June 07, 2016 | The XM Blog

Mobile Managers Answer The Call In 51st E-Government Satisfaction Index


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Today we’re releasing the 51st consecutive ForeSee E-Government Satisfaction Index, a report showing comprehensive reflection of the citizen experience with federal government websites. The report serves as a critical checkpoint for evaluating the success and performance of the federal government’s online initiatives.

The latest Index also serves as a reminder of the growth and importance of the role mobile plays in driving the overall success agencies have meeting the needs of citizens.

egov_q1-2016-CoverKey Findings:

  • Citizens will provide their opinion. Over 220,000 responses were collected for the Q1 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-government outperforms overall government in citizen satisfaction. Average citizen satisfaction with e-government (75.5) 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) coming in with a 91 score for the quarter.
  • Not just SSA. SSA was not the only organization meeting or exceeding the excellence threshold: 34 sites (33.7%) had scores of 80 or higher.

Interested in learning more about why ForeSee is the gold standard in CX measurement for the public sector? Download your copy of the Q1 2016 ForeSee E-Government Satisfaction Index today.

Categories: Government

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As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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