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FAA Web Background

FAA Web Background. Decentralized web management Over 1M web pages Over 200 servers Over 300 registered developers $17.5M est. annual cost Few policies and standards Everyone ‘doing their own thing’. Changes Needed. More than 85 links on the homepage

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FAA Web Background

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  1. FAA Web Background • Decentralized web management • Over 1M web pages • Over 200 servers • Over 300 registered developers • $17.5M est. annual cost • Few policies and standards • Everyone ‘doing their own thing’

  2. Changes Needed • 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

  3. Who Visits the FAA Web? • 1.7 M+ visitors a month to faa.gov • Largest groups are pilots & federal employees • 24% are first time visitors • 421,000 + hours on the site a month • What are they looking for? • Did they find it? • Began web satisfaction survey in July 2003 • FAA scores one of the lowest in government

  4. What the Survey Tells Us Frequency Visitors

  5. 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

  6. Improvements!

  7. Key Audiences More Satisfied • Pilots overall score up by + 4 points • Search scores up by + 5 • Navigation scores up by + 4 • Look & feel up by + 4 • First time visitors • 5% more, 7% more satisfied • 61% find what they’re looking for • 10% more than pre-redesign

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