Oregon State Data Center Webinar November 29, 2012

Transcription

1 Oregon State Data Center Webinar November 29,

2 Agenda BusinessUSA: Why We Exist Challenges Solution Partnerships How It Works Contact Center Launch Website Re- Launch Demo Role of CICs/SDCs/BIDCs Questions 2

3 BusinessUSA Launch 3

4 The Challenge 4

5 The Solution 5

6 Partnership Federal 24 federal agencies Execu7ve Commi<ee Steering Commi<ee Marke7ng & Outreach Working Group Contact Center Working Group Content Center Working Group State Local Tribal Congressional Non Profit Economic Development Organiza7ons 6

7 Traffic from the site has remained extremely consistent since launch; a product of the type of visitor and marke9ng to date Top Offsite Links o SBA.gov, overall, is the # 1 site for all referred traffic, with its training, business loans, microloans in the top five referred pages o Asbdc- us.org is the 3 rd largest site for referred traffic from BusinessUSA o Other popular offsite links included search.usa.gov/search, and the data.gov/communi7es and sba.gov/communi7es pages Source: Webtrends Analy7cs, October 4,

8 Traffic to the site has con9nued to grow at a consistent rate despite minimal marke9ng traffic to the site comes from Top Referring Sites o Ex- Im bank and the former business.gov remain strong referrers to the site o angiesurveylis7ngs.com recently added the widget and is a new top referrer to the site o Other popular referring sites included usda.gov, mbda.gov and usa.gov Source: Webtrends Analy7cs, October 4,

9 BusinessUSA Subscribers Gmail, Yahoo, Hotmail, & AOL make up 55% of total subscribers 9

10 BUSA Contact Center Pilot Ini7al contact center will provide a warm handoff from one main hotline FEDINFO to the appropriate call center contact number at the individual agency; and, pilot handoffs between exis7ng contact centers at SBA, PTO and Census The long- term vision extrapolates the no wrong door approach to all business- facing contact center hotlines Phase I BUSA Tier One Contact Center Support Answering inquiries on a variety of business- related topics, including but not limited to small business owners and individual entrepreneurs looking for federal business programs, financial assistance, assistance with intellectual property ma<ers, and data and informa7on to support business decision making. Acme Co. Business LLC BUSA NCC Warm handoff Warm handoff Warm handoff PTO SBA Pilot Pilot Census ITA Pilot 10

11 Contact Center Pilot Expansion The 90- day deliverable for call centers focused on training for FED- INFO FY13 work will focus on pilo7ng warm transfers, building the FAQs and knowledgebase, training and new features (e- mail & chat) Addi7onal analysis, research and cost es7mates will inform the long- term vision Acme Co. Business LLC BUSA CC Addi7onal Partners Warm handoff Warm handoff Warm handoff PTO SBA Census ITA Phase II- Add Addi9onal Partner Agencies to Warm Transfer Protocol Addi7onal partners will develop their respec7ve capacity to accept warm transfers from partner agencies, beginning in FY

12 The New BUSA 12

13 Business.USA.gov Re- launch Features Short- term deliverables include: "Look and feel" usability redesign Be<er search func7onality Integrated help desk func7onality Consistent top frame to coexist with outgoing links for help, chat, etc Streamlined ways to contact us Request for appointment Local page to display local resources, events, and programs New swim lanes for veterans and other programs 13

14 Customers Drive Innovation Focus is on key resources swim lanes available Moves toward transac7onal request an appointment Crisp and streamlined user interface Mobile friendly 14

15 Designed With Mobile In Mind 15

16 Local Pages Addresses shallow nature of the site by providing a landing page that users can bookmark and return to other than the homepage Zip code driven content be<er than the current state and local laundry list 16

17 BusinessUSA Demo 17

18 SDC/BIDC/CIC & BusinessUSA Partner With Us! Visit the website at business.usa.gov Spread the word via your on- line digital media channels Feature BUSA in your newsle<er Assist us in scheduling training webinars Submit feedback for con7nuous improvement Add the widget or bu<on to your business facing websites h<p://business.usa.gov/link- to- us Join the BusinessUSA community and add your resources Send out blast to your business community 18

19 Thank You? WilleLe Allen (202) Questions 19