Increasingly, Web Teams and developers are finding themselves closer to customers than ever before as websites become the primary, public-facing entities of most organizations. Keeping the customer at the front of the line can be a challenge for teams not specifically trained or oriented for such considerations. The growth of mobile platforms is also driving more solution-based customer interactions online, forcing web teams to become more customer solution-oriented as the demand for immediate, real-time solutions increases. The Texas Comptroller’s website serves about 25 million page views each month from taxpayers seeking information, conducting business, and completing task-based forms and other tasks, putting our web team on the frontline of user advocacy. This panel will explore how web teams can adapt as user advocates with a focus toward customer service needs, while also managing the structural and technical integrity of web sites and databases.
Drew created the comptroller’s Window on State Government as a bulletin board system in 1992 and now leads the Web Team that oversees the award-winning Web site which has over 25 million page views per month. A 30-year veteran of the Texas comptroller’s office, Drew worked in the Enforcement Division during the early 1980’s and proposed the first agency phone bank to handle collections and also coded the computer programs and databases that managed it. He later led the Financial Reporting Section of the Economic Analysis Center and this experience led to his work creating the first publicly accessible online system at the comptroller's office.
Born in West Texas and an Austin resident since he was eight years old, Drew attended the University of Texas and played professionally in two Austin bands before taking a job at the comptroller’s office. His experiences leading musicians helped form the basis for his approach to management. He believes a talented and creative musical group is very similar to the talented and creative teams that oversee the best Web sites. They must work closely together, respectfully and coordinate their efforts to succeed at the highest levels. Discord often results in an inferior product. Maintaining respectful relationships and high levels of performance should be an important goal for any organization and particularly for one that wants long-term success. Enjoying work and having fun together is often the bonus that results from such positive interaction.
Drew has worked in management since 1986 and is currently pursuing a bachelor’s degree in Psychology at the University of Texas.
