March 09, 2016 | Dave Lewan

Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index


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Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index.

egov_cover_q3_20152This special edition report measures over 185,000 citizen responses for the fourth quarter 2015, revealing that satisfaction with digital government is high – rivaling private sector customer experience. The study ranks 101 federal websites to measure the effectiveness of their customer experience efforts and highlights key areas for improvement. Over 10 million citizen responses have been measured over the 12 years of the index’s existence.

Key Findings From This Quarter’s Index

  • The Social Security Administration (SSA) has the highest-scoring public sector sites with scores of 90 and 89, which is higher than the top-scoring and most successful private-sector sites like (86), (80), Google (78), Pinterest (78), Expedia (77) and (76).
  • In 2015, the number of e-government sites with an 80+ rating jumped from 30% to 36%.
  • Overall citizen satisfaction is currently at 75.1, up from 70 in 2003 when the first E-Gov Index was published.  
  • Top priorities for improvement are navigation and search features.

In honor of the 50th anniversary of the E-Government Satisfaction Index, ForeSee is recognizing the best-performing departments, agencies, and programs on April 4, 2016 at the ForeSee E-Government Forum in Washington, D.C. The inaugural ForeSee Excellence in Customer Experience Awards will represent best performance in the current index, for all of 2015, and over the 12-year history of the study.

Interested in learning more about why ForeSee is the gold standard in CX measurement for the public sector? Download your copy of the 50th ForeSee E-Government Satisfaction Index today.

Local to the D.C. area? Register to attend ForeSee’s 2016 DC Forum: Getting the Digital “Citizen Experience” Right.

Categories: Government

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.

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