Web Performance Metrics 2018 - Homeland Security

 Web Performance Metrics

Jan 1, 2018 - Dec 31, 2018

All Users

100.00% Sessions

Total Visits

41,177,544

% of Total: 100.00% (41,177,544)

Avg. Visit Duration

00:01:38

Avg for View: 00:01:38 (0.00%)

Pageviews

79,315,771

% of Total: 100.00% (79,315,771)

Unique Visitors

23,385,896

% of Total: 100.00% (23,385,896)

Avg. Pages / Visit

1.93

Avg for View: 1.93 (0.00%)

Avg. Time on Page

00:01:45

Avg for View: 00:01:45 (0.00%)

Bounce Rate

59.67%

Avg for View: 59.67% (0.00%)

Top Pages

Page Title REAL ID | Homeland Security

Pageviews

Bounce Rate

5,402,249 38.71%

Real ID Public FAQs | Homeland Se curity

2,260,060

62.67%

Trusted Traveler Programs | Homel and Security

1,605,562

42.79%

Learn What I Can Bring on the Plan e | Homeland Security

1,006,302 67.80%

State Compliance | Homeland Sec urity

840,924 52.69%

Myth vs. Fact: DHS Zero-Tolerance Policy | Homeland Security

761,631 89.83%

Search Job Postings | Homeland S ecurity

726,551 23.28%

REAL ID Documentation | Homelan d Security

679,332 51.72%

Comparison Chart | Homeland Sec urity

659,509 48.28%

Identify a Victim | Homeland Securi ty

657,727 60.22%

Visits by Source

google (direct) bing Other

33%

33.2%

23.2%

New vs. Returned Visitors

New Visitor Returning Visitor

17.9%

82.1%

Visits by Social Network

Social Network Facebook Twitter reddit LinkedIn Blogger Instagram YouTube Quora Hacker News WordPress

Sessions 862,997 353,943 34,313 27,249 20,574 17,849 8,613 3,161 2,908 971

 Search Performance Metrics

Jan 1, 2018 - Dec 31, 2018

All Users

100.00% Sessions

Visits to

41,177,544

% of Total: 100.00% (41,177,544)

Total Internal Searches

1,092,567

% of Total: 100.00% (1,092,567)

Total External Searches (Google)

10,204,645

% of Total: 24.78% (41,177,544)

Top Internal Searches by Search Term

Search Term

real id careers real id compliant st ates esta active shooter global entry renew passport global entry applica tion jobs active shooter traini ng

Total Unique Searches 11,359 9,689

7,239

7,127 6,014 4,900 3,898

3,564

3,564

3,452

Organic Searches

111 0

223

0 0 0 0

111

0

0

New vs. Returned Visitors

New Visitor Returning Visitor

17.9%

82.1%

Avg. Visits per Visitor

1 2 Other

33.2%

55.5%

Top External Searches (Google - as reported)

Page Title

Homeland Security | Home

Learn What I Can Bring on the Plane | H omeland Security

REAL ID | Homeland Security

Real ID Public FAQs | Homeland Securit y

Check Wait Times | Homeland Security

Current Status of States/Territories | H omeland Security

Blue Campaign | Homeland Security

TSA to Notify Travelers of Upcoming 20 18 Real ID Airport Enforcement | Homel and Security

Immigration Data & Statistics | Homela nd Security

Search Job Postings | Homeland Securi ty

Sessions 932,801 782,568 434,884 355,703 247,789 233,200 219,725 174,510

173,285 159,253

 Customer Satisfaction Survey

Time Period: 01/01/2018 ?12/31/2018

Voice of the Customers

Feedback:

The major customer issues to improve on the site include making content easier to find, label pages and navigation to help customers find relevant content quickly and easily.

Other items to improve on the site include simplifying links and navigation choices, making navigation more intuitive, and remediating broken links.

Complete list available upon request

(Source: Survey Monkey)

Recommendations:

We continued to review and work on recommendations from metrics reports. The Web Team documented and analyzed the success of improvements through metrics in addition to emerging technologies, recommendations and actions.

Actions Taken:

Difficulty Finding Content, Feeling Lost and Mislabeled Links: The Web Team continues to implement more left navigation throughout site and restructure content and hyperlinks to promote a more productive, user-friendly experience. Increase Visibility: This past year, the Web Communications team identified the top 200 pages according to Google Analytics and updated the "Frequently Request Pages" section of the site to reflect customer needs.

Improved Usage Analytics: This past year, the Web Communications team installed Google Analytics tracking code to all homepage rotators to identify how many clicks rotators are receiving and which homepage content is attracting the most attention by site users.

