# Presentation: 680399

## eGovernment Working Group Meeting

Barbara Lacour, Nancy Sternberg, & Sandy Facinoli

- Barbara Lacour, Nancy Sternberg, & Sandy Facinoli

## Agenda

**Enablers Initiatives – ****EITIRB Outcome & Next Steps**
**eGovernment Integrated Reporting Update**
**Customer Satisfaction Survey Tool**
**Q&A**
**Next Steps and Wrap-up **

**Agenda**

**Notes:**
High energy Welcome.

Get jazzed.  

Good things are happening:

	EITIRB meeting tomorrow for 30 minutes exclusively on 	eGov

	EC and I will be meeting with DS ideally this week as well 	but may slip to next week

	Relatively positive feedback from OMB based on our 	efforts – only Yellow

Thanks for efforts to date.  Time to roll up sleeves again.

## Enablers Business Case & Implementation Planning Gameboard

**Develop Select-Level Business Case Templates**

**1**

**2**

**Sept 2002**

**Oct 2002**

**Nov 2002**

**Dec 2002**

**Define Technical Requirements**

**3**

**4**

**Current Actions:**
**Briefings with ** **Sub-cabinet, Agency Heads, etc.**
**EWG elects to have Enablers proceed to Control Phase**
**EITIRB Meeting—   March 18**

**Business Cases received Final Review**

**5**

**Jan 2003**

- We are here
**March 19**

**Feb 2003**

**Mar 2003**

**Enablers Business Case & ****Implementation Planning Gameboard**

## Enablers Business Cases – Current Status

- Business cases complete, circulated for review across the Department, and reviewers’ comments incorporated
- Briefings held with senior executives and other key decision makers, including Deputy Secretary, Under Secretaries/EITIRB Members, Agency CIOs, and Departmental Associate CIOs
- Two meetings held to review the business cases as part of USDA’s Capital Planning and Investment Control (CPIC) process
***EITIRB Working Group – March 10******th***Working group members recommended to the EITIRB that all three Enablers initiatives — eAuthentication, eDeployment, and eLearning, move from the Select phase to the Control phase of the CPIC process (allowing vendor selection, other pre-implementation tasks, and build/implementation to begin).
***Executive Information Technology Investment Review Board (EITIRB) – ******March 18******th***Met to discuss Enablers and other major investments in USDA’s IT portfolio

## EITIRB Outcome and Next Steps

- The EITIRB discussed the Enablers and several other investments at its meeting yesterday.
- Several EITIRB members requested additional information about the investments.
- The Deputy Secretary requested a followup meeting on April 4th to make decisions about the investments.
- This will ensure that USDA’s key decision makers have all the information they need to manage our portfolio and that we have their full support so we can continue to make progress.

## Agenda

**Agenda**

**Welcome**
**Enablers Initiatives – ****EITIRB Outcome & Next Steps**
**eGovernment Integrated Reporting Update**
**Customer Satisfaction Survey Tool**
**Q&A**
**Next Steps and Wrap-up **

**Notes:**
High energy Welcome.

Get jazzed.  

Good things are happening:

	EITIRB meeting tomorrow for 30 minutes exclusively on 	eGov

	EC and I will be meeting with DS ideally this week as well 	but may slip to next week

	Relatively positive feedback from OMB based on our 	efforts – only Yellow

Thanks for efforts to date.  Time to roll up sleeves again.

## Integrated eGovernment Reporting – Overview

**Agency eAuthentication Reporting**

**Agency eGovernment Tactical Plans**

**Agency GPEA Submissions**

**All Key eGovernment Information Collected in a Single Report**

**Information Value Chain**

**Agency eGovernment Report**
**GPEA reporting on a **_**form-by-form**_** basis, including agency status and plans for reaching compliance**
- Refined/prioritized list of agency eGovernment initiatives with budget estimates and project milestones
- Detailed agency eAuthentication requirements
- Data necessary to develop the Information Value Chain
- Serves as the basis for future quarterly eGovernment reports

## Integrated eGovernment Reporting – Greater Detail

- Previously, GPEA compliance data was gathered at a Paperwork Reduction Act (PRA) “transaction” level
- Integrated eGovernment Reporting required GPEA compliance information on a form-by-form or customer interaction basis
- This “new scale” should be considered when comparing Integrated eGovernment Reporting data with information collected in September 2002

**469 PRA Transactions**

**3,146 GPEA Customer Interactions**

##                         Integrated eGovernment Reporting – GPEA Compliance

- Based on the greater detail gathered through the Integrated eGovernment Reporting process, the Department’s GPEA compliance estimates have been revised from 58 to 36 percent.
- The most frequent justifications for identifying a customer interaction as “not practicable” for meeting GPEA include:
- Delivery of products/services through an intermediary
- Physical restrictions
- Face-to-face requirements

