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The U.S. Railroad Retirement Board (RRB) recently implemented changes to the
home page of its website – www.rrb.gov – to make it easier to navigate and more
visually appealing. The new home page became accessible to the general public on
May 13.
The new home page organizes information by audience and subject in a clearer,
more logical manner, and uses animation in the form of cascading and scrolling
menus to make it easier to reach secondary pages. One of the biggest
improvements is the addition of a log-in box that will allow customers to access
online services directly from the home page.
In addition, the new design includes a new website logo designed by agency
staff, and
streamlines navigation. The new design also does a better job of highlighting
the agency’s toll-free number (1-877-772-5772), which customers can call to be
connected to their local RRB office, and offers video-based presentations on
topics of interest to railroad beneficiaries and employers. At the same time,
consistently popular pages, such as the listing of job vacancies within the rail
industry, a list of recent updates to the website and agency news releases, are
still accessible from the home page.
Much of the material accessed on secondary pages of the website is now organized
under three major categories along the top of the website: Beneficiaries &
Railroad Employees, Rail and Labor Employers, and Public. By moving the cursor
over any of these categories, a cascading menu lists a variety of links and
pages most relevant to that audience. The new design and organization also makes
more of a distinction between personalized information and services, as opposed
to general benefit information.
Changes to the RRB home page are the direct result of an online survey to gauge
overall satisfaction with the site and identify areas for improvement. In July
2010, the RRB began this year-long survey following the American Customer
Satisfaction Index (ACSI) model designed by the University of Michigan. The RRB
worked closely with a consulting firm, ForeSee Results, that specializes in
applying the ACSI methodology to electronic commerce and websites, to design and
administer the survey process.
RRB staff conducted a systematic review of the survey results and open-ended
comments to develop the improvements to the website. A common theme of those
taking the survey highlighted possible improvements to navigation from the home
page and within the site. The enhancements made to the website address these
concerns. To date, satisfaction levels related to the RRB website have compared
favorably to other Federal agencies, particularly those which have similar
programs and responsibilities.
The website customer satisfaction survey will continue through July 2011. Until
that time, the RRB will be monitoring results and comments to measure reaction
to the redesigned home page, and hopes to identify similar changes and
improvements that can be made to the secondary pages accessed through the home
page.
The redesigned home page can be viewed at www.rrb.gov. While not every visitor
is given the opportunity to complete the survey, the sample size is such that
frequent visitors to the website usually receive an invitation to do so at some
point.
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