1 / 13

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:

DoraAna
Télécharger la présentation

Educating our Bosses: The FAA Approach

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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

More Related