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Improving Satisfaction with www.gao.gov

Improving Satisfaction with www.gao.gov. E-Government Citizen Satisfaction Summit Session: Acting on Customer Survey Results Sharon Dooley, GAO September 21, 2004. Why Change. Current site not so current Web site design was “old” Needed more focus on users GAO’s challenge:

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Improving Satisfaction with www.gao.gov

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  1. Improving Satisfaction with www.gao.gov E-Government Citizen Satisfaction Summit Session: Acting on Customer Survey Results Sharon Dooley, GAOSeptember 21, 2004

  2. Why Change • Current site not so current • Web site design was “old” • Needed more focus on users • GAO’s challenge: • Serve a wide range of audiences • Limited information about site visitors • “Portal” to vast amount of information

  3. Step 1: Learn About Site Visitors • February 2003 implemented American Customer Satisfaction Index (ACSI) • Custom questions identify and segment site audiences • Who they are • What they come for • How does satisfaction vary among them • Quarterly benchmarks compare us to others

  4. Pre- Redesign April 30 - June 16, 2004 Step 2: Benchmark Current Satisfaction • Quarterly benchmarks: we were average • Content and site performance rank high • First-time visitors less satisfied than others

  5. Pre- Redesign April 30 - June 16, 2004 Step 3: Identify and Prioritize Needed Improvements • Priority areas forimprovement • Searching • Navigation • Look and feel • Open-ended commentsgave us tips for quick hits

  6. Step 4: Drill Down for Actionable Guidance • Architecture and design changes • Number of steps to find information • Ability to find information • Clarity of site organization • First time visitors’ experience • Short term search improvements • Make search accessible to more users • Improve responsiveness of databases • Add memory • Future search efforts to focus on narrowing results

  7. Step 5: Assess Results

  8. Step 5: Assess Results (cont.) • Top priorities are navigation and search Pre- Redesign April 30 - June 16, 2004 Post- Redesign June 29 - August 11, 2004

  9. Step 6: Continue Identifying Improvements • Planned enhancements to other sections of the site • Additional “especially for” pages • Most popular/requested feature for the homepage • Monitor open-ended comments for other quick hits and clues

  10. Contact Information • Sharon DooleyDirector, Web Content and Electronic Media ServicesKnowledge ServicesUnited States Government Accountability Officedooleys@gao.gov

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