ACSI E-Gov Index Results and New Online Transparency Research

The ACSI's quarterly E-Gov Index was released today and we saw scores hold steady from last quarter--73.6 on the study's 100-point scale. Problem is, scores dropped last quarter, so we aren't seeing a rebound yet. Personally, I think this has a lot to do with the fact that departments and agencies are in a holding pattern waiting for specific guidance on how to implement all the fancy Web 2.0 stuff that the White House wants them to do. And the White House has been collecting public input about what they should do.

The hot new thing in government is open government, transparency, collaboration, participation . . . watch how often you see those words in memos and news conferences and government tweets.

This brings me to the other piece of research we released today on transparency and e-gov. We've seen over the years that online citizen satisfaction plays a huge role in government efficiency and effectiveness. So we decided to test out whether it related to online transparency, collaboration, participation, and even trust in government, Turns out there is a huge relationship.

Online customer satisfaction directly impacts citizens trust in government. Not only that, online satisfaction impacts their likelihood to participate and collaborate with an agency in the future. Highly satisfied federal website visitors are:
• 49% more likely to trust the agency or department overall;
• 54% more likely to participate in communication with the agency online or offline in the future;
• 73% more likely to collaborate with the agency online in the future using interactive features such as wikis or blogs;
• 54% more likely to return to the site;
• 78% more likely to recommend the site;
• 77% more likely to use the site as a primary resource for interaction with the agency overall.

This strikes me as huge. Just by improving the website, you can impact trust, collaboration, and even cost-saving behaviors like using the site as a primary resource.

So how do you increase satisfaction? It's going to differ from site to site, depending both on existing strengths and weaknesses and on the site's mission. But in aggregate, we found that the top priorities are online transparency and online search. That means that focusing on those two things will have the greatest impact on online satisfaction.

So in short, online transparency leads to online satisfaction. Online satisfaction leads to trust, collaboration, participation, cost savings, efficiency, effectiveness, and a chicken in every pot.

We're really excited about the potential of this research. Stay tuned for more details in the coming weeks.

Comments

[fsbo]

According to the research, increased transparency drives satisfaction, and
citizens who are highly satisfied with a given federal website (satisfaction
scores of 80 and higher on the study`s 100-point scale) are much more likely to
engage in desired outcomes than less satisfied citizens (fsbo

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