Presented By: Ron Oberbillig, Chief Operating Officer, FCG

1. If you are having trouble connecting to the teleconference, please go to Communicate, Teleconference, Join Teleconference. How to Improve Citizen Satisfaction and Increase Website Usage through Digital Subscription Management Presented By: Ron Oberbillig, Chief Operating Officer, FCG Susan Grow, Performance Measurement Consultant, FCG Scott Burns, CEO & Co-Founder, GovDelivery August 15, 2007

2. Submitting Questions Questions may be submitted at any time during the presentation. To submit a question: Click on the Question Mark icon (?) on the floating toolbar (as shown at the right). This will open the Q&A window on your system only. Type your question into the small dialog box and click the Send Button. Q&A icon

3. Agenda • Introduction - Who is FCG? Who is GovDelivery? • What Citizens Expect • Federal Agency Communication Challenges • Addressing Challenges • Case Study – CDC • FCG/GovDelivery Partnership – What it means to you • Q&A

4. The Federal Consulting Group (FCG) • Fee-for-service franchise in the U.S. Department of the Treasury • Works with federal agencies to transform public service • Collaborates with senior leaders to create a citizen-centered, result-oriented government and facilitates the sharing of best practices from both the private and public sectors • Currently provides to many agencies: 1) ForeSee Results web surveys based on American Customer Satisfaction Index, 2) Maxamine site optimization software

5. GovDelivery The only comprehensive email and digital subscription management system designed specifically for the public sector Used across 10 federal departments, 21 states, and in the United Kingdom Used by government to send over 10 million emails per month Offers unique automation process that makes it easy to implement world class email communication with the public Unique capabilities that maximize delivery of emails to the inbox (instead of Spam filters) Meets government security and privacy standards

6. Agencies must answer several questions in assessing their online communication efforts • How do citizens/stakeholders know when new information is available? • Is it easy to navigate back to information later after finding it the first time? • Are all visitors to the website interested in the same issues or are different visitors interested in different topics? • Which channels for reaching the public directly are the most cost effective?

7. Communication challenges are significant Communication Challenges Growth of the WebHundreds of millions of Web pages managed by government alone User expectations increasingACSI™ scores decrease if sites don’t continuously improve Websites good repositories, but users don’t always come backLow repeat traffic of government websites

8. Email’s prevalence suggests that it can help us address these challenges 54% 41% 31% 128 million American adults use email Citizens are 4 times more likely to use email on a given day than to visit even one government website. 14% Source: Pew Internet and American Life Project

9. Addressing the Challenges Government can use email more effectively to address communication challenges Reach citizens with specific information updates of their choosing rather than one-size-fits-all updates Focus on “e-communication” not “e-marketing” (don’t want to Spam the citizen) Leverage existing website content by automating process for getting out updates Metrics improve with robust email communication 20%+ more website traffic and large base of “subscribers” Higher ACSI™ Scores (demonstrated at CDC and USDA/FSIS)

10. CDC Case Study:About CDC E-Health Marketing Efforts Centers for Disease Control and Prevention (CDC) – National Center for Health Marketing – e-Health Marketing (www.cdc.gov/healthmarketing) eCDC - People in the United States and throughout the world will live significantly longer, healthier, and safer lives as a result of their regular ongoing experiences with interactive, electronic health information and interventions from CDC and HHS. CDC.gov (www.cdc.gov) – CDC’s primary communication channel Janice Nall

11. CDC e-Health Efforts Our goal – to make CDC content, products, and services available when, where, and how users want them through New/interactive media: email updates - Blogs Podcasts/RSS - Wikis e-Cards - eGames Mobile applications - Viral videos Social networks - Other open-sourced tools New media can make health information more powerful through: Personalization Presentation Participation

12. CDC Email Update Results Launched on CDC.gov late November 2006 CDC Email Update Metrics (as of May 10, 2007): Number of subscribers (individuals): 45,000+ Average number of topics subscribed to per user: 31 Number of unique subscription topics available: 250 (25 Administrators) Number of subscriptions: 1,411,000+ Number of emails sent: 1,700,000+ Top Subscribed-to Topics: HIV/AIDS Surveillance Reports (14,077 subscribers) CDC News (13,850 subscribers) HIV/AIDS Slide Sets (12,539 subscribers) HIV/AIDS Morbidity and Mortality Weekly Reports (12,330 subscribers) CDC Press Releases (11,481 subscribers)

13. CDC.gov Email Update Sign-Up 3 Signed up to info. of interest 4 Shown other options 1 Click on Get email updates link on Avian Flu Page 2 Enter email address (password optional)

14. Current CDC.gov Email Update Topics

15. Connecting Web Content with Email Updates 1 Update web content as usual Content changes detected; email sent to admin. for approval or sent to subscribers automatically 2 • Email updates can be sent automatically or after administrator approval • Administrators can manually send email at anytime • Updates can be connected to normal web content or RSS Feeds 3 Satisfied citizen receives email alert about topic of interest

16. Sample CDC.gov emails Sent to Subscribers

17. CDC.gov email Update Growth

18. FCG/GovDelivery Partnership: Why FCG? Allows agencies to work with FCG to deploy an integrated approach to improving client service: Measure citizen satisfaction using ACSI™ survey Improve citizen satisfaction using GovDelivery Provides assurance that solution has already been reviewed for competitiveness and compliance with federal privacy and security requirements Offers lower costs and simplified contracting procedures through interagency agreements Ensures ongoing oversight and quality assurance

19. FCG/GovDelivery Partnership: Why GovDelivery? GovDelivery Digital Subscription Management Focus on communication in the public sector • Proven effective across Federal departments in small and large agencies (USA.gov, FBI, CDC, Dept. of Treasury, Dept. of Labor and more…) • Unique automation tools so you can offer robust solution quickly by piggybacking on your current web content • Turnkey, web-based service (Software as a Service) • 100% Government focused

20. “We’ve had fairly decent ASCI™ Index numbers before…but our numbers are now the highest ever…the only thing we can attribute the increase in user satisfaction is to the email update service. We’ve been very pleased …users get specific pages they want, how they want it, right in their email box.” Janice Nall, Director of the Division of eHealth Marketing, National Center for Health Marketing, CDC

21. Questions?