- GPEA Compliance Status

##                             Integrated eGovernment Reporting – eAuthentication

- Of the 3,146 customer interactions identified, agencies indicate that 1,400 (45%) will require some form of electronic signature capability.
- Twenty-two percent do not require electronic signature and 33% customer interactions were incomplete or are still under evaluation.*	*

- eSignature Needs

## GPEA Implementation Progress Reports

**Mid-Year Progress Report on Implementing GPEA, March 2003**

| 354 | (11%) |
| --- | --- |
| 774 | (25%) |
| 422 | (13%) |
| 1,596 1 | (51%) |
| 3,146 | (100%) |

| 77 | (16%) |
| --- | --- |
| 194 | (41%) |
| 24 | (5%) |
| 174 | (37%) |
| 469 | (100%) |

| Transactions Completed to Date: |
| --- |
| Transactions to be Completed by 10/2003 |
| Transactions to be Completed after 10/2003 |
| Transactions that will not be Completed |
| Total |

**Annual Progress Report on Implementing GPEA, September 2002**

- 1

- This number represents an aggregate of customer interactions that agencies indicate will not offer an
- electronic transaction as well as those interactions that are incomplete.

## The Transformation Continuum  

**Inter-agency Unification**

**Complexity**

**Value**

**The Transformation Continuum****  **

- Copyright 2001 Accenture.  All rights reserved.

**GPEA**
**Compliant**

**12%**

**32%**

**9%**

**1%**

**0%**

- What level of electronic interaction
- will agencies be offering customers?

**Notes:**
Most of HUD’s current eCommerce activities are largely in the publish and interact and to some extent transact phases. Rising customer expectations will necessitate that HUD continue to move up the eCommerce continuum to the integrate and transform stages, which will require the further evolution of current initiatives as well as bold new initiatives. 
Rising Customer expectations as Gloria and Cass Addressed...in addition...(AC Survey Highlights...2 or 3)...

## Integrated eGovernment Reporting – Next Steps

- Agencies should continue work towards completing the GPEA Compliance Project Plans and updates to the eGovernment Tactical Plans; please submit these as soon as possible.
- The eGovernment Team will be developing comprehensive feedback and analyses of the information provided.  Follow-up meetings with most agencies will commence in the near future to resolve GPEA compliance questions and refine electronic signature requirements.
- GPEA compliance commitments recorded in the data spreadsheets will be referenced in the Paperwork Reduction Act (PRA) approval process during the review of information collection packages as well as in the regulatory review process.
- The updated eGovernment Tactical Plans will become the new baseline for measuring agency eGovernment activity and progress through a quarterly reporting process.

## Agenda

**Enablers Initiatives – ****EITIRB Outcome & Next Steps **
**eGovernment Integrated Reporting Update**
**Customer Satisfaction Survey Tool**
**Q&A**
**Next Steps and Wrap-up **

**Agenda**

**Notes:**
High energy Welcome.

Get jazzed.  

Good things are happening:

	EITIRB meeting tomorrow for 30 minutes exclusively on 	eGov

	EC and I will be meeting with DS ideally this week as well 	but may slip to next week

	Relatively positive feedback from OMB based on our 	efforts – only Yellow

Thanks for efforts to date.  Time to roll up sleeves again.

## ERS Customer Satisfaction Survey Tool

**Measuring and Improving Customer **
**Satisfaction of ERS Web Users**** **
**Gina Pearson**
**Agency Web Manager**
**Economic Research Service**
**gpearson@ers.usda.gov**
**                       **

**ERS Customer Satisfaction Survey Tool**

## Introducing a User-Centered Design Process to ERS

**Developing site “user personas”**
**Instituting a process of iterative usability testing for new web products & site features**
**Introducing a web customer satisfaction survey**
**Analyzing user search engine queries**
**And more...**

## Who Are Our Users?

## ERS’ Web Customer Satisfaction Survey

**Launched in December 2002 for our external site, www.ers.usda.gov**
**Through an interagency agreement with the Federal Consulting Group (Treasury Department)**
**Survey implemented through Forsee Results, an application service provider that that uses the American Customer Satisfaction Index under an exclusive license**
**Gives agencies a 1-year subscription to survey **

## ERS’ Web Customer Satisfaction Survey

**Blanket clearance from OMB for standard (mandatory) and optional survey questions**
**Agencies can create their own  custom questions, which receive expedited (10-day) OMB clearance process**
**Agencies can change custom questions over time (results can be segmented by those questions)**

