Satisfaction with E-Gov Hits New High

Great news from the American Customer Satisfaction Index (ACSI) E-Government Index today: an all-time high. In fact, the highest score in six years of measurement and the biggest quarter-over-quarter increase ever.

Download the full, free report here.

So, to what do I attribute the increase?

1) We are almost a year into the most tech-savvy presidency in history. At times, it has seemed to me that President Obama has struggled to find footing with social media recommendations that could confuse priorities and shift attention away from the core business of e-government: communication information via the web. But I think this study is pretty convincing evidence that as he settles into his stride, his leadership is improving e-gov. The score didn't go up just a little bit. It went up 2% and almost 2 points to 75.2. This represents almost 300,000 citizen surveys, so an increase of two points and 2% is significant.

2) We did some analysis and found the longer a federal website has been measuring satisfaction, the bigger the improvements, over both the long term and short term. Those that have been measuring 5 or more years had the biggest increases, followed by those who have been measuring for four years, and so on. After all, you can't manage what you can't measure. So while the Obama administration deserves some of the credit, the truth is that the sites with the biggest increases have been watching these issues for YEARS, long before President Obama was even elected to national office. Federal web managers have been working HARD on this stuff, and there is a core group running e-gov that is really committed to listening to Voice of Citizen. They are committed to using e-gov to better serve the citizenry, and they can't do that without understanding what citizens want and need from their government online.

It's an exciting time for e-gov. While we will doubtless see ups and downs over the next quarters, satisfaction overall has been on the upswing, even outperforming some private sector industries. E-gov is one of the things that the federal government seems to be doing really well for the most part. There is always room for improvement, especially if expectations continue to increase. But there are a lot of individual sites doing very, very well.

Comments

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In the general sense, e-government can refer to such mundane uses of electronics in government as large-scale use of telephones and fax machines, surveillance systems, tracking systems such as RFID tags, and even the use of television and radios to spread government-related information. In this sense, e-government is not a new phenomenon by any means.

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The federal government can save overhead costs related to call centers and localized office locations by meeting citizens’ online needs and expectations. Citizens who are highly satisfied with a federal government website are 86% more likely to use the website as a primary resource (as opposed to other, more costly channels), 79% more likely to recommend the website, and 52% more likely to return to the website.

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Federal Web sites continue a trend of improving satisfaction, reaching a new all-time high in the fourth quarter according to the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index.

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The Social Security Administration (SSA) scored the top three sites in customer satisfaction, with the SSA Retirement Estimator leading at 89 percent.

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The federal government can save overhead costs related to call centers and localized office locations by meeting citizens’ online needs and expectations.

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The federal government can save overhead costs related to call centers and localized office locations by meeting citizens’ online needs and expectations.

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Citizen satisfaction with Federal government websites is at an all-time high with the largest quarter-over-quarter increase to date, according to the third quarter 2009 release of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index.

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Top federal department-wide performers in the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index for the third quarter of 2009 were:Social Security Administration, Health and Human Services, Justice, Defense, Commerce, Treasury, State, Agriculture.

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Federal Web sites continue a trend of improving satisfaction, reaching a new high in the fourth quarter according to the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index.

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The Social Security Administration (SSA) scored the first three sites in customer satisfaction with SSA Estimator leadership retreat in 89 percent.

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Sometimes, I felt that President Obama has struggled to find footing with the recommendations of social media that could confuse the priorities and neglect the attention of the principal activity of eGovernment: communication of information through the web.

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Sometimes, I felt that President Obama has struggled to find footing with the recommendations of social media that can confuse the priorities and direct attention away from the main activity of eGovernment: Communication of information through the web.

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