Websites across 103 federal agencies scored an average of 74.8 for visitor satisfaction. A score of 80 or above is considered excellent, in the framework of the American Consumer Satisfaction Index E-Government Satisfaction Index published by ForeSee. AOC’s Capitol Visitor Center website (www.visitthecapitol.gov) received an average score of 82 from 1,904 respondents in FY 2014. Table 47 and Figure 60 provide the six-year trend in timeliness. For FY 2015, the CVC will be identifying a new measure to replace the ForeSee indicator.

Green area shows level considered "Excellent" in the framework of the ACSI E-Government Satisfaction Index. Source: ForeSee

Starting in FY 2015, AOC will stop using the ForeSee E-Government Satisfaction Score because it is a lag- ging measure of performance in this area. AOC is in the process of developing a set of leading indicators to better guide action.

Future Strategy Efforts: AOC’s Human Capital Management Division is working on potential enhancements to the agency’s orientation program, including developing a specific portion of the orientation for supervisors. In addition, in FY 2015, the CVC will begin to transition to and implement a new Advance Reservation System, the online reservation system that visitors, congressional offices and professional tour organizations use to reserve U.S. Capitol tour passes. In addition, the CVC will continue to refine a strategy for refreshing the CVC Exhibition Hall, which will be 10 years old in 2018. As part of this effort, in FY 2015 the CVC will evaluate how well the Exhibition Hall is achieving its interpretive goals and will continue working on a plan for modifying the content of Exhibition Hall in order to engage visitors and achieve greater impact.

AOC will also begin renovation of Bartholdi Park to enhance visitor accessibility to the park and improve sustainability. These changes will help create memorable visitor experiences that educate and inform. The target completion date is spring 2016 and includes certification according to SITES v.2.

FIGURE 60: Online Customer Satisfaction Survey Score, See Full Report, Page 90

In Focus

Special Events at the Capitol

Throughout the year, the Capitol Visitor Center (CVC) provides support for hundreds of special events that occur within the CVC’s congressional meeting and event spaces. While the center closes to the general public at 4:30 p.m., Congressionally- sponsored events may occur from early morning to 11 p.m. The Congressional Auditorium, with a seating capacity of 450, is the largest of the event spaces.

During FY 2014, CVC worked with its partners in the U.S. House of Representatives, U.S. Senate and the U.S. Capitol Police to support a number of high-profile special events. The CVC was responsible for developing informational materials such as a two-page fact sheet produced for the unveiling of the bust of Winston Churchill in National Statuary Hall in October 2014. Communication materials and fact sheets were also developed for engaging visitors and guests attending notable events such as the Gold Medal Ceremony for the Native American Code Talkers (November 2013); the statue unveiling of Dr. Norman Borlaug (March 2014); and the Gold Medal Ceremony for Raoul Wallenberg (June 2014). Other special events included annual rehearsals and concerts for the Memorial Day, Independence Day and Labor Day holidays, along with President Obama’s State of the Union Address in January 2014.

Throughout the fiscal year, CVC provided exceptional customer service to Congress. Conducting safety and security planning, cleaning, maintaining the sound system infrastructure, preparing the lighting, and monitoring the electronic temperature system are part of its role. From congressional staff meetings to confidential briefings to high-profile functions that included catering services and complex audio-visual requirements, CVC employees were present at all events and worked diligently to ensure that events proceeded seamlessly and with no disruption to Capitol activities.

A look at the numerous special events hosted by the CVC can be found at www.aoc.gov/nations-stage.