8: Performance and Satisfaction

Measure Performance and Customer Satisfaction to Improve Service Delivery

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Objective performance measures should drive the development and delivery of effective digital government services. Today most agencies lack enterprise-wide performance measures to consistently evaluate the success and usability of their websites. This limits their ability to allocate resources effectively to invest in critical-needs areas. Similarly, the lack of a government-wide view of performance for digital service delivery makes it difficult to properly address gaps or duplications in services. To enable data-driven decisions on service performance, agencies will be required to use analytics and customer satisfaction measurement tools on all .gov websites within 6 months. To help these efforts, the Digital Services Innovation Center (see Section 3) will identify common tools for agencies to use that will enable aggregation of this data at the federal level. Common tools will give us the ability—for the first time—to take a government-wide view of how well we serve our customers and opens up new possibilities for consolidating and improving the federal web space and the growing number of mobile services.

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Indicator:1

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