Recent Projects

Winter 2005, Canadian Health Network

The online health information field is internationally competitive. Hillwatch performed an exhaustive benchmark of CHN site against 400+ indicators and 10 quality peer inside and outside Canada, utilizing Hillwatch's proprietary methodology. Developed workplan for site improvements based on 42 actionable strategic and tactical recommendations.

Winter 2005, Canadian Health Network

Used proprietary Visitor Pattern Analytics methodology, identified 25 specific Key Performance Indicators and 16 relevant Stakeholder Filters to measure and manage this health information site. This research has allowed client to better understand stakeholder site usage and create a site work plan based on the results. This research will also be used to develop a list of relevant indicators for the RMAF.

Spring 2005, Canadian Apprenticeship Forum

Used proprietary Visitor Pattern Analytics methodology, Hillwatch identified specific Key Performance Indicators and its Stakeholder Filters to help CAF understand how it was connecting with its targeted educational and industry users. The results were presented to the Board as part of the annual accountability process and used to drive the site workplan for the remainder of the year.

Fall 2005, Marcus Evans Professional Training

Marcus Evans is a professional training company with offices in Europe, Asia and North America. Hillwatch was asked to prepare and deliver a senior level training seminar on the best practices tools, models and techniques for measuring, monitoring and maximizing the effect and the effectiveness of public sector online service delivery. This seminar was first delivered in Canberra, Australia and Auckland New Zealand to government officials. This seminar received the highest rating by participants of any seminar Marcus Evans had delivered in the last five years. Additional sessions are being planned for Singapore and Peking. Hillwatch will be delivering this seminar in Ottawa, Spring 2006 in conjunction with the Commonwealth Centre for e-Governance.

Fall 2005, Public Service Commission

Hillwatch was asked to review the Parliamentary Affairs Division of the Commission and to make recommendations on the organization, skill sets and resources required against the backdrop of the changing parliamentary relationship and changes in the overall directorate's business plan. This was done on the basis of interviews with senior and staff-level officials, benchmarking, skills, tasks and function inventory, and a review of appropriate competencies.

Winter 2006, Federation of Canadian Municipalities

We projected-managed the creation of a new site for the Centre for Sustainable Community Development branch of the Federation of Canadian Municipalities. They offer financial services and resources to Canadian municipal governments to improve environmental performance and reduce greenhouse gas emissions. We created a clear information architecture with logical information structure. We helped them assess, select, and then train on a new Content Management Platform which enables an ease of maintenance and update while virtually removing the dependency personnel with specialized training. We managed the content transfer and QA all aspects of the site before it went 'live.".

Winter 2006, Canadian Health Network (CHN)

Properly applied, Search Engine Optimization is the most cost effective method to increase the quantity of quality visitors to any web site. We were able to help CHN develop a detailed workplan focusing on making site content more identifiable and discernable by search engines through proper page structuring, keyword use, metadata, content arrangement and phraseology. We assembled a well structure site map which clearly demonstrates site hierarchy (flow of information). This heightens content discovery by Search engines and contributes to the alignment of site content to searches using external search tools such as Google, Yahoo, etc. The workplan also was designed to ensure proper individual page titles, metadata names and descriptions to again align site content with searches using external search tools such as Google, Yahoo, etc. This contributes greatly to the information being presented in search results generated by external search engines; and finally, the plan stressed the importance of aligning site content with visitor interest through, proper page structuring, keyword use, and content arrangement. This, in turn, increases "high quality" visits and lowers the site-bounce rate.

Winter 2006, Public Works and Government Services Canada

The PWGSC site serves a series of very different audicences. Federal public servants from over 75 departments and agencies rely upon PWGSC online for a variety of information needs to do with pension and superannuation information along with all the internal contracting information including NMSO and lists of vendors. This departmental site also serves as a service and contract information centre for diverse ranges of private sectors groups who want to or do contract with the federal government. Working from a full year of web log data: First, we identified more than 50 Key Performance Indicators (KPIs) and then narrowed this list to 20, based on discussion with PWGSC managers and staff. Second, PWGSC log data was systematically reviewed and assessed for the presence of non-human visitors (e.g. spiders, bots, link checkers, mirroring programs, etc.). Such visitors can generate huge traffic volumes that significantly distort statistics. Third, we employed extensive filtering to analyze this data. To do this, we applied our proprietary filters that accurately capture and track PWGSC website use by key stakeholders (e.g. governments, @-home visitors, industry sectors, media, etc.). Fourth, after intensive processing, information was extracted, analysed, graphed and interpreted according to the agreed-upon list of KPIs. The level of granularity in the analysis was quite significant and, going forward, it allows the department to view and manage its site through the eyes and clearly-stated content interests of its key stakeholders.

