May 23, 2017

Amidst Sea of Uncertainties, Citizen Experience Scores Edge Up During New Administration

Effective digital experiences can help the Trump administration achieve its cost-cutting goals

ANN ARBOR, Mich. (May 23, 2017) — ForeSee, the leading provider of voice of customer (VOC) solutions, has released its first 2017 quarterly study exploring citizens’ experience with federal e-government, including websites and mobile apps. Findings in the 55th edition of the ForeSee Experience Index (FXI): E-Government Report indicate that citizen experience (CX) with federal websites has risen to 75.8 (on the study’s 100-point scale), an increase of 0.5 points from last quarter. CX with mobile apps has increased 1.6 points as well, reaching a score of 79.4.

“We are excited about what we see as a renewed focus on the importance of gathering public feedback about government performance,” said Dave Lewan, author of the ForeSee Experience Index (FXI): E-Government report and Vice President at ForeSee. “Initiatives like the recently introduced Federal Agency Customer Experience Act of 2017 can help build efficiency into government by helping agencies collect and act on real-time citizen data.”

As benchmarked by ForeSee, when a citizen has a great experience on an e-gov website, they are 87% more likely to use that website as their primary resource, 101% more likely to recommend the website to a friend or family member, and 58% more likely to trust in the government. This has a ripple effect; digital channels offer a more efficient way for the federal government to provide its services to citizens because they are cheaper than other methods, such as call centers or brick-and-mortar customer service centers.

Key findings from the Q1 2017 index include:

  • CX with mobile websites and apps increased this quarter (up 1.6 points from 77.8) after experiencing a slight decrease last quarter.
  • SSA Retirement Estimator has the highest FXI Score (91), followed by Extra Help With Medicare Prescription Drug Plan Costs and SSA iClaim, which both scored 89.
  • The most improved sites this quarter include NOAA Satellite and Information Service (+7 to 79), Federal Railroad Administration (+7 to 70), the IRS (+7 to 69), the National Geodetic Survey (+6 to 81), and the EPA (+6 to 76).
  • The number of citizens who took a ForeSee survey on both websites and mobile apps increased (+12% for websites and +21% for mobile apps), indicating increased willingness to participate in government.

In short, CX matters a great deal because it enables the government to listen to customer feedback and continue to improve its websites and mobile apps. This, in turn, gives the citizens a better digital experience and encourages them to continue using these more efficient and effective channels. When the federal government allows CX to direct its efforts, however, it is also fulfilling one of its primary duties to ensure that it remains transparent and democratic by showing that it is listening to the voices of the citizens and willing to meet their needs.

 

This marks the 55th consecutive quarter that ForeSee has reported on the state of e-government citizen experience, beginning in the third quarter of 2003. Download this quarter’s FXI: E-Government report.

 


About This Report

The ForeSee Experience Index: E-Gov Report is a comprehensive reflection of the citizen experience with Federal Government websites. It is a critical measure for evaluating the success and performance of the Federal Government’s online initiatives. ForeSee collected and measured more than 200,000 responses across the Federal Government websites in this Index during Q1 2017. These high numbers demonstrate citizens’ willingness to share their experiences to help agencies and departments improve. The use of the ForeSee methodology and technology then enables agency leaders to determine which website and app improvements will have the greatest impact on usage.

About ForeSee

ForeSee helps government departments, and programs prioritize enhancements to the citizen experience with certainty. ForeSee® CX Suite allows public-sector organizations to manage all of their customer experience needs from one place, capture the entire customer journey, and prioritize their most critical CX issues. ForeSee clients include hundreds of federal, state, and local organizations that use VOC programs to measure performance and prioritize changes that enhance the citizen experience and lower costs. Founded in 2001, ForeSee is headquartered in Ann Arbor, MI and has offices in Washington D.C., New York, San Francisco, St. Louis, Cleveland, Vancouver, and London. For more information, visit www.foresee.com.