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? The OPA web team, who are responsible for the website, continually monitor statistics, site usage, and user feedback via email. A comprehensive usability study was conducted in 2009 by an outside vendor, the results of which were incorporated as able into the 2010 site redesign.

Indicator(s):

Indicator:1

Content