S 3.1: Feedback

Increase Feedback from Customers

Other Information:

The Department of Homeland Security (DHS) Enterprise Web Council is leading an effort to establish a common set of standards to measure the performance of Web Services across the enterprise. We plan to adopt a common analytics platform, develop key performance indicators and adopt a web scorecard tool to measure performance going forward. Ultimately, using the feedback loop through our multi-faceted approach to metrics will help us make improvements to better serve the public and provide better visibility to leadership on our performance. We will be able to access customer needs and expectations and analyze the gap between customer expectations and current agency delivery for our online information and services

Stakeholder(s):

• DHS Enterprise Web Council

Indicator(s):

Indicator:1

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