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Leading practices recommendations

Insights into priority improvement areas to enhance the customer experience

These tangible recommendations will allow you to optimize your web channel and show how your website ranks against other benchmarked organizations.

What will you get?


We will:

  • Provide a 1-on-1 meeting with a certified customer experience expert.

  • Review and evaluate vision, mission, objectives  and guiding principles for effectiveness and alignment to leading practices

  • Identify key web services and apply leading practices in end-to-end service & digitization for priority development.

  • Benchmark web presence against other similar organizations to determine key trends and patterns to recommend priorities for improvement, including the following key categories:

    • Visual design and usability

    • Navigation and search 

    • Communication and engagement

    • Audiences and segmentation

    • Online services and forms

    • Mobility and accessibility

    • Content and language

    • Technology and functionality

    • Metrics and performance

  • Determine key gaps from the current state to a target service maturity and prioritize for remediation.

  • Review the web publishing model and make recommendations for improved management and workflow.

  • Review the enabling technology for the web channel and its integration to downstream systems.

  • Provide a gap analysis for end-to-end self-service digitization.

  • Outline substantial and tangible recommendations of your web channel to provide insights into priority improvement areas



A detailed report of analysis results with specific recommendations on how to optimize your web channel that includes ranking against other benchmarked organizations.

This evaluation helps identify leading practices in other organizations that can be leveraged to better meet the needs and expectations of your own customers.  This report can be used to help drive key improvements to the user experience based on lessons learned by other organizations in your sector.


You can get our latest website maturity assessment report in order to obtain valuable insights on leading practices in the public sector to improve online service delivery.

DID YOU know?





Methodology & approach

Assessment results

Overall rating

Innovation & self-service

Website ranking

Evaluation results

Trends & analysis

Key innovations

Key recommendations

Visual design & usability

Navigation & search

Communication & engagement

Audiences & segmentation

Online services & forms

Mobility & accessibility

Content & language

Technology & functionality

Metrics & performance

Short-term priorities

Longer-term priorities


Why ForwardVu?

ForwardVu has International certification as a Customer Experience Professional (CX PRO) certification through Forrester as well as Web Accessibility Specialist (WAS) through the International Association of Accessibility Professionals  (IAAP).


We have over 20 years of experience in digital transformation with a focus on the user experience and how customers interact with companies online.  We have audited numerous public and private sector clients - we would love to extend that help to you as well, and ensure a welcoming and inclusive experience on your website.  See our list of past and current clients.



Unbiased, expert snapshot of your web channel that can serve as a foundation for short-term improvement and further discovery. A high value for firms engaged in pre-procurement activities.


Leading practices



Substantial and tangible recommendations of your web channel to provide insights into priority improvement areas and how your web channel ranks against similar organizations in your sector.

Learn more




Prioritized recommendations and implementation plan that outlines key initiatives to improve your web channel, including dependencies, resources, recommended timeline and budget requirements.

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