What does our company do that others may want to benchmark?
Our comprehensive Web governance system audit offers large organizations a proven window into the strengths and weaknesses of their current system.
How do we make life better for our customers?
Those who are impacted by the system have a voice in the planning and improvement process. An independent auditor has the benefit of bringing an open-minded point of view to the field work, encouraging frank discussions with your stakeholders.
How do we create competitive advantage for our customers?
Leaders get a yardstick to measure success and map improvements in performance, service and quality and how well their business goals are being met.
360 Web Audits
Web Governance Consulting: Manage the Lifecycle
Help Desk Tune-Up
Assure your Web operations and support meets established strategic business objectives and leverages appropriate rules, roles and relationships.
We use a variety of techniques including interviews, surveys, analysis and usability reviews. Our audit provides a full evaluation of your site’s performance against a checklist of best practices covering governing processes, core processes and enabling processes.
You get a full report and briefing on results which provides
:: A roadmap to guide program management plans
:: An actionable report with concrete recommendations
:: Strategic alignment: everyone has the same picture of the situation
There are a range of service options to consider. Select the right one for your organization and begin to strengthen your Web operations.
:: Full scale audit
:: Partial audit targeted on one process (Governing,
Core or
Enabling)
:: Vertical project(s) -
Work on one (or more) sub-part(s)
:: Training on known weaknesses
When you use a Web Audit to institutionalize a Web governance system in your organization your Web site is on its way to achieve its potential as a quick, responsive and robust arm of your communications strategy.
A full-scale audit will last between six and eight weeks. We cover over 200 factors that impact your performance, field a 40 question survey to your entire Web team to gather their views and do in-depth interviews with up to 10 key Web staffers to probe their attitudes and behavior in managing the site. We also review your organization structure and documentation to compare them against best practices.
The slideshow below reviews the methodology and scope of our audits.
Please contact us if we can provide a Webinar briefing on our Web governance audit methodology.
Web Governance Consulting: Manage the Lifecycle
Sometimes a consulting engagement demands a unique solution. We offer general Web governance consulting to meet your unique needs. Each proposed project begins by establishing conceptual agreement with the client on the objectives of the assignment:
- :: What would you like the end result to be?
- :: How would things be different from now at the conclusion of the project?
- :: Ideally, what three things must be accomplished?
- :: How would you like to be known as a result of this project?
- :: What must be changed, fixed, or improved the most?
Web governance consulting can be open-ended or for a fixed duration.
Typical tasks when you are managing the lifecycle of a Web site whether it is near ready for roll-out or more mature include:
:: Draft/Operate a Charter. Launch/run a Web Council with roles and responsibilities pushed to the frontlines
::
Test. Conduct user testing before launching to the public and as part of a process of continuous improvement
:: Vet/Workflow. Afford internal powers an opportunity to review
:: Adjust. Make regular adjustments using feedback loop
:: Rollout/Marketing. Mobilze outreach activities to spread your message
:: Scorecard. Create/Use metrics framework to measure your performance
:: Market/Support. Have an ongoing program of activities and upgrades
Increasingly, Web sites have become portals a multi-channel user experience. Most often this channel is a help desk for offline assstance. More channels means more risk.
To steer clear of disappointing and annoying your customers, you may want a tune-up.
Customers expect to be able to access easy online help and escalate to a live help agent with minimal frustration and maximum results. Our experience as a Certified Help Desk Manager, a consumer information officer at a federal agency and a consumer advocate is at your disposal to identify opportunities to improve your Web site help desk operations.
We are an authority on citizen centered service standards, service level agreements and actionable metrics. We also can help you fully leverage the feedback loop so you can build rational and emotional loyalty with your brand.
Most engagements for a help desk tune up are three to four weeks in length.
