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? As per the response to Question #1, HHS is federated and responsibility for the management of Web content is handled independently by the OPDivs. Almost all OPDivs make use of some variation of a "voice of the consumer" (VOC) tool. Many sites use the Foresee ACSI survey tool; others make use of a customizable survey tool developed by WCD (and OMB approved). WCD has also developed a second, less complex, VOC tool that solicits visitor suggestions for site improvement which is now being used on select priority Websites. Visitor suggestions flow into a database and feedback loop that generates ongoing incremental site improvement, based on evidence-based conclusions from User Centered Design processes, methodological usability and focus group testing. However, unless testing and site refinement are codified as part of standard Web operations it would be impossible to ensure that all sites are meeting customer needs on a continuing basis.

Indicator(s):

Indicator:1

Content