During the third quarter of 2017, we saw major natural disasters, as well as a live science lesson in the form of the total solar eclipse. While there was no shortage of information flowing from many sources, the significant uptick in satisfaction to the most improved site confirms that citizens turned to the government for quality and accurate information. The NOAA Satellite and Information Service saw a 7-point increase to 74. Coming in a close runner up is the digital experience of U.S. Marines (marines.mll) with a 5-point increase and an 83 FXI score that stands as a testament to the investment made in the site in the areas of content and usability.
The state of digital government experience remained strong in Q3 2017 with an overall FXI score of 75.9 and 77.6 for mobile, despite a slight dip compared to the previous quarter. The two top drivers of satisfaction for digital government experience for the quarter were Site Information at 45% (the extent to which information is thorough and provides answers to questions) and Information Browsing at 40% (the ability to sort information, narrow choices, and the usefulness of site features). Clear and easy-to-understand content goes a long way, and the Social Security Administration’s “Extra Help with Medicare Prescription Drug Plan Costs” site took the top spot for most satisfied at 91 points.
When E-Government shines, so does the rest of government, with 88% of citizens more likely to use these websites as a primary resource and 55% more likely to return to those sites. And, delivering a great digital experience directly impacts the cost to serve. For example, one federal agency ForeSee partners with saw a 5% decrease in calls to its contact center after making improvements to its website that answered citizen questions more efficiently. The lowered call volume saved nearly $6 million annually. A focus on measuring citizen experience and identifying the changes that will have the biggest impact has the potential to deliver millions in cost savings.
For additional insights and data about the citizen experience of digital government, download the Q3 2017 FXI: E-Government Report now.