## ERS’ Web Customer Satisfaction Survey

**Pop-up survey (as opposed to passive survey)**
**Easy to implement – a few lines of JavaScript code **
**Various options for triggering survey**
*Sampling percentage*
*Loyalty factor*

## American Customer Satisfaction Index (ACSI)

**Compiled by the National Quality Research Center at the University of Michigan, since 1994 **
*in partnership with American **Society of Quality and CFI Group*
**Coverage of federal****government expanded in****1999 to over 50 agencies (telephone surveys)**

**Notes:**
Mitch Daniels  (OMB) also has named customer satisfaction as a top priority.
Federal Consulting Group also administers the traditional ACSI telephone surveys for federal agencies.
For more info see:
www.customersatisfaction.org
www.theacsi.org

## American Customer Satisfaction Index (ACSI)

**Reliable, accurate, and precise**
**Cause and effect relationship**
**Predictive of future behaviors**
**Benchmark against yourself over time and against the best in business **
**Compliant with Congressional and Administration mandates**

## Slide 23

**Notes:**
Average of 2 - 2.5 minutes to complete survey
Average of 12 - 20 questions / survey
Average 5.5 - 6 % response rate (but can be as high as 15%
All surveys are offered on one page (no multiple page surveys)
Custom questions can use any format

## What Federal Sites are Using This Survey?	

**FIRSTGOV.GOV**
**NASA.GOV**
**STATE.GOV **
**4WOMAN.GOV**
**PBGC.GOV**
**And more...**

**Notes:**
15 more agencies are in the process of implementing web survey

## How Is ERS Doing?	

**Survey response rate of 6.52% (compares to average response rate of 6.34 % for all ForseeResults survey users)**
**Initial customer satisfaction score of 71 (on a scale of 0 to 100)**
**Compares with the overall average score for federal sites of 73.5 (Dec 2002)**

**Notes:**
15 more agencies are in the process of implementing web survey

## How Is ERS Doing?	

**Content - 79**
**Functionality - 75**
**Look & feel - 75**
**Navigation - 68**
**Search - 67**
**Site performance - 81**
**Likelihood to return - 88**
**Likelihood to recommend - 82**

**Notes:**
15 more agencies are in the process of implementing web survey

## Summary 

**Existing OMB clearance**
**Credibility of the ACSI**
**Proven benchmark, allows you to compare your site to other is the public & private sectors**
**Cause and effect model that is predictive of future behaviors**
**Continuous measurement**

## Usability Testing at ERS...	

**Notes:**
15 more agencies are in the process of implementing web survey

## Q&A, Contact Info

*Questions?*
*For more information on how to use the tool, contact* **Nancy Sternberg**720-6746 nancy.sternberg@usda.gov

## Agenda

**Enablers Initiatives – ****EITIRB Outcome & Next Steps**
**eGovernment Integrated Reporting Update**
**Customer Satisfaction Survey Tool**
**Q&A**
**Next Steps and Wrap-up **

**Agenda**

**Notes:**
High energy Welcome.

Get jazzed.  

Good things are happening:

	EITIRB meeting tomorrow for 30 minutes exclusively on 	eGov

	EC and I will be meeting with DS ideally this week as well 	but may slip to next week

	Relatively positive feedback from OMB based on our 	efforts – only Yellow

Thanks for efforts to date.  Time to roll up sleeves again.

## Questions and Answers

## Agenda

**Enablers Initiatives – ****EITIRB Outcome & Next Steps**
**eGovernment Integrated Reporting Update**
**Customer Satisfaction Survey Tool**
**Q&A**
**Next Steps and Wrap-up **

**Agenda**

**Notes:**
High energy Welcome.

Get jazzed.  

Good things are happening:

	EITIRB meeting tomorrow for 30 minutes exclusively on 	eGov

	EC and I will be meeting with DS ideally this week as well 	but may slip to next week

	Relatively positive feedback from OMB based on our 	efforts – only Yellow

Thanks for efforts to date.  Time to roll up sleeves again.

## Next Steps

**Revised Agency Tactical Plans were due on Friday, February 14**
- Only 7 of 21 agencies and staff offices have submitted their plans — If you have not yet submitted your plan, please do so _as soon as possible_
- Remember, final plans should be submitted through your agency head
- If you have any questions or need assistance, don’t hesitate to contact us
**We will update you on the status of the EITIRB’s follow-up meeting**
**Look for a new *****eGovernment Newsletter***** and *****In the Spotlight***** article later this week or early next week.  Appreciate suggestions for future topics.**
**Next EGWG meeting will be on April 2 in room S-107**