Act with Certainty

The ForeSee blog for CX professionals and the Voice of Customer community.

E-Gov satisfaction remains virtually unchanged despite a turbulent election season

Government Satisfaction

Calling the 2016 Presidential election season “turbulent” would be a modest way of describing it, many may agree. But despite that, citizens’ satisfaction with online government services remains high, according to the latest research from ForeSee’s Government team.

Citizen satisfaction with websites operated by the U.S. government matters greatly for a variety of reasons, including increasing satisfaction in overall government itself as well as being able to predict future outcomes of citizen behavior with those channels. To this end, ForeSee tracks the progress of E-Government with its E-Gov Satisfaction Index report each quarter.

Download the latest E-Government Satisfaction Index now.

Download the latest E-Government Satisfaction Index now.

In the Q3 E-Gov Index, release today, highly satisfied website visitors were 89% more likely to use the website as a primary resource (versus a more costly channel like the contact center) and 57% more likely to put their trust behind the agency. For mobile, those who were highly satisfied with their experience were 80% more likely to return to the site or app and a whopping 119% more likely to recommend the site or app!

This is the 53rd consecutive quarter ForeSee has reported on the state of E-Government, beginning in Q3 2003. Overall, this quarter’s index moved down insignificantly, with an aggregate score of 74.8 — down from 75 in Q2 2016.

Some additional details on this quarter’s index:

  • Citizens will provide their opinion. Over 230,000 responses were collected for this index. This demonstrates that citizens are willing and able to provide feedback to government site managers — helping agencies and departments, with the use of ForeSee’s methodology, to determine which site improvements will have the greatest impact on future usage and recommendations.
  • E-Government outperforms overall government in citizen satisfaction. Average citizen satisfaction with E-Government is 74.8 compared to 63.9 for overall government, according to the ACSI Federal Government Report 2015 (released January 2016).
  • Highlighting sites with stellar performance. Social Security Administration continues to lead the pack, with Extra Help with Medicare Prescription Drug Plan Costs (socialsecurity.gov/i1020) and SSA iClaim (socialsecurity.gov/applyonline) both coming in at 90 for the quarter. SSA was not the only organization meeting or exceeding the excellence threshold. Thirty-two sites (31.7%) had scores of 80 or higher.
  • Top gainers for the quarter include NOAA Satellite and Information Service (nesdis.noaa.gov), FDIC Applications (www2.fdic.gov), American Battle Monuments Commission (abmc.gov), Bureau of Economic Analysis main website (bea.gov), Federal Railroad Administration (fra.dot.gov), National Library of Medicine main website(nlm.nih.gov), and U.S. Securities and Exchange Commission (investor.gov).

Interested in learning more about why ForeSee is the gold standard in CX measurement for the public sector? Download your copy of the Q3 2016 ForeSee E-Government Satisfaction Index today.



About the Author

Dave Lewan is responsible for managing the organization focused on the public sector, including federal and state government departments and agencies, non-profit organizations, associations and higher education institutions. He is charged with defining strategy and leveraging internal resources to initiate new business opportunities while delivering to existing ForeSee public-sector clients. Dave is also responsible for ForeSee’s growing Canadian business including public and private sectors. In 2016, Dave will serve as ForeSee liaison with the Partnership for Public Service for the Center for Presidential Transition, in an effort to educate some 4,000 appointees who will enter into the federal government from the private sector as part of the new administration. Prior to joining ForeSee in 2009, Dave led in key strategic areas at ADP, SalesLogix, Ultimate Software and Ceridian. Dave graduated from the University of Minnesota with a degree in speech communications.

Read more posts by Dave Lewan

Write a comment

Leave a Reply

Your email address will not be published. Required fields are marked *

*