六合彩

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六合彩真诚握手,发自肺腑的道谢,不好意思的说打扰了,先回去等消息.
铁门关的时候我的心在滴血,那五张百元大钞和两条红塔山香烟跟一把刀似的戳在我的要害.
香港六合彩让小红再等一段时间,香港六合彩开始推辞,说已经住了很长时间了,不能再打扰了.我说,你这话什么意思,是亲戚怎么能说出这种话,一定得留下,止不定过两天就有消息就得去实习了呢.
小花盯着我,好象很奇怪我怎么如此盛情的邀请小红留下来,但脸上还是漾着微笑,跟香港六合彩一起挽留小红.小花说,你就先留下来吧,小红姐,下个礼拜是我的生日,等我过了生日再走吧!
生日?这么快就到了小花的生日?记得小时候小花过生日时,总在家摆一桌,还能收到很多礼品,不过最后都成了我的所有,这次生日竟然在我家,我说太好了,小红就留下来吧,大家热闹热闹吧,小红点了点头.
这个生日是我跟小花的转折点,我在这个生日里失去了很多东西,包括男孩最宝贵的东西.
三天后,蒋小红的工作终于有了眉目.
连续又住了三晚,蒋小红不好意思到极点,就在香港六合彩寝

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  • 六合彩

    1. 1. Measuring ROI on ACSI Surveys Tim Evans Social Security Administration Office of Electronic Services [email_address]
    2. 2. Introduction <ul><li>ROI on your surveys not directly attributable to your survey expenditures—you may be validating prior work </li></ul><ul><li>Ways of using ACSI data for ROI purposes </li></ul><ul><ul><li>Identify user behavior that explicitly shows your site’s value </li></ul></ul><ul><ul><li>Identify data that shows how you can improve your site to increase its value </li></ul></ul><ul><ul><li>Identify and focus your (limited) resource priorities </li></ul></ul>
    3. 3. SSA and ACSI <ul><li>Began Q1/04 </li></ul><ul><li>Four current surveys </li></ul><ul><ul><li>Main site </li></ul></ul><ul><ul><li>FAQ’s site </li></ul></ul><ul><ul><li>Retirement Planner site </li></ul></ul><ul><ul><li>Internet Social Security Benefit Application--ISBA (not published) </li></ul></ul><ul><li>Two more surveys planned </li></ul><ul><ul><li>Business Services On-line (employer wage reporting) </li></ul></ul><ul><ul><li>Disability (largest single group of surveyed visitors say they came for disability info) </li></ul></ul>
    4. 4. SSA ROI for ACSI Surveys--Summary <ul><li>Main survey shows high value + return on 2003 site redesign </li></ul><ul><li>FAQ survey shows clear reduction in use of high-cost support channels as direct result of FAQ’s availability </li></ul><ul><li>Retirement Planner survey shows high value of Planner + the opportunity to focus our resources </li></ul><ul><li>ISBA Survey helps clarify resource priorities in limited-budget environment </li></ul>
    5. 5. Main Site Survey, Q3/04 http://www.socialsecurity.gov <ul><li>Overall 75 </li></ul><ul><li>Content 80 </li></ul><ul><li>Functionality 76 </li></ul><ul><li>Look & Feel 79 </li></ul><ul><li>Navigation 73 </li></ul><ul><li>Search 74 </li></ul><ul><li>Site Performance 83 </li></ul>
    6. 6. Compare to ForeSee Results Benchmarks <ul><li>Overall Satisfaction: +5 vis a vis Q2/04 Gov’t benchmark; +4 vis a vis overall </li></ul><ul><li>Look & Feel: +4/+3 </li></ul><ul><li>Content: +2/+2 </li></ul><ul><li>Navigation: +5/+3 </li></ul>
    7. 7. 2003 Site Redesign <ul><li>Site-wide adoption of CSS Style Sheets for common look & feel (colors, fonts, etc.) </li></ul><ul><li>Added common header with top nav-links </li></ul><ul><li>Primarily implemented via common DreamWeaver template for easy propagation site wide </li></ul><ul><li>Context: ~80 SSA webmasters with central, but informal governance </li></ul>
