Performance Management at the CRTC
The Canadian Radio-television and Telecommunications Commission (CRTC) website supports the organization’s regulatory activities by providing timely access to public proceedings documents and general interest content particularly suited to consumers of broadcasting and telecommunications services. Its most frequent visitors are representatives of the two industries it regulates, who need the site content for research purposes and to participate in regulatory proceedings.
In the spring of 2009, Systemscope delivered a Performance Measurement Framework and an accompanying research program to support monitoring and reporting on the CRTC site’s performance. The Framework outlined performance indicators with respect to user experience, content and web operations.
Using the Framework as a guide, the Commission worked with a Systemscope analyst to benchmark its existing site performance to understand traffic patterns to the site among new and returning visitors, and then use analytics to improve the user experience.