S 3.1.2: Web Service Standards Guide

Adhere to the Enterprise Web Service Standards Guide.

Other Information:

Key Performance Indicators Development -- The Web Metrics and User Experience Committee of the DHS Web Council drafted an Enterprise Web Service Standards Guide. Each Component will be responsible for adhering to the standards set forth within this document for consistency in service delivery after it is adopted by the Executive Steering Committee. Components will be expected to conform to the Customer Service Plan and be responsible for providing regular statistics on their performance goal execution. We are in the process of developing key performance indicators and common dashboards that capture pubic website performance data for the following categories: - Analytics - Usability - Satisfaction - Search - Business goals Our committee is recommending the three-tiered approach to identifying priority metrics for each category identical to the approach we are following for customer service levels: (1) Standards -- all agencies should adhere; (2) Guidelines – strongly suggested, demonstrated impact on citizen satisfaction and (3) Recommendations -- suggested improvements at the discretion of the agency

Stakeholder(s):

• DHS Web Metrics and User Experience Committee

Indicator(s):

Indicator:1

Content