Marybeth Murphy

Setting Up a Performance Measurement Team

As part of an organizational shift to functional teams at GSA’s Federal Citizen Information Center (FCIC), we created a Performance Measurement Team that consolidates data analysis for our websites, contact center channels, and marketing channels. Instead of looking at metrics within the bubble of each program, we’re beginning to leverage insights across programs. These are the steps we’ve taken so far: Drafted a Plan We came up with a Performance Measurement Plan that describes the team’s role within the organization; identifies high-level goals for each channel; names team members and their areas of specialty; and maps out some specific projects and expectations on reporting.

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