Our Work

The Office of the Comptroller of the Currency (OCC) is the regulator of the United States' national banks. The agency maintains three web properties: a publicly accessible web site, a bankers-only extranet, and an employee knowledge management intranet. As of 2008, these three properties had grown to collectively contain more than 25,000 documents. The information distribution, especially on the employee intranet, was difficult for OCC to manage, and extremely difficult for site visitors to navigate. The OCC knew they had to streamline operations with a unified e-publishing system and improve service to end users with an overhauled information architecture.

The OCC turned to Forum One to analyze user needs, structure content under a unified content model, create new information architecture for its three web properties, and establish a road map and governance structure for the organization's transformation to its new sites. Forum One worked closely with OCC content owners and web managers to establish a Concept of Operations to govern the roles, responsibilities, processes, and organizational structures needed to effectively support and grow the portfolio of web sites. With the new operational web strategy in place, the OCC was prepared to meet the major business process changes required by the e-publishing system and to effectively support the major improvements to their portfolio of web properties. The OCC continues to use the web operations planning to guide ongoing improvements to OCC.gov and the transition to a unified e-publishing system.