Latest E-Gov Satisfaction Scores out on Tuesday.

I can't wait to share the latest American Customer Satisfaction Index (ACSI) scores for e-government due out Tuesday.  The results are remarkable.  We are now three quarters into the new "technology savvy" administration, and it will be interesting to see if this has had any impact on the satisfaction scores. 

This report is useful and interesting for a couple of reasons:

1) We can see the trend in citizen satisfaction with e-government overall. The trend over the last six years is generally up, though the recent trend has been stagnation. Tuesday's report will shed light on whether any of the efforts of the Obama administration have come to fruition in terms of improving citizen satisfaction with e-gov initiatives.

2) We can see how indivdual websites are doing compared to each other, compared to the private sector, and compared to themselves over time. There are 104 individual government websites included in the report from virtually every agency and department. Each website gets a score on a 100-point scale; the higher the better. Anything over 80 is generally considered excellent. Which websites have made the biggest improvements over the last quarter? Over the last year? Which sites are better than Amazon and Google? Which sites aren't doing so well?

3) We can quantify the role of online satisfaction on citizens' likelihood to return to the site, recommend it, even use it as a primary resource. We can do this in aggregate for the federal government overall, and for individual sites.

The data is being compiled and reported as we speak--everyone is busily getting everything together for the release on Tuesday.

This report is useful and interesting for a couple of reasons:

1) We can see the trend in citizen satisfaction with e-government overall. The trend over the last six years is generally up, though the recent trend has been stagnation. Tuesday's report will shed light on whether any of the efforts of the Obama administration have come to fruition in terms of improving citizen satisfaction with e-gov initiatives.

2) We can see how indivdual websites are doing compared to each other, compared to the private sector, and compared to themselves over time. There are 104 individual government websites included in the report from virtually every agency and department. Each website gets a score on a 100-point scale; the higher the better. Anything over 80 is generally considered excellent. Which websites have made the biggest improvements over the last quarter? Over the last year? Which sites are better than Amazon and Google? Which sites aren't doing so well?

3) We can quantify the role of online satisfaction on citizens' likelihood to return to the site, recommend it, even use it as a primary resource. We can do this in aggregate for the federal government overall, and for individual sites.

The data is being compiled and reported as we speak--everyone is busily getting everything together for the release on Tuesday.

Comments

[Bed tray table]

Analysis shows that one of the main drags on overall satisfaction is the inadequacy of search functionality on e-government sites.

[Caruso steam rollers]

The index shows that e-government satisfaction levels are roughly equivalent to citizens' evaluations of government-agency performance in general--and both online and offline means of interacting with government are trending upward.

[Black rain boots]

ACSI reports scores for over 100 different federal agency customer segments and two local government services (police and solid waste management), in addition to broad coverage of the private sector.

[Ice cream carts]

ACSI measures government agencies, companies, industries, and sectors annually, with new data replacing data from prior years. This allows government entities to track user satisfaction with the quality of their services over time and compare these results to other organizations in both the private and public spheres.

[Pit bike parts]

ACSI reports scores for over 100 different federal agency customer segments and two local government services, in addition to broad coverage of the private sector.

[Green screen backgrounds]

Satisfaction took a little dip when President Obama first took office, in part because people were waiting to see what happened with public support of openness, transparency, and trust (which plays right to e-gov’s wheelhouse), but that’s not the whole story, because federal managers were working on this stuff long before Obama took office and will continue to long after he leaves.

[Wood privacy fence]

From the tons of comments on your articles, I guess I am not the only one having all the enjoyment here! Keep up the excellent work.

[Pull behind mower]

This study investigates the effect of electoral systems on citizens' likelihood of behaving either as the delegate model or the psychological model predicts.

[Used canoes for sale]

The evidence suggests that attitudes toward parties are influenced both by citizens’ established orientations and by the alignment of party positions with citizens’ positions.

[Motorcycle turn signals]

The analysis shows that one of the main brakes on overall satisfaction is the inadequacy of the search functionality in the e-government sites.

[Die cutting machine]

The index shows that e-government satisfaction levels are roughly equivalent to the evaluations of the citizens about government performance, the agency in general - both online and offline through interaction with the government are uptrend.

[Pull behind mower]

ACSI reports scores over 100 different customer segments of federal agencies and two local government services (police and solid waste management), plus extensive coverage of the private sector.

[Privacy fence designs]

ACSI reports scores over 100 different customer segments of federal agencies and two local government services, and a wide coverage of the private sector.

[Wooden tool boxes]

We can see the evolution of citizen satisfaction with e-government in general.