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? Each Bureau’s web content staff is responsible for staying abreast of current trends in usability and meeting customer expectations of public websites. Staff stays current on best practices through howto.gov, www.plainlanguage.gov, www.usability.gov, the Federal Web Content Manager Forum, and meetings hosted by ForeSee and other organizations. Eight of the eleven Bureaus have at least one staff that is a registered member of the Forum. IRS has over 45 registered members, from multiple states. Each Bureau’s website has a mechanism for receiving feedback and six of the Bureaus receive customer input through the ForeSee Customer Satisfaction Survey. These inputs combined with search and analytics data are analyzed at each individual Bureau.

Indicator(s):

Indicator:1

Content