oregon state data center webinar november 29, 2012

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Oregon State Data Center Webinar

November 29, 2012

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Agenda

BusinessUSA: Why We Exist Challenges Solution Partnerships How It Works Contact Center Launch Website Re-Launch Demo Role of CICs/SDCs/BIDCs Questions

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BusinessUSA Launch

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The Challenge

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The Solution

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Partnership

Federal24 federal agenciesExecutive CommitteeSteering CommitteeMarketing & Outreach Working GroupContact Center Working GroupContent Center Working Group

State Local Tribal Congressional Non Profit Economic Development Organizations

Traffic from the site has remained extremely consistent since launch; a product of the type of

visitor and marketing to date

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Top Offsite Linkso SBA.gov, overall, is the # 1 site

for all referred traffic, with its training, business loans, microloans in the top five referred pages

o Asbdc-us.org is the 3rd largest site for referred traffic from BusinessUSA

o Other popular offsite links included search.usa.gov/search, and the data.gov/communities and sba.gov/communities pages

Source: Webtrends Analytics, October 4, 2012

Traffic to the site has continued to grow at a consistent rate despite minimal marketing…traffic to

the site comes from

8Source: Webtrends Analytics, October 4, 2012

Top Referring Siteso Ex-Im bank and the former

business.gov remain strong referrers to the site

o angiesurveylistings.com recently added the widget and is a new top referrer to the site

o Other popular referring sites included usda.gov, mbda.gov and usa.gov

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BusinessUSA Subscribers

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Gmail, Yahoo, Hotmail, & AOL make up 55% of total subscribers

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Acme Co. Business LLC

BUSANCC

Census

SBA

Pilot

Pilot“Warm handoff”

“Warm handoff”

PTO“Warm

handoff”

ITAPilot

“IVR only”

“Warm handoff”

Phase I – BUSA Tier One Contact Center SupportAnswering inquiries on a variety of business-related topics, including but not limited to small business owners and individual entrepreneurs looking for federal business programs, financial assistance, assistance with intellectual property matters, and data and information to support business decision making.

• Initial contact center will provide a ‘warm’ handoff from one main hotline – 1-800-FEDINFO – to the appropriate call center contact number at the individual agency; and, pilot handoffs between existing contact centers at SBA, PTO and Census

• The long-term vision extrapolates the “no wrong door” approach to all business-facing contact center hotlines

BUSA Contact Center Pilot

• The 90-day deliverable for call centers focused on training for 1-800-FED-INFO

• FY13 work will focus on piloting warm transfers, building the FAQs and knowledgebase, training and new features (e-mail & chat)

• Additional analysis, research and cost estimates will inform the long-term vision

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Acme Co. Business LLC

BUSACC

Census

SBA

“Warm handoff”

“Warm handoff”

PTO“W

arm

handoff”

ITA

“IVR only”

“Warm handoff”

Additional Partners

Phase II- Add Additional Partner Agencies to Warm Transfer ProtocolAdditional partners will develop their respective capacity to accept warm transfers from partner agencies, beginning in FY 13.

Contact Center Pilot Expansion

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The New BUSA

• Short-term deliverables include:– "Look and feel" usability redesign– Better search functionality– Integrated help desk functionality– Consistent top frame to coexist with outgoing links for help,

chat, etc– Streamlined ways to contact us– Request for appointment– Local page to display local resources, events, and programs– New swim lanes for veterans and other programs

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Business.USA.gov Re-launch Features

• Focus is on key resources “swim lanes” available

• Moves toward transactional “request an appointment”

• Crisp and streamlined user interface

• Mobile friendly

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Customers Drive Innovation

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Designed With Mobile In Mind

• Addresses “shallow” nature of the site by providing a landing page that users can bookmark and return to other than the homepage

• Zip code driven content better than the current “state and local” laundry list

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Local Pages

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BusinessUSA Demo

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SDC/BIDC/CIC & BusinessUSA

Partner With Us! Visit the website at business.usa.gov Spread the word via your on-line digital media channels Feature BUSA in your newsletter Assist us in scheduling training webinars Submit feedback for continuous improvement Add the widget or button to your business facing websites –

http://business.usa.gov/link-to-us Join the BusinessUSA community and add your resources Send out email blast to your business community

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Thank You

Willette Allen(202) 205-8520

Willette.Allen@sba.gov

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