{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "USA.gov and GobiernoUSA.gov Measure Content Efficiency With New KPI Metric |Digital.gov",
    "description": "USA.gov and GobiernoUSA.gov Measure Content Efficiency With New KPI Metric",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/09/12/usa-gov-and-gobiernousa-gov-measure-content-efficiency-with-new-kpi-metric/index.json","item" : [
    {"title" :"USA.gov and GobiernoUSA.gov Measure Content Efficiency With New KPI Metric","summary" : "This post was originally published on the USA.gov blog.","date" : "2017-09-12T12:14:34-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jessica-milcetich" : "Jessica Milcetich"},"topics" : {
        
            "analytics" : "Analytics",
            "content-strategy" : "Content strategy",
            "multilingual" : "Multilingual"
            },"branch" : "bc-archive-content-3",
      "filename" :"2017-09-12-usa-gov-gobiernousa-gov-measure-content-efficiency-with-new-kpi-metric.md",
      
      "filepath" :"news/2017/09/2017-09-12-usa-gov-gobiernousa-gov-measure-content-efficiency-with-new-kpi-metric.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2017/09/2017-09-12-usa-gov-gobiernousa-gov-measure-content-efficiency-with-new-kpi-metric.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2017/09/2017-09-12-usa-gov-gobiernousa-gov-measure-content-efficiency-with-new-kpi-metric.md","slug" : "usa-gov-and-gobiernousa-gov-measure-content-efficiency-with-new-kpi-metric","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2017/09/12/usa-gov-and-gobiernousa-gov-measure-content-efficiency-with-new-kpi-metric/","content" :"\u003cblockquote\u003e\n\u003cp\u003e\u003cem\u003eThis post was originally published on the \u003ca href=\"https://blog.usa.gov/a-new-metric-to-help-us-measure-our-content-efficiency\"\u003eUSAGov blog\u003c/a\u003e.\u003c/em\u003e\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cp\u003eAfter our content team moved to \u003ca href=\"https://blog.usa.gov/becoming-an-agile-content-team\"\u003ea more agile method of working\u003c/a\u003e, we also started to look at the metrics we use to measure the success of our work. To help us with that, our analytics team developed a new metric we’re experimenting with called the content efficiency metric.\u003c/p\u003e\n\u003cp\u003eThis metric is a key performance indicator (KPI) that we’re hoping can help guide our content decisions. Content is our most “expensive” product to produce and maintain. It feeds our websites and our contact center’s knowledge base, and we want to make sure we’re being as efficient as possible in how we manage it.\u003c/p\u003e\n\u003cimg src=\"https://cdn2.hubspot.net/hubfs/532040/USAGov%20Blog/Screen%20Shot%202017-09-11%20at%204.09.38%20PM.png?t=1543344609193\" alt=\"Screenshot of USA.gov and GobiernoUSA.gov unique pageviews/sessions from google analytics.\"\u003e\n\u003cp\u003eThe metric takes into account the outcomes of our work in terms of (1) unique pageviews on \u003ca href=\"htps://www.usa.gov/\"\u003eUSAGov\u003c/a\u003e and \u003ca href=\"https://www.usa.gov/espanol/\"\u003eUSAGov en Español\u003c/a\u003e (\u003cem\u003eformerly known as GobiernoUSA.gov\u003c/em\u003e), and (2) how many times a piece of content was used to help answer a contact center query.\u003c/p\u003e\n\u003cp\u003eIt also takes into account the amount of work done to get those outcomes by dividing the amount of use our content got by the amount of content we were maintaining at that time.  That’s why it’s called an “efficiency metric.”  It’s the ratio of the outcome of our work on our original content  versus the amount of work it took to make the content.\u003c/p\u003e\n\u003cp\u003eThe hope is that the KPI can guide work choices. In general:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eKeep the number of pieces of content that we manage down.\u003c/li\u003e\n\u003cli\u003eJettison low performing content.\u003c/li\u003e\n\u003cli\u003eUpdate existing content to do better.\u003c/li\u003e\n\u003cli\u003eAvoid adding too much content without deleting an equal number of low performers.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eOur goal is to maintain a knowledge base of content people really want to use and make sure they can find it. We’re hoping this metric will help us make sound decisions to get us there. We’re in the early stages of using it, and we’ll share updates as we go.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eJessica Milcetich is the Product Owner of USAGov/GSA.\u003c/em\u003e\u003c/p\u003e\n"}
  ]
}