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FEDWEB ‘99, April 28, 1999 Secret Weapons to Success on the Web: The right policies, people, processes, infrastructure and technology

4/26/99

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Why are you here? An on-the-spot customer survey

Why attend this session?

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Act I: Starting Down the Wrong Path

How Most Companies Start Down the Wrong Path

How to Start Over

Act II: Doing It Right

Reinventing Government

Clinger-Cohen Act: Agency Responsibilities

Building Your Business Plan: First Things First

The 7 Habits (or Phases) of Highly Successful Reengineering Projects:

9-Step Blueprint Methodology:Repeat for Phases 2, 3 & 4 to map Current, Best, & Ideal Practices

1- CUSTOMER REQUIREMENTSfor Current and Future Customers

Executive Order 12862: Setting Customer Service Stds. 9/11/93

Customer Fundamentals from Customers.com by Patricia Seybold

Customer-driven Content:U.S. Mint at www.usmint.gov

Targeted Content: K-8 Kids & TeachersU.S. Mint’s H.I.P. Pocket Change

Customer-developed Content:USDA’s Forest Service www.fs.fed.us link to Campground Info by “Fred & Suzi Dow”

2- STRATEGY

Presidential Memorandum to Executive Agencies on Electronic Commerce 7/1/97

POLICY Issues

Direct Marketing Assocation’sABC’s of PRIVACY (www.the-dma.org)

NPR’s Privacy Policyhttp://www.npr.gov/privacy.html

Best Practices: DisclaimersFinanceNet, www.financenet.gov

External Link Disclaimers from FinanceNet.gov

Best Practices: External Link MessageWhite House at www.whitehouse..gov

STRATEGY Issues

Changing Government Communication Strategies

WHAT SERVICES TO OFFER?

STRATEGY Issues

Sample E-Strategies: “Five Steps to Success in E-Commerce” (from Customers.com®)

3- PROCESS

Clinger-Cohen Act (ITMRA): Process Reengineering

4- ORGANIZATION

Clinger-Cohen Act: Aligning Personnel

Staffing Web Operations

Sample E-Business Organization Chart

5- PEOPLE

In-house or Outsource?

Suggested Web Jobs for Cross-functional teams

Example Web Tech Support & Content Development Positions

Example: Webmaster Skills

6- INTELLIGENCE

Sample of Web Intelligence: WebTrends

7- AUTOMATION

8- DATA

Federal Information Privacy Act

Sample: Multiple Content FormatsNARA’s Research Room at www.nara.gov

Sample: Data Collection thru forms www.FTC.gov’s Consumer Complaint Form

9- TECHNOLOGY

User-tailored information delivery

Sample of Front-End Technology: BrowserWatch.com

3 Methods to Provide “Online Sales”

Example of Non-SSL Internet Order Processing- Stage 1Downloadable Fax & Mail Order Forms Only

Example Of: SSL Internet Order Processing- Stage 2 Batch Mode Credit Card Order Processing

Example of: SSL Internet Order Processing- Stage 3Real-time Credit Card Order Processing

Review the 7 Project Phases

The 7 E-Business Planning Phases

Organize The Effort“The Journey Begins…”

Workshop #1: Current Practices“Take Stock of Current Situation”

Workshop #2: Best Practices “Keeping up with the [DOW] Jones”

The Eight Critical Success Factors in Electronic Commerce and E-Business (from Customers.com®)

Best Practices: Deliver personalized offers and contentAmazon, www.amazon.com

Best Practices: Self-service online formU.S. Mint, www.usmint.gov/maillist.cfm

Best Practices: Targeting the Right CustomerU.S. Mint: www.usmint.gov/catalog

Best Practices: One-stop ShoppingAAFES: http://www.aafes.com/

Best Practices: Easy access to informationU.S. Congress Thomas Site at http://thomas.loc.gov/

Best Practices: Emergency DataFEMA’s Disaster List at www.fema.gov

Best Practices: “People Friendly” Design Food & Drug Admin.: www.fda.gov

Best Practices: Localized InfoHCFA at www.hcfa.gov/regions/default.htm

Best Practices: Customer-driven ContentBureau of Land Management’s Recreation.Gov http://www.recreation.gov/index.cfm

Best Practices: Streamlined processes resulting from need for simplified content: Treasury’s STAWRShttp://www.ustreas.gov/stawrs/kids/business.htm

Best Practices: Serve customers of all agesDept of the Treasury at www.ustreas.gov

Best Practices: Diversity ContentSmithsonian at www.si.edu/folklife

Best Practices: Self-serviceNational Park Service Reservations at http://reservations.nps.gov/

Best Practices: Added-Value ContentCoast Guard Boating Safetyhttp://www.uscgboating.org/

Best Practices: Online CommunityHHS’ http://www.healthfinder.gov/

Best Practices: Sharing KnowledgeUSDA’s State & Local Gateway http://www.statelocal.gov/bestprac.html

Best Practices: Instant AccessOPM’s USAJOBS at www.usajobs.opm.gov

Best Practices: Up-to-date dataNational Weather Service at http://www.nws.noaa.gov/

Workshop #3: Ideal Practices “Breaking out of the Box”

Business Impact Analysis

Examples of Others’ E-Biz ROI

Implementation Plan

GAO INFORMATION TECHNOLOGY (IT) INVESTMENT EVALUATION GUIDE: CRITICAL SUCCESS FACTORS

Web Site Development Process

Moral of my Story:

PPT Slide

FEDWEB ‘99, April 28, 1999 Secret Weapons to Success on the Web: The right policies, people, processes, infrastructure and technology

4/26/99

Click here to start

Table of Contents