Session 1-2: Measuring Agency Online Presence to Improve the End User Experience

Better customer service means better agency performance - and the Office of Management and Budget is now recognizing it. According to a recent mandate, all agencies must work to eliminate the clutter of more than 20,000 federal websites, reducing duplication and streamlining service delivery. The web remains the number one way government agencies communicate with, service and inform citizens, making agency websites and social media platforms, such as Facebook, Twitter, GovLoop, and blogs, a significant lever in modernizing their customer interactions. This session will discuss how agencies can use web analytics to measure and analyze the effectiveness of an agencies’ entire online experience, improving the customer experience and saving money in the process.

Attendees will learn:

• How the effectiveness of an agency website is directly linked to the performance of its mission
• What new developments have emerged in measuring and analyzing websites to improve citizen service
• How agencies can navigate the intersection of social media platforms and traditional web services
• The role of web analytics in achieving efficiency gains and cost savings

Speakers:

• Moderator: Chris Dorobek, Founder, Publisher and Editor, DorobekInsider
• Bill Annibell, Director of Technology, Sapient Government Services
• Sheila Campbell, Director, Center for Excellence in Digital Government, Office of Citizen Services and Innovative Technologies, General Services Administration
• Martha Chaconas, Director, Web Management, Bureau of International Information Programs, Department of State, and Co-Chair, Web Metrix/Analytics Sub-Council, Federal Web Manager’s Council 
• Elliott Sedegah, Product Marketing Manager, Adobe Systems