FEMA Launches Customer Focused Web Site
Release Date: April 6, 2006
Release Number: HQ-06-055
WASHINGTON, D.C. -- After months of work and customer input, the Department of Homeland Security's Federal Emergency Management Agency (FEMA) launched its new web site today at www.fema.gov. The new, customer-friendly design of FEMA.gov offers direct links to disaster planning, assistance, recovery and rebuilding information from the home page.
Seven primary audiences - individuals, emergency personnel, business and professional, institutions, government, news media and kids - have home page links directly to relevant FEMA programs and information to help visitors quickly locate information.
By reorganizing content and streamlining the home page layout, visitors will be able to better navigate the site and quickly find the information they are seeking. The new site also puts information about programs like training, preparation and mitigation fewer clicks away from the home page.
FEMA conducted a year-long study of the website and is implementing recommendations from both disaster victims and disaster response and recovery specialists. The improvements came through a seven-step process that included a variety of survey methods, goal definition, usability testing, internal training, content management reviews, new architecture and streamlining the pages. In addition to the new design, FEMA has added an improved search engine capability and content management system to ensure content is current and easy to find.
"Our web site served us well during last year's hurricane season, but we identified a number of areas we could improve in time for the 2006 season," said R. David Paulison, Acting Director for FEMA. "Our goal was to make FEMA.gov more accessible and customer-oriented to enhance our ability to assist disaster victims."
A FEMA website record 14 million visits were logged on the website in the month following Hurricane Katrina's landfall on the Gulf Coast in August 2005. For five straight weeks, more than half a million individuals per week applied for disaster assistance or checked the status of their assistance application through FEMA.gov. FEMA added an online registration capability in 2004, and the online individual assistance center in 2005.
The new look and feel of the site including pages, colors and layouts was developed by the Department of Homeland Security and will be adopted by other DHS agencies as a standard format in the future.
The redesigned FEMA.gov site meets the president's directive to use electronic media better to provide citizens with timely, accurate and consistent information about government services and operations. It also supports Homeland Security Secretary Michael Chertoff's directive to improve customer service and ensure timely and accurate information during an emergency.
For additional information on FEMA.gov contact the FEMA News Desk at (202) 646-4600.
FEMA manages federal response and recovery efforts following any national incident. FEMA also initiates mitigation activities, works with state and local emergency managers, and manages the National Flood Insurance Program. FEMA became part of the U.S. Department of Homeland Security on March 1, 2003.
Last Modified: Friday, 07-Apr-2006 09:21:46