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Digital Government Strategy

Web Performance and Customer Satisfaction Metrics

Web Performance

The Department of Transportation (DOT) is in the process of implementing the Digital Analytics Program Tool on all Departmental websites. The DOT Office of the Chief Information Officer (OCIO) is providing implementation support and guidance for the Departmental Operating Administration websites.

To date, tthe majority of our main websites have implemented the analytics tool. Our remaining Departmental websites plan to implement the Digital Analytics solution. We expect the majority of the websites to implement the solution by late Spring. The OCIO will continue to work with representatives from our component Operating Administrations (OAs) to provide regular updates until the implementation is complete.

Customer Satisfaction

We are currently collecting customer satisfaction data on approximately half of our websites, including the main DOT.gov website. The OCIO is providing guidance to our component OAs as they incorporate the Customer Satisfaction metrics on their websites. We will continue to expand our existing Customer Service Metrics tools to collect information on additional websites. This is a significant change, which may have associated implementation costs. Some of our OAs will be working with our procurement office to acquire the appropriate tools. In some cases, they may also need to engage the Paperwork Reduction Act Clearance process. The OCIO will continue to work with the website owners to ensure implementation on all applicable sites.

Updated: Wednesday, May 15, 2013