The VTA Web site, completely re-done in October 2000, averages more than 4 million hits per month with more than 70,000 visits, or sessions, per month. We look to the Web as a means to not only reach our customers, but also as an efficient channel for the public to reach us. The VTA philosophy is that all of our customers are important to us and our Web site provides a vital link to communicate with them. To help meet the needs of our rich customer base, the VTA routinely translates print materials into Spanish and Vietnamese, and, in some cases Mandarin Chinese. As planned improvements continue to be introduced, the Web site will carry more and more information in multiple languages.
Customers demand choice.
As a result of ongoing research, a program was designed to better record customer comments that are received on-line. The CARE system, Customers Are Resources for Excellence, was an existing process that was designed to track and measure customer concerns and suggestions received through telephone, written and direct contact. Adapting this system for Web-based channels was determined to be an excellent method to accept customer comments, get them recorded accurately and immediately, and get responses made quickly. This process was time consuming and at times would leave us with insufficient information to address an issue and get back to the customer with the resolution. Once CARE was put online, however, the quality of information improved.