TTI is supporting the OCIO’s IT Services Office (ITS), a major component of its mandate being major component of this service is the delivery of stable network services delivered on an enterprise scale to the SFC facility. TTI’s services include telephonic access to Cisco engineers and technical resources, rapid issue resolution, device-by-device maintenance coverage, and other service options intended to maximize ITS’ network operational availability and efficiencies. TTI, an authorized Cisco certified provider /reseller of Cisco products and services offers SMARTnet services, a proprietary, commercial off-the-shelf (COTS) service offering provided exclusively by Cisco. TTI supported the Web Management Working Group, a working group that is tasked with identifying standards, development strategies, and shared technical resources that can be implemented at the departmental level to maximize satisfaction with the site, efficiency of resource allocation, and ease of maintenance. TTI was tasked to accomplish the following tasks:

• Development of the Web Usability Survey - Survey to include a collection of open ended and measured questions; used to collect information about the websites and web services offered in both internet and intranet sites for the DoT agencies; survey focused on the usability features of the sites and will capture data on how the sites are developed and managed.
• Conducting the survey with participating DOT agencies (including FRA)
• Summarizing the survey results in a report - recap responses to the survey questions; highlight the major common elements and areas of divergence. This report will be used to prepare recommendations by the OCIO for the need for departmental web management standards.

TTI conducted a set of focused interviews with a sample of Web site and Web content managers from across the different agencies under the DoT and summarize its findings under various headings. TTI’s web experts, during their study, referred to all available DoT documentation, guidelines and notifications to get first hand knowledge of department/ agency web standards, shared resources and levels of flexibility enjoyed by each agency within the DoT. To name a few of the documentation referred to by the study group: DOT Web Management Working Group Charter, Web Management Strategy (September 2007)

The results of the usability interviews are presented by interview guide topic and specific question; each organization’s response is presented separately, where appropriate. Key topics included in the report were: Web Site Overview and Responsibilities, Web Site Goals, Web Site Audience, Web Site Technology, Governance, Web Content Creation, Site Navigation, Section 508 Compliance, DOT-Wide Resources.