教育我们老板：美国联邦航空局方法（美国政府网站PPT）.pptVIP

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 structur