1.4: User Expectations and Customer Service

Ensure that websites are meeting user expectations and needs and that the customer experience with websites is continually enhanced.

Other Information:

How does your Agency currently ensure that websites are meeting user expectations and needs and that the customer experience with websites is continually enhanced? Upon access to a Federal web site, customers have the expectation that the web site will ensure public trust, information protection, and transparency. The customer experience is enhanced through provisions to provide suggestions and comments for improvements and enhancements to web site content and functionality. * The Department provides clear notification when the customer is leaving a Departmental web site or Federal web site via a web site link. * The Department reviews web links on a regular basis to ensure link viability. * Disclaimers are posted for Departmental web sites that have inherent limitations on the content provided. * The Department web site policy ensures that the site is “not used to advertise for private individuals, firms, or corporations, or imply in any manner that the Government endorses or favors any specific commercial product, commodity or service”. * The Department has a Freedom of Information Act web site for frequently requested information (i.e., electronic reading room) to ensure information transparency (located at http://www.doi.gov/foia). * For selected Departmental bureaus, a content management system (CMS) manages access rights, reporting features and publishing information. The Department is in the process of developing an enterprise-wide CMS.

Indicator(s):

Indicator:1

Content