2018 Technical Improvements:

Fixed our Highlights Rotator tracking code Fixed our News & Updates RSS feed for new DigitalGov Search Fixed Science and Technology, and SAFECOM blog page filters Added Language tags for content items to identify English/Spanish passages Updated our Header for both Desktop and Mobile views Defined our layout and visual focus on Homepage Updated our mobile menu active image Added our Podcast Series to additional pages on Fixed our Homepage fonts Fixed our Publications context

 Customer Satisfaction Survey

Time Period: 01/01/2018 ?12/31/2018 Made security updates Updated our Security for OpenPublic module Updated our baseline and modules Made updates to our Content Management System to provide a better user experience Made improvements to the Search bar and function Updated our mobile responsive swiping on image features Updated our Podcast Series iTunes link Updated our responsive design tablet breakpoint to accommodate new search bar Removed old DHS features Added How Do I? block to our homepage Configured our backend modules to support our new search system Fixed our National Terrorism Advisory System border Now including Fact Sheets and Speeches on our homepage Provided updates to our search engine Fixed our Multimedia List Page Provided updates to our Spanish Language news items and homepage news section Provided updates to our Comunicados de Prensa section of Provided updates to our Comunicados de Prensa Archived section Fixed our Alert Boxes Updated our spell check system

 Customer Satisfaction Survey

Time Period: 1/1/2018 - 12/31/2018

Overall Customer Satisfaction Score

69.01

How would you rate your overall experience today?

Answer Choices Outstanding Above Average Average Below Average Poor

Total

Responses 8499

11358 11066

2745 2360 36028

Points 100 75 50 25 0

64.50

Score 849900 851850 553300

68625 0

2323675

Were you able to complete the purpose of your visit?

Answer Choices Yes No

Total

Responses 21902 14126 36028

Points 100 0

60.79

Score 2190200

0 2190200

Would you still return to this website if you could get this information or service from another source?

Answer Choices Yes No

Total

84.80

Responses 30552 5476 36028

Points 100 0

Score 3055200

0 3055200

Will you recommend this website to a friend or colleague?

Answer Choices Yes No

Total

Responses 28599 7429 36028

Points 100 0

79.38

Score 2859900

0 2859900

Please describe your experience finding your way around (navigating) today.

NOTE: Excludes "Other" responses

Answer Choices Encountered no difficulties Had technical difficulties (e.g. error messages, broken links) Links did not take me where I expected Links / labels are difficult to understand, they are not intuitive Navigated to general area but couldn't find the specific content needed Too many links or navigational choices Would often feel lost, not know where I was

Total

62.41

Responses 20920 1070 2479 1167 5892 941 1050 33519

Points 100 0 0 0 0 0 0

Score 2092000

0 0 0 0 0 0 2092000

How was your experience using our site search?

NOTE: Excludes "Did not use search" and "Other" responses

Answer Choices Encountered no difficulties I was not sure what words to use in my search Results were not helpful Results were not relevant to my search terms or needs Results were too similar / redundant Returned not enough or no results Returned too many results

Total

54.09

Responses 9517 1476 3169 1585 509 1035 304

17595

Points 100 0 0 0 0 0 0

Score 951700

0 0 0 0 0 0 951700

 Customer Satisfaction Survey

Time Period: 1/1/2018 - 12/31/2018

Demographic Information

What Information were you looking for today?

Answer Choices Border management Contact information Contracting opportunities Cybersecurity Disaster assistance Email, RSS feeds, or subscription services Forms or publications Human trafficking Immigration and citizenship Information about DHS (leadership, history, etc.) Jobs / career information Law enforcement News Photographs Small business resources Training Travel Videos

Total

If you weren't able to complete your visit, please select the option that best describes your difficulty.

Answer Choices Bad link Content wasn't easy to understand Could not find what I was looking for Error on page Multimedia / technical problem Outdated information Other

Total

Which of the following best describes you?

Answer Choices Business representative Educator Federal government employee First responder / law enforcement official Government contractor International visitor Job seeker Media representative Non-profit staff or volunteer Seeking citizenship or immigration information State, tribal, territorial or local government representative Student Traveler (domestic or international) Other

Total

Responses 1325 1846 395 2150 858 281 2410 1457 2268 1913 3368 1269 1445 88 328 2952

11209 466

36028

Percentage 3.68% 5.12% 1.10% 5.97% 2.38% 0.78% 6.69% 4.04% 6.30% 5.31% 9.35% 3.52% 4.01% 0.24% 0.91% 8.19%

31.11% 1.29% 100%

Responses 493

1625 8548

410 281 515 3330 15202

Percentage 3.24%

10.69% 56.23%

2.70% 1.85% 3.39% 21.91% 100%

Responses 3572 2605 2065 1822 1109 579 2183 176 1355 763 774 4006 8959 6060

36028

Percentage 9.91% 7.23% 5.73% 5.06% 3.08% 1.61% 6.06% 0.49% 3.76% 2.12% 2.15%

11.12% 24.87% 16.82%

100%

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