Railroad Retirement Board
RRB Debuts New and Improved Home Page
May 2011
The U.S. Railroad Retirement Board (RRB) recently
implemented changes to the home page of its website – www.rrb.gov – to make it
easier to navigate and more visually appealing. The new home page became
accessible to the general public on May 13.
The new home page organizes information by audience and
subject in a clearer, more logical manner, and uses animation in the form of
cascading and scrolling menus to make it easier to reach secondary pages. One
of the biggest improvements is the addition of a log-in box that will allow
customers to access online services directly from the home page.
In addition, the new design includes a new website logo
designed by agency staff, and streamlines navigation. The new design also does
a better job of highlighting the agency’s toll-free number (1-877-772-5772),
which customers can call to be connected to their local RRB office, and offers
video-based presentations on topics of interest to railroad beneficiaries and
employers. At the same time, consistently popular pages, such as the listing of
job vacancies within the rail industry, a list of recent updates to the website
and agency news releases, are still accessible from the home page.
Much of the material accessed on secondary pages of the
website is now organized under three major categories along the top of the
website: Beneficiaries & Railroad Employees, Rail and Labor Employers, and
Public. By moving the cursor over any of these categories, a cascading menu
lists a variety of links and pages most relevant to that audience. The new
design and organization also makes more of a distinction between personalized
information and services, as opposed to general benefit information.
Changes to the RRB home page are the direct result of an
online survey to gauge overall satisfaction with the site and identify areas
for improvement. In July 2010, the RRB began this year-long survey following
the American Customer Satisfaction Index (ACSI) model designed by the
RRB staff conducted a systematic review of the survey
results and open-ended comments to develop the improvements to the website. A
common theme of those taking the survey highlighted possible improvements to
navigation from the home page and within the site. The enhancements made to the
website address these concerns. To date, satisfaction levels related to the RRB
website have compared favorably to other Federal agencies, particularly those
which have similar programs and responsibilities.
The website customer satisfaction survey will continue
through July 2011. Until that time, the RRB will be monitoring results and
comments to measure reaction to the redesigned home page, and hopes to identify
similar changes and improvements that can be made to the secondary pages
accessed through the home page.
The redesigned home page can be viewed at www.rrb.gov. While not every visitor is given the
opportunity to complete the survey, the sample size is such that frequent
visitors to the website usually receive an invitation to do so at some point.
Public Affairs 312-751-4777
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