs, a significant lever in modernizing their customer interactions. But measuring the success of those platforms can be a challenge.
Sheila Campbell is the Director at the Center for Excellence in Digital Government at the Office of Citizen Services and Innovative Technologies at GSA. The DorobekINSIDER’s Chris Dorobek moderated a panel recent at the 2012 Adobe Government Assembly. She told him what measuring metrics really means.
Measuring Metrics: How do you determine what’s worthwhile? by cdorobek