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Oregon State Data Center Webinar November 29, 2012

Oregon State Data Center Webinar November 29, 2012. Agenda . BusinessUSA : Why We Exist Challenges Solution Partnerships How It Works Contact Center Launch Website Re-Launch Demo Role of CICs/SDCs/BIDCs Questions. BusinessUSA Launch . The Challenge . The Solution . Partnership.

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Oregon State Data Center Webinar November 29, 2012

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  1. Oregon State Data Center Webinar November 29, 2012

  2. Agenda • BusinessUSA: Why We Exist • Challenges • Solution • Partnerships • How It Works • Contact Center Launch • Website Re-Launch • Demo • Role of CICs/SDCs/BIDCs • Questions

  3. BusinessUSA Launch

  4. The Challenge

  5. The Solution

  6. Partnership • Federal • 24 federal agencies • Executive Committee • Steering Committee • Marketing & Outreach Working Group • Contact Center Working Group • Content Center Working Group • State • Local • Tribal • Congressional • Non Profit • Economic Development Organizations

  7. Traffic from the site has remained extremely consistent since launch; a product of the type of visitor and marketing to date Top Offsite Links • SBA.gov, overall, is the # 1 site for all referred traffic, with its training, business loans, microloans in the top five referred pages • Asbdc-us.org is the 3rd largest site for referred traffic from BusinessUSA • Other popular offsite links included search.usa.gov/search, and the data.gov/communities and sba.gov/communities pages Source: Webtrends Analytics, October 4, 2012

  8. Traffic to the site has continued to grow at a consistent rate despite minimal marketing…traffic to the site comes from Top Referring Sites • Ex-Im bank and the former business.gov remain strong referrers to the site • angiesurveylistings.com recently added the widget and is a new top referrer to the site • Other popular referring sites included usda.gov, mbda.gov and usa.gov 8 8 Source: Webtrends Analytics, October 4, 2012

  9. BusinessUSA Subscribers Gmail, Yahoo, Hotmail, & AOL make up 55% of total subscribers 9

  10. BUSA Contact Center Pilot • Initial contact center will provide a ‘warm’ handoff from one main hotline – 1-800-FEDINFO – to the appropriate call center contact number at the individual agency; and, pilot handoffs between existing contact centers at SBA, PTO and Census • The long-term vision extrapolates the “no wrong door” approach to all business-facing contact center hotlines • Phase I – BUSA Tier One Contact Center Support • Answering inquiries on a variety of business-related topics, including but not limited to small business owners and individual entrepreneurs looking for federal business programs, financial assistance, assistance with intellectual property matters, and data and information to support business decision making. PTO “Warm handoff” Pilot “Warm handoff” BUSA NCC Acme Co. Business LLC SBA “Warm handoff” Pilot “Warm handoff” Census “IVR only” Pilot ITA

  11. Contact Center Pilot Expansion • The 90-day deliverable for call centers focused on training for 1-800-FED-INFO • FY13 work will focus on piloting warm transfers, building the FAQs and knowledgebase, training and new features (e-mail & chat) • Additional analysis, research and cost estimates will inform the long-term vision Additional Partners PTO “Warm handoff” “Warm handoff” BUSA CC Acme Co. Business LLC SBA “Warm handoff” • Phase II- Add Additional Partner Agencies to Warm Transfer Protocol • Additional partners will develop their respective capacity to accept warm transfers from partner agencies, beginning in FY 13. “Warm handoff” Census “IVR only” ITA

  12. The New BUSA

  13. Business.USA.gov Re-launch Features • Short-term deliverables include: • "Look and feel" usability redesign • Better search functionality • Integrated help desk functionality • Consistent top frame to coexist with outgoing links for help, chat, etc • Streamlined ways to contact us • Request for appointment • Local page to display local resources, events, and programs • New swim lanes for veterans and other programs

  14. Customers Drive Innovation • Focus is on key resources “swim lanes” available • Moves toward transactional “request an appointment” • Crisp and streamlined user interface • Mobile friendly

  15. Designed With Mobile In Mind

  16. Local Pages • Addresses “shallow” nature of the site by providing a landing page that users can bookmark and return to other than the homepage • Zip code driven content better than the current “state and local” laundry list

  17. BusinessUSA Demo 17

  18. SDC/BIDC/CIC & BusinessUSA • Partner With Us! • Visit the website at business.usa.gov • Spread the word via your on-line digital media channels • Feature BUSA in your newsletter • Assist us in scheduling training webinars • Submit feedback for continuous improvement • Add the widget or button to your business facing websites – http://business.usa.gov/link-to-us • Join the BusinessUSA community and add your resources • Send out email blast to your business community

  19. Thank You ? Willette Allen (202) 205-8520 Willette.Allen@sba.gov Questions 19

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