If federal agencies can deliver a satisfactory experience to citizens who use their digital services, the likelihood of desired outcomes is increased. In other words, you have a better chance of having citizens do what you’d intended for them to do when it comes to digital services.

In the latest index, for example, highly satisfied website visitors were 89 percent more likely to use the website as a primary resource (versus a more costly channel like the contact center) and 59 percent more likely to put their trust behind the agency. For mobile, those that were highly satisfied with their experience were 84 percent more likely to return to the site or app and a whopping 124 percent more likely to recommend it to others. As mentioned often by the team that creates these reports, a great mobile experience matters!

Download the Q2 2016 E-Government Satisfaction Index for more insights.

So, what’s driving satisfaction across government sites? “Navigation” and “search” are top drivers of satisfaction in this quarter’s index, followed closely by “look and feel,” “functionality,” and “online transparency.” It’s important to note, online transparency (providing thorough, easy-to-find information on a site) has been proven to be a driver of increased trust in the overall agency. But each organization’s site is different, so it’s essential to prioritize improvements that will have the greatest impact on satisfaction to drive the outcomes that an organization desires.

Some additional details on this quarter’s index:

• Citizens will provide their opinion. Nearly 220,000 responses were collected for the Q2 2016 E-Gov Index. This demonstrates that citizens are willing and able to provide feedback to government site managers to help 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-Gov beats overall government. E-government continues to outperform overall government in citizen satisfaction. Average citizen satisfaction with e-government is (75) versus 63.9, according to the ACSI Federal Government Report 2015 (released January 2016).
• Highlighting the sites with stellar performance. Once again, Social Security Administration leads the pack, with “Extra Help with Medicare Prescription Drug Plan Costs” (socialsecurity.gov/i1020), “SSA Retirement Estimator” (ssa.gov/estimator), and “SSA iClaim” (socialsecurity.gov/applyonline) all coming in with scores of 91 for the quarter.
• Exceeding expectations. SSA was not the only organization meeting or exceeding the excellence threshold: 34 sites (33.7%) had scores of 80 or higher.
• Top FXI score gains. Top gainers for the quarter include American Battle Monuments Commission (abmc.gov), Department of Defense portal (defense.gov), FSIS main website (fsis.usda.gov), National Library of Medicine main website (nlm.nih.gov), NOAA Satellite and Information Service (nesdis.noaa.gov), and NOAA Tides and Currents.

Interested in learning more about why ForeSee is the gold standard in CX measurement for the public sector? Download your copy of the Q2 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.

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