August 29, 2017 | Dave Lewan

A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report) 


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Citizen Satisfaction

“It’s the quality of the ordinary, the straight, the square, that accounts for the great stability and success of our nation. It’s a quality to be proud of…” — President Gerald Ford

We live in an era of divided opinions, much of which was amplified in the last presidential election. You need only glance at news headlines on any given day for confirmation. And for many citizens, myself included, this means a great deal of uncertainty with our government. While stability may seem hard to come by, nothing further could be true when it comes to citizen satisfaction with E-Government according to our latest research.

Why is this sort of stability important to note? Because people still need access to information and news related to federal agencies involved with health, finances, employment, and more. They still require a stellar experience when using portals, applying for jobs, and making required transactions via government digital services. These things matter as much as making sure the trains run on time for people in busy cities. Doing so builds greater trust in government, and strengthens the notion that federal government has not abandoned us. It’s something ForeSee is proud to provide hard empirical data to back up in the form of survey responses from tens of thousands of citizens.

E-Gov Report Q2 2017

Find additional commentary and data about the citizen experience in the latest FXI: E-Government Report, available now.

And for the second quarter of 2017, satisfaction with E-Government saw an increase overall. Additionally, trust in government also increased by 2% (up to 60% compared to 58% trust last quarter).

What’s more encouraging, especially for the hardworking professionals focused on improving the citizen experience, is that providing a highly satisfied experience makes citizens 90% more likely to use the digital channel as their primary resource (up 3% compared to last quarter) and 106% more likely to recommend it to friends, family, and other citizens (up 5% from Q1 2017). These figures are even greater for satisfaction of mobile government CX, as you’ll see in the following report.

I’ll conclude with this: while it may seem like the stability provided by ever-increasing satisfaction of digital government services is disconnected from the uncertainty in the world around us, it is indeed important.

For additional insights and data about the citizen experience of digital government, download the Q2 2017 FXI: E-Government Report now. 

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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