|[October 26, 2010]
Transparency Helps E-Government Increase Citizen Satisfaction
ANN ARBOR, Mich. --(Business Wire)--
Citizens are quite satisfied with federal government websites that
provide a range of services, from securing benefits to serving as a
resource for research and information. The American Customer
Satisfaction Index (ACSI) E-Government Index climbs 0.8 percent to 75.3
on a 100-point scale, among the highest scores ever recorded and about
the same as it was a year ago.
A key driver of satisfaction with federal websites is online
transparency, and there is aggregate evidence of improvement in this
area as federal agencies work to comply with the Open Government
Initiative. According to the ForeSee Results/Nextgov Government
Transparency Study released last week, increased transparency leads to
citizen satisfaction and trust in government.
"Citizens are consumers of government services, and what makes them so
satisfied about federal websites is that they are generally able to find
what they want and accomplish what they have set out to do," said Larry
Freed, president and CEO of ForeSee Results. "This provides a win-win
for citizens: easier and more accessible information and services at a
lower cost to taxpayers."
High satisfaction with federal government websites increases the
likelihood that citizens will trust and participate in government, among
other benefits. According to the study, highly satisfied citizens (those
who score 80 or higher in satisfaction) rate their trust in the
government unit 58% higher than dissatisfied citizens and are:
55% more likely to participate in government;
80% more likely to use the website as a primary resources, as opposed
to other more costly channels like a call center;
52% more likely to return to the website.
E-Government continues its dominance in overall governmnt in terms of
customer satisfaction. The Q3 2010 e-government score is 10 percent
higher than the overall federal government score of 68.7 measured in the
fourth quarter of 2009.
"There is often a disconnect between citizens' personal experience with
the federal government online and offline. Online sectors of the economy
typically perform better than offline sectors in terms of customer
satisfaction, and with government services it is no different," said
Claes Fornell, founder of ACSI and a business professor at the
University of Michigan.
ForeSee Results employed the methodology of the American Customer
Satisfaction Index to survey more than 275,000 visitors to 113 federal
websites in the third quarter of 2010. The full study reports individual
scores for each of the 113 websites on the ACSI's 100-point scale. A
copy of the report is available at www.ForeSeeResults.com.
ABOUT FORESEE RESULTS
As the leader in online customer satisfaction measurement, ForeSee
Results captures and analyzes online voice of customer data to help
public and private sector organizations increase loyalty,
recommendations and website value. Using the methodology of the American
Customer Satisfaction Index (ACSI), ForeSee Results identifies
improvements to websites and other online initiatives that drive
customer satisfaction. With more than 50 million survey responses
collected to date and benchmarks across dozens of industries, ForeSee
Results offers unparalleled expertise in customer satisfaction
measurement and management. ForeSee Results works with clients across
the public and private sectors.
ForeSee Results, a privately held company, is located in Ann Arbor,
Michigan, and on the web at www.ForeSeeResults.com.
ABOUT THE ACSI
The American Customer Satisfaction Index (ACSI) is the only uniform,
national, cross-industry measure of satisfaction with the quality of
goods and services available in the United States. In 1999, the federal
government selected ACSI to be a standard metric for measuring citizen
satisfaction. More than 100 Federal government agencies have used ACSI
to measure citizen satisfaction with more than 200 services and
programs. The Index was founded at the University of Michigan's Ross
School of Business and is produced by ACSI, LLC. ForeSee Results
sponsors the e-government index.
ABOUT THE FEDERAL CONSULTING GROUP
The Federal Consulting Group (FCG) operates as a fee-for-service
franchise in the National Business Center (Dept of the Interior) and
serves as the executive agent in the government for the American
Customer Satisfaction Index (ACSI). The Federal Consulting Group uses a
generic clearance from the Office of Management and Budget to obtain
expedited approval of ACSI surveys as required by the Paperwork
Reduction Act. This enables agencies to conduct ACSI surveys without
obtaining a separate clearance. Agencies can assess and improve
programs, call centers and websites using the ACSI methodology through
an Interagency Agreement with the Federal Consulting Group.
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