Computeruser.com
Latest News

New Report: the State of the E-Gov Union is Strong

ANN ARBOR, Mich. Jan. 25, 2011 ForeSee Results American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index Satisfaction with e-government measuring e-government

Satisfaction with federal websites

Larry Freed

Though e-government beats the overall federal government by a large margin in terms of customer satisfaction, it rates below its private-sector counterparts, as a whole.

E-GOV WEBSITES RIVAL PRIVATE SECTOR

ACSI E-Government Categories

Satisfaction

ACSI Private Sector Categories

Satisfaction

E-Gov OVERALL , Q4 2010

75

E-Retail (Q4 2009)

83

E-Gov Transactional/E-Commerce Websites

80

Online Travel (Q4 2009)

77

E-Gov Career/Recruitment Sites

78

Online Brokerage (Q4 2009)

78

E-Gov Portals and Department Main Sites

75

Portals and Search Engines (Q2 2010)

77

E-Gov News and Information Sites

74

Online News (Q2 2010)

74

Social Media (Q2 2010)

70

E-gov news and information sites (74) tie satisfaction with private sector news and information sites.  E-gov portals (75) rival satisfaction with private sector portals (77).

Although the private sector scores better, on average, than federal websites, the best-scoring federal websites outperform the best-scoring private-sector websites.

BEST E-GOV WEBSITES

Satisfaction Scores

BEST PRIVATE-SECTOR WEBSITES

Satisfaction Scores

SSA Retirement Estimator — www.ssa.gov/estimator

90

Netflix

87

SSA iClaim — www.socialsecurity.gov/applyonline

90

Newegg.com

86

SSA Help with Medicare Prescription Drug Plan Costs —

www.socialsecurity.gov/i1020

88

Amazon.com, inc.

86

HHS National Women’s Health Information Center (NWHIC) main

website — www.4woman.gov

86

Overstock.com

82

DOC National Oceanic and Atmospheric Administration main

website — www.noaa.gov

85

FoxNews.com

82

DHS U.S. Citizenship and Immigration Services Espanol  —

www.uscis.gov/portal/site/uscis-es

86

Google.com

80

Agencies have a lot to gain by providing a satisfying experience online. According to the report, citizens who are highly satisfied with a federal government website say they are 59% more likely to trust the government unit and 58% more likely to participate with the government than citizens who are less satisfied. Highly satisfied citizens also report being more likely to use the website as a primary resource, recommend it, and return to it. Providing a satisfying site experience leads to cost savings for the government, as citizens will turn to the website first rather than using other, costlier channels.  

Claes Fornell The Satisfied Customer

More than 250,000 surveys were conducted during the fourth quarter of 2010 alone; more than one million citizen surveys were conducted in 2010 overall.  There are 111 sites included in the Index this quarter.

ABOUT FORESEE RESULTS

ForeSee Results

Ann Arbor, Michigan www.ForeSeeResults.com www.ForeSeeResults.com/connect.html

ABOUT THE ACSI

the United States University of Michigan Ross School

ABOUT THE FEDERAL CONSULTING GROUP

The Federal Consulting Group (FCG) operates as a fee-for-service franchise in the National Business Center (Dept of the Interior) and serves as the executive agent in the government for the American Customer Satisfaction Index (ACSI).  The Federal Consulting Group uses a generic clearance from the Office of Management and Budget to obtain expedited approval of ACSI surveys as required by the Paperwork Reduction Act.  This enables agencies to conduct ACSI surveys without obtaining a separate clearance.  Agencies can assess and improve programs, call centers and websites using the ACSI methodology through an Interagency Agreement with the Federal Consulting Group.

FOR MORE INFORMATION

Chaat Butsunturn, Kearns & West

[email protected]

415-391-7900 x114

Or Amanda Piasecki, Kearns & West

[email protected]

202-535-7800 x114

SOURCE ForeSee Results

Leave a comment

seks shop - izolasyon
basic theory test book basic theory test