    8. 8. SSA FAQ’s Survey, Q3/04 http://ssa-custhelp.ssa.gov/cgi-bin/ssa.cfg/php/enduser/entry.php <ul><li>Overall Score 74 </li></ul><ul><li>Content 81 </li></ul><ul><li>Functionality 77 </li></ul><ul><li>Look & Feel 79 </li></ul><ul><li>Navigation 75 </li></ul><ul><li>Search 75 </li></ul><ul><li>Site Performance 84 </li></ul>
    9. 9. Custom Questions Results Reveal ROI--#1 <ul><li>If there were no FAQ’s, how would you have contacted Social Security to ask your question? (N=1273) </li></ul><ul><ul><li>Send e-mail 16% </li></ul></ul><ul><ul><li>Browse web site 8 </li></ul></ul><ul><ul><li>Call 800 number 39 </li></ul></ul><ul><ul><li>Call local SSA office 22 </li></ul></ul><ul><ul><li>Visit local SSA office 10 </li></ul></ul><ul><ul><li>Write SSA 1 </li></ul></ul><ul><ul><li>Would not have contacted SSA 4 </li></ul></ul>
    10. 10. Custom Questions Results Reveal ROI--#2 <ul><li>After reading our answer(s), what do you plan to do next? (N=487) </li></ul><ul><ul><li>Nothing; question answered 36% </li></ul></ul><ul><ul><li>Nothing; question not answered 4 </li></ul></ul><ul><ul><li>Send SSA e-mail 6 </li></ul></ul><ul><ul><li>Call SSA 800 number 14 </li></ul></ul><ul><ul><li>Call SSA local office 9 </li></ul></ul><ul><ul><li>Visit local SSA office 22 </li></ul></ul><ul><ul><li>Try different question 4 </li></ul></ul><ul><ul><li>Look elsewhere on site 3 </li></ul></ul>
    11. 11. Key Comparisons for 2 Questions <ul><li>Send SSA e-mail 16% 6% -62% </li></ul><ul><li>Call SSA 800 number 39 14 -65 </li></ul><ul><li>Call SSA local office 22 9 -59 </li></ul><ul><li>Visit local SSA office 10 22 +120 </li></ul>
    12. 12. ROI—Reduction Use of High-Cost Support Channels <ul><li>Forester Research Estimates Cost of Services </li></ul><ul><ul><li>Knowledge-Based Self Service: $1.17/incident </li></ul></ul><ul><ul><li>Telephone support: $33/incident </li></ul></ul><ul><ul><li>E-mail support: $10/incident </li></ul></ul><ul><li>SSA Results, shown by ACSI data </li></ul><ul><ul><li>65% reduction in calls to 800 number </li></ul></ul><ul><ul><li>59% reduction in calls to local office </li></ul></ul><ul><ul><li>62% reduction in e-mails </li></ul></ul><ul><ul><li>120% increase in local office visits </li></ul></ul>
    13. 13. SSA Retirement Planner Survey, Q3/04 http://www.socialsecurity.gov/r&m1.htm <ul><li>Overall Score 77 </li></ul><ul><li>Content 82 </li></ul><ul><li>Functionality 80 </li></ul><ul><li>Look & Feel 81 </li></ul><ul><li>Navigation 77 </li></ul><ul><li>Site Performance 85 </li></ul><ul><li>Tasks/Transactions 78 </li></ul>
    14. 14. SSA Retirement Planner Survey, Q3/04--Futures <ul><li>Likely to Return 85 </li></ul><ul><li>Recommend 83 </li></ul><ul><li>File on-line 61 </li></ul><ul><li>What’s wrong with this picture? </li></ul><ul><li>Is it good news or bad? </li></ul>
    15. 15. Retirement Planner—Custom Question <ul><li>How do you plan to file for retirement benefits? (7/12-8/9 data; N=1127) </li></ul><ul><ul><li>On line 39% </li></ul></ul><ul><ul><li>Face to face 37 </li></ul></ul><ul><ul><li>Telephone 4 </li></ul></ul><ul><ul><li>On line w/SSA help 2 </li></ul></ul><ul><li>More recent data shows ‘on line w/help’ running ~13%, ‘on line’ ~30%--totaling more than 40% (not enough data for conclusions) </li></ul>
