Are You Satisfied With E-Gov?

When was the last time you were in pursuit of information from government? When was the last time you had to fill out a government form? The internet has played a major role in making that process easier. It is hard to remember a time that e-gov wasn’t available to us to check on the status of a tax refund, or find out how to renew your passport, and the list goes on. But the last time you visited a .gov site, was it a good experience? Was it all it could be? Are you going to return to the site in the future? What could that .gov site done better?

Those are the burning questions on the minds of those responsible for the e-gov efforts. The most recent report on Federal Government Website Customer Satisfaction was recently released by The University of Michigan’s National Quality Research Center and sponsored by ForeSee Results.

Citizen satisfaction with federal websites registered a slight improvement, according to the second quarter report from the University of Michigan’s American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index. The e-commerce and transactions category showed the greatest increase of any other category, inching the E-Government Satisfaction Index forward 0.4% to 73.7 on a 100-point scale and reversing last quarter’s drop.

Although aggregate satisfaction with federal websites improved incrementally, it still lags the private sector, which continues to set the bar for online satisfaction. E-government scored 8.5% and 3.8% behind private sector e-commerce (80) and e-business industries (76.5), respectively.

Private sector e-commerce is one of the strongest performing sectors measured by the ACSI and still holds the edge over e-government transactional and e-commerce sites. But as more federal websites allow citizens to do business online with government, satisfaction is improving. On aggregate, the customer satisfaction score for sites that offer transactional or e-commerce capabilities rose 3.5% from last quarter to 76.8.

Three of the strongest performing e-commerce and transactional sites belong to the Social Security Administration (SSA). Internet Social Security Benefits Application site (88), Help with Medicare Prescription Drug Plan Costs site (87), and Social Security Business Services Online (83), provide superior satisfaction by even private sector standards.

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