# Presentation: 354529

## Educating our Bosses:  The FAA Approach

- Presenter:  Phyllis Preston
- Date : September 21, 2005

## Educating Our Bosses:  The FAA Approach

- Session Objective:
- 	What has FAA done to make senior level executives and managers understand what it takes to manage and maintain a first class public service website?
- Phase One:  Getting support
- Phase Two:  Keeping it

## Making the case at FAA		

- Created a committee to improve web management
- Self appointed mid and senior level managers - Champions
- Represented all major agency components
- Defined the problem
- FAA web doesn’t meet customer needs
- Got the data
- Conducted a usability test
- Learned from others
- Surveyed agencies on how they manage the web
- Got data on resources, organizational structure, skills

## FAA web in 2002 ...

- More than 85 links on the homepage
- 57% of visitors couldn’t find what they were looking for
- Navigation & search were big problem areas
- Content FAA centric, rather the public focused

## Got Top Management Support

- Why is the web important to the Administrator?
- President’s Management Agenda
- Customer Satisfaction
- Cost control
- Committee presented findings & recommendations to top management
- With all the data
- As a united group
- Administrator approved all recommendations
- Create a web management office in Public Affairs
- Responsible for policy and guidance on web content, development & operations
- Provide funding and staff

## Phase Two:  Keep It

- What do executives care about?
- What are the agency goals and priorities?
- What does public want or need from your Agency?
- Who visits your site & what do the want?
- How well does the Agency web meet these needs?
- Must have data
- What actions will meet the needs?
- Identify benefits of taking action vs. consequences of inaction

## What we did...	

- Understand bosses goals & priorities
- At FAA:  “Organizational Excellence” is the strategic plan goal
- Redesign the web by September 30
- Developed a strategy and action plan
- At FAA:  4 goals with specific actions for all organizations
- Focuses on achievable, measurable results
- Engage others
- At FAA:  Established formal web governance structure & responsibilities
- Provide help to achieve goals and timelines for all organizations

## New Look for FAA Web (September 2003)

- Redesign addressed top priority areas
- Navigation
- Search
- Look and feel
- Simplify
- Added Self Service for FAQs
- Top 150 questions and answers

## Customer Satisfaction Improvements!

## Cost Savings

- Launched self service Frequently Asked Questions System
- Reduced hotline email by 88%
- Significant Cost Avoidance
- Web session = $0.04
- Email = $6.00
- Phone call = $12.00
- Continues to provide value to FAA
- 96% of incoming questions answered through self service system

## Key Components of Success

- Understand what is important to your bosses
- What do they care about?
- How can the web help?
- Be proactive - Katrina
- Make the business case for action
- Cost vs. Benefit
- Must have metrics
- Have a strategy for action
- Clear goals and objectives
- Measurable results
- Get support from key players
- Demonstrate business value
- Publicize your successes
- Keep looking for opportunities and improvements!

## The FAA Web Today  (Launched March 2005)

## FAA Web Managementphyllis.preston@faa.gov202-267-7904