Measuring online performance can be tricky, and there's not a lot of guidance out there for non-commerce sites. This framework has been developed specifically for government organizations to help them measure, track and improve their online services.

1. Creating a Web Performance Measurement Framework for Government sites Providing evidence for making decisions to ensure citizen-focused websites Developed by Laura Wesley with help and research by tons of others both known and unknown to me. Find me online at http://usability4government.wordpress.com or on Twitter @resultsjunkie

3. Objectives & common challenges of measuring online performance

8. Develop and implement your web performance measurement strategy

10. Measure the efficiency of your online communication and services

13. Measure the effectiveness of your online communication and services

16. Sample web performance measurement strategy

17. Components of User Experience From Peter Morville’s Semantic Studios : http://semanticstudios.com/publications/semantics/000029.php Context Clients Content Findable Accessible Usable Useful Desirable Credible Valuable MAF: citizen-focused service

18. Goal is to be… Key Performance Indicator (KPI) Suggested This year's target Data Source Who will collect when? Share info with… Accessible Comply with W3C accessibility guidelines as measured by the percentage of CLF-compliant pages 95% CLF compliance CLF validation reports Web services (Annually) Treasury Board (MAF13) Valuable Site advances our mandate as measured by conversion rates of on-site tasks. 20% of visitors take desired action (on-site) User survey /Various third party Web services (Post-release) Senior Managers Desirable Improved perception of quality of service as measured by percentage of visitors who agree that their visit was positive. 85% satisfaction User survey Analyst (Annually) Site owner /Content owner Usable More easily complete tasks as measured by ease, time and error rate of task completion. 80% composite score of ease, time, error rate Usability testing Web Comms (Pre-release) Site owner /Content owner Useful Increased satisfaction as measured by the percentage of respondents who agree with the statement “This page was useful”. 80% say YES On-page feedback form Analyst (Monthly) Content owner Credible Increased trust in the reliability of the content as measured by the percentage of pages reviewed within past 6 months. 95% of pages reviewed within past 6 months Content Mgt System Web services (Bi-annually) Content owner Findable More easily locate information through external search by measuring percentage of traffic referred to site from search engines. 60% visits referred by search engines Web Analytics software Analyst (Monthly) Content owner

19. Accessibility Evaluation Criteria Comply with Common Look and Feel (CLF) Policy and W3C accessibility guidelines. Percentage of pages that are compliant to CLF priority checkpoints. 95% of pages are 95% compliant. CLF validation reports. This information will be presented to channel managers and senior management. It will also be reported to Treasury Board annually. Report Determine performance indicators Collect data to measure against target # Set target Identify goal

20. Valuable Evaluation Criteria Strategic objectives are met or enhanced through online service delivery and information sharing. Conversion rate on pre-determined tasks or workflows. Increase conversion rates by 2% for at least 3 tasks or workflows. Define important tasks and determine desired paths or workflows through the site then map & track through web analytics. Baseline and final reports will be provided to channel managers with each release. Final report to senior management. Report Determine performance indicators Collect data to measure against target # Set target Identify goal

21. Desirable Evaluation Criteria End-users are satisfied with the website. Percentage of users who are satisfied with the Web site. 80% of respondents are satisfied. Annual online survey. This information will be reported to programs and presented to channel managers and senior managers annually. Report Determine performance indicators Collect data to measure against target # Set target Identify goal

22. Usability Evaluation Criteria Users can complete desired tasks as measured by efficiency, effectiveness and satisfaction of task completion. A minimum of 80% should be reached in 4 out of 5 test cases. Task-based usability testing should be performed with the proposed site mock-ups before every major release. This information will be presented to content managers and channel managers. The indicator will be expressed as a composite of the speed, error rate and user satisfaction of users regarding each task. Report Determine performance indicators Collect data to measure against target # Set target Identify goal

23. Usefulness Evaluation Criteria Content provided is useful to site visitors. Percentage of respondents who agree with the statement “This page was useful”. 80% of respondents agree that “This page was useful”. “ Was this page useful?” on-page feedback form. This information will be reported to content managers and presented to channel managers and senior managers quarterly. Report Determine performance indicators Collect data to measure against target # Set target Identify goal

24. Credibility Evaluation Criteria Visitors trust the reliability of the content. Percentage of pages that have been reviewed in the previous six months. 95% of pages have been reviewed and updated (if necessary) within previous 6 months. Reports run from the Content Management System on the ‘last reviewed’ information for each page. This information will be reported to content managers, channel managers and senior managers twice a year. Report Determine performance indicators Collect data to measure against target # Set target Identify goal

25. Findability Evaluation Criteria Easily locate information on the site. Percentage of traffic from search engines is maintained throughout project, increased after project. At least 60% of site traffic referred from search engines. Web Analytics Information will be presented to content managers quarterly. Report Determine performance indicators Collect data to measure against target # Set target Identify goal

26. Reporting for decision making

34. Questions & comments can be forwarded to Laura Wesley via Twitter: @resultsjunkie or online via http://usability4government.wordpress.com