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FirstGov Metrics Summary

Detailed analysis of FirstGov website metrics, traffic data, customer satisfaction, and performance measures for effective management and improvement. Includes web log analysis, data presentation, addressing issues, comparability, and future steps.

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FirstGov Metrics Summary

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  1. FirstGov Metrics Summary Richard Huffine March, 2006

  2. The FirstGov Domain • FirstGov.gov web site • Subordinate sites • Espanol.gov • Webcontent.gov • FirstGov Search • Searches from firstgov.gov and its subordinate sites • Searches referred from other Agencies (affiliates) • Hosted Affiliates • Govbenefits.gov, DisabilityInfo.gov, Forms.gov

  3. Web Log Analysis • We currently use Webtrends 6.0 to generate reports on traffic for the Firstgov.gov site, subordinate sites, and hosted affiliates • Govbenefits.gov generates its owns reports • Firstgov Search generates its own reports and maintains data for: • Firstgov site and subordinate sites • Affiliate searches • Searches initiated directly from the Forstgovsearch.gov site

  4. Customer Satisfaction • We use the American Customer Satisfaction Index online survey to collect data on several aspects of the firstgov site experience • There is a specific set of questions in the survey that measure satisfaction with search

  5. Performance Measures • We currently report the following metrics to our management: • FirstGov Search ACSI Survey • FirstGov Website Uptime • Citizen Visits – GovBenefits • Citizen Visits - Forms.gov • Citizen Visits - Disability.gov • Citizen Visits – FirstGov • (site, subordinates and search combined) • Number of Search Queries - FirstGov • Number of Search Queries - Affiliates

  6. Performance Measures (continued) • In addition to our internal performance measures, site usage is included in the broader measures of service to citizens in the Federal Citizen Information Center. They report: • Total Number of Public Contacts • FirstGov.gov Page Views

  7. Data Presentation and Analysis • Every week, an activity report is e-mailed to the web services teams for each site • Data is compiled and analyzed for trends, anomalies and issues that can be addressed in the short term • Monthly, the home page is marked up with the number of visits for each link in order to determine if items are useful and if a prominent link is warranted

  8. Data Presentation

  9. Data Presentation (continued)

  10. Data Analysis • Data points are collected for trend analysis as necessary • Specific pages (e.g. federal asset sales) are tracked for increased/decreased visits over time • Growth and/or declines are put into context against the long term performance of the site as a whole • Pie charts can be generated to show the percentage of usage from the various site components

  11. Data Analysis (continued)

  12. Addressing Issues • There are often data anomalies that need to be addressed in order to produce an accurate account of citizen traffic • Spiders must be identified and tracked separately • New content, directories, domains, aliases, etc. must be integrated into the profiles in order to track properly • Significant changes to the site structure should be monitored in order to ensure traffic counts continue to be accurate • Special events and other things that affect traffic should be noted in order to provide context for the information being provided

  13. Comparability • The Office of Citizen Services also provides support for a number of other Web-enabled services: • Frequently Asked Questions Database • Publications ordering services (Pueblo, CO) • Other citizen domains (kids.gov, consumers.gov, etc.) • It is our long-term goal to ensure that our metrics program generates information that is comparable to the data collected for other activities

  14. Additional Inputs • Beyond Web site traffic, we also have several other tools primarily used to review the site periodically and enhance the user experience. These include: • Maximine – reviews the site every 6 months for compliance with a number of factors • GifWizard – tracks the relative weight and transfer speed of pages • GovDelivery – a subscription service allowing people to receive notices when pages change • RSS – allows for the syndication of content, currently used to promote FAQs and FirstGov News • Usability Test Environment (UTE) – creates quantifiable data about usability tests in order to demonstrate improvement in the user experience from site modifications

  15. Next Steps • Currently, the FirstGov team and the Office of Citizen Services are investigating “dashboards” that would allow for different views based on the business need of the different users of FirstGov data • We will be transitioning to a new Hosting Contract in 2006 and that will include a new analytics approach for the Web hosting components • The new search environment continues to develop standards for reporting search metrics and will be adding news and image searching in April, 2006

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