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 National Archives uses a variety of tools to ensure the websites are meeting the needs of the customers. These include analysis and reviews of WebTrends reports, American Customer Satisfaction Index (ACSI) survey data, site search data, customer feedback, visitor comments, focus groups, and usability testing. Web staff collaborate with content contributors and subject matter experts and routinely use this data to: * monitor website data and customer feedback * identify top customers and tasks * create user and task-focused content * identify problem areas * conduct usability testing Some examples of ways that we have continually enhanced the customer experience with our websites include: * Redesigned Archives.gov using a transparent redesign process where visitors and stakeholders participated in the redesign process and voted for the final design. This resulted in winning a ClearMark award. * Developed ways to participate with our online users more effectively by developing our current catalog into a public tagging catalog that allows our users to contribute information about our holdings. * Streamlined search capabilities for our online holdings to unlock online records from previously stove-piped systems. * Approached digitization strategically as well as transparently with the ultimate goal of providing greater access to our holdings online.

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