u.s. department of agriculture egovernment program march 19, 2003 egovernment working group meeting...

U.S. Department of Agriculture

eGovernment Program

March 19, 2003

eGovernment Working Group Meeting

Barbara Lacour, Nancy Sternberg, & Sandy Facinoli

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U.S. Department of Agriculture eGovernment Program

Welcome

Enablers Initiatives – EITIRB Outcome & Next Steps

eGovernment Integrated Reporting Update

Customer Satisfaction Survey Tool

Q&A

Next Steps and Wrap-up

Agenda

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Define Functional (Business) Requirements

Develop Select-Level Business Case Templates

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Sept 2002 Oct 2002 Nov 2002 Dec 2002

Define Technical Requirements

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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

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Jan 2003

We are hereMarch 19

Feb 2003

Mar 2003

Enablers Business Case & Implementation Planning Gameboard

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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 10th

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 18th

Met to discuss Enablers and other major investments in USDA’s IT portfolio

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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.

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Agenda

Welcome




Q&A


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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

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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

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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

11%

25%

13%

51%

Compliant

Compliant by 10/03

Compliant after 10/03

No compliance datescheduled/incomplete

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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

45%

22%

33%

Yes

No

TBD

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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.

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One-stop shopping, one-stop benefits across federal Departments, and/or between levels of governments

Inter-agency UnificationInter-agency Unification

Fillable on-line forms/printable and faxed, mailed, e-mailed, or hand-carried for delivery

Electronic FormsElectronic Forms

Web services beyond electronic forms—provides two-way electronic communication via the web

Electronic TransactionElectronic Transaction

Electronic transactions tied to a reengineered process

Process StreamliningProcess Streamlining

One-stop shopping, one-stop benefits among bureaus/agencies within the Department

Intra-agency UnificationIntra-agency Unification

Complexity

Va

lue

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?

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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.

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Welcome




Q&A


Agenda

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Measuring and Improving Customer Satisfaction of ERS Web Users

Gina PearsonAgency Web Manager

Economic Research [email protected]

ERS Customer Satisfaction Survey Tool

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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…

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Who Are Our Users?

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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

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• 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)

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• 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

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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 federalgovernment expanded in1999 to over 50 agencies (telephone surveys)

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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

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What Federal Sites are Using This Survey?

• FIRSTGOV.GOV

• NASA.GOV

• STATE.GOV

• 4WOMAN.GOV

• PBGC.GOV

• And more...

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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)

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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

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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

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Usability Testing at ERS...

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Q&A, Contact Info

• Questions?

• For more information on how to use the tool, contact Nancy Sternberg720-6746 [email protected]

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Welcome




Q&A


Agenda

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Questions and Answers

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Welcome




Q&A


Agenda

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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

u.s. department of agriculture egovernment program march 19, 2003 egovernment working group meeting...

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