The goals and concepts laid out in the plan have been shared internally with key personnel in state agencies. That gets to the ROI question. How do we determine that the value goals that we set up for our egovernment initiatives are being met and that we continue to move forward, rather than treading water or worse, move backward? We have learned that putting up a nice website is not a guarantee for increasing its use, or more importantly, increasing the use and utility of the services and information associated with it. Here are some things for managers of government websites to ask and measure:
- Is your web initiative aligned with the policies and goals of elected leaders?
- What are the utilization trends for your overall domain?
- How many services do you offer? What is the adoption rate for those services? (percent of the total transactions performed - online and offline) How are the adoption rates trending?
- Is your site optimized for search engines? Are you using sitemaps and metadata that helps external sources direct traffic to your domain?
- Do you understand you user demographics? How are you using that information to improve what you offer?
- Are we making business process adjustments to fully leverage potential efficiency gains?
Here are a few of the tools that we use:
- Google Analytics
- Utah.gov custom service satisfaction surveys
- Social media feedback
- Press releases