ACSI E-GOVERNMENT SATISFACTION INDEX (Q3 2013)
– Why measure satisfaction?
ed citizens are 92% more likely to use the federalwebsite they evaluated as a primary resource, 96% more likely to recommend the site, 64% morelikely to put their trust behind the agency, 54% more likely to return to the site, and 47% morelikely to participate with the agency in the future. See the chart and explanation on page 22.
– Search, Online Transparency, and Navigation are top priorities for improvement.
By using ascienti
c approach to measure e-government experiences through the eyes of the citizen, agencymanagers and government of
cials can determine which improvements will have the largest impacton satisfaction, thereby affecting future behaviors, such as those described on page 23.
>Part 3: Appendix A – Keeping Pace with Mobile: ForeSee’s Five Tips for a Better MobileExperience.
Eric Feinberg, senior director of mobile, ForeSee, shares
ve tips to help improve themobile experience in this abridged reprint of his whitepaper of the same name. While the examplesused are taken from the private sector, Feinberg believes that mobile excellence transcends allindustries, public and private.
PART ONE: INTRODUCTION
THE NATURALIZATION OF MOBILE INTHE DIGITAL GOVERNMENT
In spite of undulating citizen expectations and opinions of the federal government through the past decade,citizen satisfaction with the web arm of the federal government has actually remained fairly steady for morethan four years, hovering around the 75 mark.Citizen satisfaction scores, in fact, have remained at 75 or higher (on the study’s 100-point scale) for 15 ofthe last 17 quarters—since Q3 2009. The good news for e-government is that there has not been a majordecline in citizen satisfaction. The bad news is that citizen satisfaction scores have not increased over thisperiod either. Ideally, government of
cials need to address this problem by continuing to improve theexperiences they offer in order to meet the challenge of evolving citizen expectations.