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Agenda Item # 11

BOARD MEMORANDUM

BACKGROUND: 

Recently, VTA Marketing & Public Affairs began preparations to develop improvements for VTA’s website located online at www.vta.org.    VTA’s website generates approximately 1,600,000 annual visits and provides visitors to the site with information regarding VTA services, schedules, maps, programs and projects and the ability to submit online comments to VTA regarding current service activities. 

VTA’s last major update of its website occurred in March 2002 with additional, individualized site improvements for specific website elements occurring on an ongoing basis since then.   In March 2004 VTA created a series of web pages introducing the Tasman line, which included interactive maps as well as enhanced light rail station profiles.   In November 2005 VTA began posting online versions of onboard publications and developed an interactive map for VTA park and ride lots as well as introduced a pilot program for teachers to apply online for VTA’s Class Pass program.  VTA is now initiating a comprehensive review of vta.org for a complete website update as a result of suggestions received at RIDE Task Force meetings and through comments submitted to VTA by the general public. 

As part of this comprehensive review, VTA is soliciting input from stakeholder groups and is particularly interested in receiving input from the CTA and the disabled community.

DISCUSSION: 

VTA is committed to developing a website that provides highly accessible, comprehensive system and program information that is well organized and seeks to encourage new and current visitors to plan their next trip within Santa Clara County on VTA or to review current board and committee activities.   As a result of these priorities VTA has identified several tasks to assist in the development of website improvements, which includes: 

• Online customer survey to identify website preferences and suggested improvements;
• Design enhancements to improve the page layout of website content and to improve website navigation; and
• Improved organization of website content categories to provide relevant and useful information for VTA passengers and the general public.

Each of these tasks will require significant public input to deliver a website that best meets the needs of all community members.   As a result, tasks will include a public outreach element to identify suggested improvements that have the broadest impact.   A summary of these tasks and associated timelines are provided below for your reference.

Website Improvement Tasks and Tentative Schedule

Administer online customer survey:  June 26 – July 31, 2006

VTA has created a twelve question online survey (see attached) that will be administered for approximately five weeks beginning in late June.    The purpose of the survey is to obtain direction and input to assist in the improvement of website design elements.   The survey is completely accessible and results will be utilized to develop a draft design template for review by focus group attendees.

Administer focus groups:             September- November 2006

During the months of September and October VTA will host three groups to prioritize suggested website improvements.  Participating groups will include members of the disabled community, individuals familiar with VTA’s website and services and individuals with limited familiarity with VTA’s website and services.  We will look to CTA for participation in these focus groups.

Design enhancements: October – December 31, 2006

Upon completion of the focus group review we will create improved design features, which will include an update of the site navigation bar to provide direct links to frequently requested web pages and to complete design enhancements on the home page. 

Improved website content: October – December 31, 2006

Utilizing input from focus groups and online survey responses, VTA will better structure content to match visitor interests and create more efficient links to quickly access requested information. 

Public presentations at VTA Board and Committee meetings, including the CTA, will take place to highlight the new website prior to the planned January 2007 release date.

ATTACHMENT

Instructions

In an ongoing effort to improve transportation services and information for Santa Clara County residents, VTA is seeking feedback on how we can make our website more informative and more accessible. Please take a moment to complete the questions below. The entire survey should take less than 5 minutes to complete.

Please note - this survey is specifically designed to obtain suggestions to improve www.vta.org and does not include other websites that may be linked. Thank you for your time and suggestions.

Survey Questions

Please indicate your age (for demographic purposes only)

18 and under 

19-24

25 - 44 

45 and over

How often do you visit www.vta.org?

Seldom (Less than once a month) 

Infrequently (About once a month) 

Sometimes (About once or twice a week) 

Often (From 3 to 9 times weekly) 

All the time (10 or more times weekly) 

Please rank in order from 1 to 6 what areas on our site you visit the most -

with 1 being most visited and 6 being least visited

1.  (Please select your 1st most visited area)

VTA Route Schedules

VTA Maps

VTA News and Announcements

VTA Programs and Projects

VTA Promotions

VTA Board and Committee Meeting Agendas

2.  (Please select your 2nd most visited area)

VTA Route Schedules

VTA Maps

VTA News and Announcements

VTA Programs and Projects

VTA Promotions

VTA Board and Committee Meeting Agendas

3.  (Please select your 3rd most visited area)

VTA Route Schedules

VTA Maps

VTA News and Announcements

VTA Programs and Projects

VTA Promotions

VTA Board and Committee Meeting Agendas

4.  (Please select your 4th most visited area)

VTA Route Schedules

VTA Maps

VTA News and Announcements

VTA Programs and Projects

VTA Promotions

VTA Board and Committee Meeting Agendas

5.  (Please select your 5th most visited area)

VTA Route Schedules

VTA Maps

VTA News and Announcements

VTA Programs and Projects

VTA Promotions

VTA Board and Committee Meeting Agendas

6.  (Please select your 6th most visited area)

VTA Route Schedules

VTA Maps

VTA News and Announcements

VTA Programs and Projects

VTA Promotions

VTA Board and Committee Meeting Agendas

What type of information is most important to you on www.vta.org ?

I like to review VTA Board and Committee information.

Strongly Agree

Agree

Disagree

Strongly Disagree

I like to catch up on VTA news and events.

Strongly Agree

Agree

Disagree

Strongly Disagree

I use VTA's website solely for bus and/or rail schedule/map information.

Strongly Agree

Agree

Disagree

Strongly Disagree

I visit VTA to stay informed about current VTA projects.

Strongly Agree

Agree

Disagree

Strongly Disagree

Do you use a screen reader?

Yes

No

If yes, what product?  (Please select a product)

Emacspeak

HalJAWS

LookOUT

Narrator

Supernova

VirgoVoice

OverWindow-Eyes

Other

Website Quality

Please provide your impressions regarding the quality of VTA's website.

I can always find the information I need on www.vta.org.

Strongly Agree

Agree

Disagree

Strongly Disagree

Information is well organized and can easily be located.

Strongly Agree

Agree

Disagree

Strongly Disagree

I like the navigation functions and can easily get to the information I am interested in quickly.

Strongly Agree

Agree

Disagree

Strongly Disagree

I like the graphics and design of vta.org.

Strongly Agree

Agree

Disagree

Strongly Disagree

Website Improvements

Please suggest any improvements to the website:

Would you be interested in participating in a focus group to help make improvements to VTA's website?

Yes

No

If you answered YES, please provide your name, email address, and telephone number in the space provided.

Name: 

Email Address: 

Phone:

Thank you for participating in the survey.

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