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Educating our Bosses: The FAA Approach

Educating our Bosses: The FAA Approach. Presenter: Phyllis Preston Date : September 21, 2005. Educating Our Bosses: The FAA Approach. Session Objective:

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Educating our Bosses: The FAA Approach

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  1. Educating our Bosses: The FAA Approach Presenter: Phyllis Preston Date : September 21, 2005

  2. 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

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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 structure & responsibilities • Provide help to achieve goals and timelines for all organizations

  8. New Look for FAA Web (September 2003) • Redesign addressed top priority areas • Navigation • Search • Look and feel • Simplify • Added Self Service for FAQs • Top 150 questions and answers

  9. Customer Satisfaction Improvements!

  10. Cost Savings • Launched self service Frequently Asked Questions System • Reduced hotline email by 88% • Significant Cost Avoidance • Web session = $0.04 • Email = $6.00 • Phone call = $12.00 • Continues to provide value to FAA • 96% of incoming questions answered through self service system

  11. Key Components of Success • Understand what is important to your bosses • What do they care about? • How can the web help? • Be proactive - Katrina • Make the business case for action • Cost vs. Benefit • Must have metrics • Have a strategy for action • Clear goals and objectives • Measurable results • Get support from key players • Demonstrate business value • Publicize your successes • Keep looking for opportunities and improvements!

  12. The FAA Web Today (Launched March 2005)

  13. FAA Web Managementphyllis.preston@faa.gov202-267-7904

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