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SAMHSA Publications Store

SAMHSA Publications Store supports state and local efforts to enhance the quality and availability of substance abuse and mental health treatment and prevention services. It offers federal grants, referral services, statistics, and a background call center. The store has experienced a 40% increase in web orders, a 72% conversion rate, and improved customer satisfaction.

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SAMHSA Publications Store

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  1. SAMHSA Publications Store Taxonomy Tuesday Rich Morey March 29, 2011

  2. SAMHSA Background • Supports State & local efforts to improve quality & availability of SA & MH treatment & prevention services • Federal Grants to States and Community Orgs • Drug and alcohol treatment & mental health services referral • Statistics on Drug Abuse & Mental Health

  3. Background Call Center (470K+ Inquiries) Publication Orders (13.3M shipped) Website (8M+ Web visits) Mailing List (60K email subs) Conferences (100+ exhibits)

  4. Store Video • http://www.youtube.com/watch?v=NE6Jak9xZtI

  5. Project Goals • Merge two legacy Web sites • Customer-centric focus • Improve delivery of content • Capture & Track data • Analyze and add intelligence • Build for future growth & flexibility

  6. Background Content Analysis KM System Requirements Criteria (Use Cases / Wireframes) Metric Analysis Web Site Design HTML Prototype User Analysis Web Site (Pre-Production) Personas Web Site Production Taxonomy End User Testing & Validation

  7. Taxonomy Joe Busch

  8. Publications Store http://Store.samhsa.gov http://store.samhsa.gov/developer http://tools.store.samhsa.gov/taxonomy/ API Example

  9. Publications Store • Web orders have increased by 40% • 72% conversion rate (shopping cart) • Rich data on what customers need • People are more easily finding what they’re looking for • Per visit orders & downloads are increasing • Nearly 12K pages to less than 3k

  10. Contact Info Rich Morey SAMHSA Office of Communications rich.morey@samhsa.hhs.gov 240-276-2131 store.samhsa.gov

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