August 30, 2017

Latest ForeSee E-Government Benchmark Shows Citizen Experience Scores Up Slightly For Second Quarter In A Row

E-Government Sites And Services Remain A Source Of Stability In The Current Administration

ANN ARBOR, Mich. (August 29, 2017) — ForeSee, the leading provider of voice of customer (VOC) solutions for federal government, has released its 2017 Q2 report examining citizens’ experience with federal e-government, including benchmarks for desktop and mobile experiences. Findings in the 56th edition of the ForeSee Experience Index (FXI): E-Gov indicate that citizen experience (CX) with federal websites has risen for the second quarter in a row to 76 (on the study’s 100-point scale), representing a slight increase of 0.2 points compared to the previous quarter.

“The federal government should feel good that citizens continue to value the online services and information they provide,” said Dave Lewan, author of the ForeSee Experience Index (FXI): E-Gov and Vice President at ForeSee. “We are also excited about the spirit and intent of the proposed Federal Agency Customer Experience Act of 2017, which could help calibrate and improve the overall citizen experience.”

  • The latest report reveals that when a citizen has a great experience on an e-gov website, they are:
    90% more likely to use that website as their primary resource, which has the ability to drive the desired outcome of this administration; delivering more at a lower cost
  • 106% more likely to recommend the website to a friend or family member
  • 60% more likely to trust in the government.

The data for mobile benchmark also came in strong, since highly satisfied visitors are:

  • 76% more likely to use the site or app as a primary resource
  • 140% more likely to recommend the app or site to a friend or family member
  • 92% more likely to return to the app or site.

Key findings from the Q2 2017 index include:

  • Average citizen experience with federal websites is up 0.2 points from 75.8 in Q1 2017, and up 0.7 overall for the year.
  • Extra Help with Medicare Prescription Drug Plan Costs not only has the highest score of any federal website this quarter, but the site is one of the highest scoring sites ForeSee measures across the public and private sector (+4 from last quarter to 93).
  • SSA Retirement Estimator (holding steady at 91) and SSA iClaim (holding steady at 89) also top the FXI and outperform many private sector sites.
  • The most improved sites this quarter include USDA Food Safety and Inspection Service (+7 to 77), HHS National Institute of Arthritis and Musculoskeletal and Skin Diseases (+5 to 82), and Social Security Administration iAppeal (+5 to 82).

The ForeSee Experience Index: E-Gov is a comprehensive reflection of the citizen experience with federal government websites. It is a critical benchmark for evaluating the success and performance of the Federal Government’s online initiatives. ForeSee collected and measured more than 182,000 responses across more than 90 federal government websites and 20 mobile sites and apps this quarter. ForeSee’s proven methodology and technology enables agency leaders to determine which website and app improvements will have the greatest impact on usage — leading to greater overall trust in government and reduced operational costs.
Now in its fourteenth year, this marks the 56th consecutive quarter that ForeSee has reported on the state of e-government citizen experience. Download this quarter’s FXI: E-Government report.


About ForeSee

ForeSee helps government departments, agencies 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.