Winter 2006, Canadian Heritage

Using proprietary Visitor Pattern Analytics methodology, we identified 20 specific Key Performance Indicators and 11 relevant Stakeholder Filters to measure two major on-line investments; Culture.ca and Culturescope.ca. Our analytics demonstrated both web properties are achieving their core goals for the dissemination of Canadian cultural information to their respective target audiences. It also highlights the importance of cycling content based on time of day and season. For Culture.ca, the analysis brought to light the fact that the site moonlights as a vacation planning tool which the department plans on actioning further over the next fiscal year.

Spring 2006, Mining Industry Human Resources Council (MiHR)

We helped the Council establish a Results-Based Management and Accountability Framework (RMAF) according to guidelines set out by the Treasury Board of Canada (Guidance for Strategic Approach to Results-based Management and Accountability. This included the recommendation of a number of innovative online and offline metrics.

Spring 2006, Transport Canada - Media Room

The purpose of the project was to evaluate and recommend improvements to the departmental site Media Room. Specifically, departmental managers wanted to determine the positioning of the Transport Canada site relative to its peers; identify options to make the media room more pro-active and innovative; and evaluate changes to encourage a greater degree of self-service on the part of journalists, especially efforts to reduce the number of calls to media relations officers for content readily available on the site. We achieved the objective by benchmarking the Transport Canada media room against web site media rooms from a diverse group of 20 peer organizations that included public sector organizations (at the federal and transnational level), non-profit organizations (non-governmental organizations and associations), and private sector companies (including a number of transportation sector based companies). The end result was a thorough analysis of the strengths and weaknesses of departmental Media Room and detailed recommendations to improve performance in a number of areas. A number of these recommendations were relatively simple to implement but would have a high impact on improving the site for visiting journalists

Fall 2007 – Winter 2008, Public Health Agency of Canada, Online Performance Measurement

The Public Health Agency of Canada required both a corporate wide view of its online performance, and a division level assessment of its online presence. PublicInsite was able to provide uniform measurements allowing performance comparisons of individual departments against the corporate-wide benchmarks. In addition, PublicInsite led the qualitative and quantitative research into the performance of individual divisions online including: The Division Childhood and Adolescence, Travel Health, Media Room, and The Centre for Emergency Preparedness and Response. The process involved distinct stages that allowed for ongoing communication and feedback loops with divisional representatives. This unique and integrated approach combined several best practice approaches to help build the evidence base, which culminated in a well supported set of recommendations that would optimize each division’s online assets.

Fall 2007 – Winter 2008, Canadian Heritage, Online Performance Measurement

Canadian Heritage needed business intelligence to support its evidence-based decision-making during a major web-consolidation effort spanning the department’s four major online properties: www.culturecanada.gc.ca, www.pch.gc.ca, www.culturescope.ca, and www.culture.ca. PublicInsite measured the performance of each property, then provided a “stakeholder-centric” report, allowing a side-by-side comparison. This provided Canadian Heritage with the necessary insight to make sound strategic decisions for the entire online channel. Management was able to assess the value of content to various segments of the Canadian population in order to optimize their online offerings, and better target key audiences with relevant content. In this way, the total cost of ownership would be reduced without sacrificing the quality of service provided to Canadians.

Fall 2007 – Winter 2008, Library and Archives Canada, Online Performance Measurement

Library and Archives Canada wanted a deep understanding of how Canadians were using its extended online resources including: Canada's national collection of books, historical documents, government records, photos, films, maps, music, and more. Measuring the use of this rich repository was complicated by the presence of non-human traffic including search engines, crawlers, and other robots. PublicInsite was able to isolate the human traffic in the “Internet noise”, and then analyzed the activities of Canadians on the site to determine the relative importance of archived material to various segments of the Canadian population. The resulting report provided a clear picture of what Canadians are most interested in, and conversely what Canadians are not interested in, as well as the year-over-year trends to be used in forecasting demand and planning new offerings.

Winter 2008, Department of Foreign Affairs and International Trade, Online Performance Measurement

The Department of Foreign Affairs and International Trade required a “unified framework” to manage their core online properties: www.international.gc.ca, www.voyage.gc.ca, and www.infoexport.gc.ca. PublicInsite responded by working with managers and directors to build a universal set of Key Performance Indicators (KPIs), which would provide an organization-wide view of audience and content usage patterns. PublicInsite then provided management with actionable information to serve as the basis for making strategic and operational decisions regarding the online channel. The complete Web Performance Measurement project was completed in record time, and was followed by in-person presentations to help interpret results and provide clear recommendations.