    16. 16. Pew Internet Study http://www.pewinternet.org/PPF/r/128/report_display.asp <ul><li>How Americans Get in Touch with Government (May, 2004) </li></ul><ul><ul><li>Telephone 40% </li></ul></ul><ul><ul><li>Web 24 </li></ul></ul><ul><ul><li>In person 13 </li></ul></ul><ul><ul><li>E-mail 11 </li></ul></ul><ul><ul><li>Write a letter 10 </li></ul></ul>
    17. 17. Pew Internet Study—Cont’d <ul><li>Why Americans contact Government </li></ul><ul><ul><li>Conduct Transactions 30% </li></ul></ul><ul><ul><li>Get specific information 25 </li></ul></ul><ul><ul><li>Register opinions 19 </li></ul></ul><ul><ul><li>Help w/specific problems 11 </li></ul></ul><ul><li>For complex, problem-solving contacts, 62% prefer phone/in person </li></ul>
    18. 18. What Does This Tell Us About ROI for Retirement Planner? <ul><li>With ~40% interested in filing on line, SSA is doing quite well (compare Pew 30% transactions figure) </li></ul><ul><li>Futures Score shows opportunity to improve on-line application, as Boomers age and interest in on-line filing rises </li></ul><ul><li>New ‘On-line w/Help’ Numbers strong indicator for future, bearing out Pew conclusions on complex contacts </li></ul>
    19. 19. Internet Social Security Benefit Application (ISBA) <ul><li>Retirement/spouse applicants vastly more satisfied (>2:1) than disability applicants </li></ul><ul><li>Far more (5:1) retirement/spouse applicants successfully complete on-line application </li></ul><ul><li>Lowest scores in Functionality, Tasks/Transactions; cut across board, especially among disability applicants </li></ul><ul><li>Disability applicants have far lower level of Internet experience (5:1 “beginner”), and may need additional help </li></ul><ul><li>Expectations count: level of Internet experience inversely proportional to satisfaction </li></ul>
    20. 20. ISBA and ROI Lessons <ul><li>Retirement/spouse applicants >80% of ISBA customers; universe will grow as Boomers age and demand service (Pew data cited earlier) </li></ul><ul><li>Disability applicants have lower Internet experience, need more support via high-cost channels </li></ul><ul><li>The whole disability application process differs substantially from retirement application process </li></ul><ul><li>With resources limited, best use lies in improving overall Functionality, Tasks/Transactions </li></ul><ul><li>All applicants will benefit from general improvements in the on-line application </li></ul>
    21. 21. Wrap <ul><li>ROI on your surveys not directly attributable to your survey expenditures </li></ul><ul><li>Ways of using ACSI data for ROI purposes </li></ul><ul><ul><li>Identify user behavior that explicitly shows value of your site </li></ul></ul><ul><ul><li>Identify data that shows how you can improve your site to increase its value </li></ul></ul><ul><ul><li>Identify and focus your resource priorities </li></ul></ul>
    22. 22. SSA Conclusions <ul><li>Main survey shows high value + return on 2003 site redesign </li></ul><ul><li>FAQ survey shows clear reduction in use of high-cost support channels as direct result of FAQ’s availability </li></ul><ul><li>Retirement Planner survey shows high value of Planner + the opportunity to focus our resources </li></ul><ul><li>ISBA Survey helps clarify resource priorities in limited-budget environment </li></ul>

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