The Australian Government Information Management Office Archive

Better Practice Examples

Feedback and evaluation

Mechanisms to help improve service delivery.

Overview

Receiving and acting upon quality feedback from the users of online services is an important way in which the effectiveness of online services can be improved.  As online services are improving in functionality, the ways in which users are invited to provide feedback about services and other evaluation mechanisms are similarly improving. 

As well as providing email addresses to which to send feedback, some agencies provide well designed forms to collect feedback, informing clients of how feedback will be used, providing confirmation that feedback has been received, and undertaking to respond to the feedback within specified time frames.

Evaluation mechanisms might include the collection of statistics, independent audits, fault reports, interviews, client focus groups, etc. See Better Practice Checklist 11 - Website Monitoring and Evaluation. During the construction of websites agencies may find it particularly useful to test with users.  See Better Practice Checklist 3 Testing Websites with Users for further information.

Examples of Better Practice in Online Feedback / Evaluation

Australian Government

• Department of Agriculture, Forestry and Fisheries website feedback form  Prompts users for information about why they visited the website, how they located it and how well different features worked.
• Child Support Agency Web Site feedback form The survey collects information about the types of information sought by the user, the characteristics of the user, and aspects of the site that work well and not so well.

Nominate a better practice example/provide comments this page

Do you know of an example of better practice? If you wish to nominate an example, please forward the details to the Better Practice Team.

Contact details

Contact the AGIMO Better Practice Team with your comments or contributions.