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? Significant improvements have been made to improve the design, informational architecture and usability of justice.gov and many web properties owned and operated by the department in the past two years. These improvements were based, in large part, on analytics data, customer surveys, and direct user feedback obtained through the Urchin metrics application, Foresee Survey, and emails to the Webmaster@usdoj.gov inbox. The department continues to work with all components to present the public with the best web experience possible. The department is keenly aware of growing public expectations for its websites. As noted, currently several of these expectations are met on a best effort basis. Based on funding, if a content management system (CMS) were implemented, the department would be better positioned to meet growing public expectations.

Indicator(s):

Indicator:1

Content