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Q3 2013 e-gov commentary FINAL.pdf

Q3 2013 e-gov commentary FINAL.pdf

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Published by Lydia DePillis
American Consumer Satisfaction Index and Foresee annual eGov survey
American Consumer Satisfaction Index and Foresee annual eGov survey

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Published by: Lydia DePillis on Oct 29, 2013
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ACSI E-GOVERNMENT SATISFACTION INDEX (Q3 2013)
EXECUTIVE SUMMARY
This quarter’s report on the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Indexhas three parts:
>Part 1: Introduction – Mobile Naturalization in Digital Government.
Citizen satisfaction scoreshave hovered around 75 for the past four years. The bad news is that citizen satisfaction scores havenot increased over this period. One major in
uence impacting citizen expectations is the growingavailability of mobile as a direct line for citizens to interact with government organizations,agencies, and departments. Thus, as mobile is the next natural step for citizens, it should be thelogical next step for the digital federal government to measure and manage. This section alsoshares mobile insights across a handful of agencies, departments, and organizations that askedcitizens additional questions regarding mobile use.
>Part 2: Citizen Satisfaction.
This is a quarterly update on citizen satisfaction with e-government atthe aggregate level, including individual satisfaction scores for the 105 federal government websitesparticipating in the Index. Key
ndings include:
Citizen satisfaction with the e-government experience remains steady in Q3 2013.
The thirdquarter of 2013 registered an average citizen satisfaction score of 74.9, which is insigni
cantlydown from 75.0 in Q2 2013. The Social Security Administration’s (SSA) Retirement Estimator, SSA’siClaim, and Extra Help with Medicare Prescription Drug Plan Costs each scored a 90 to lead theIndex. See a complete list of individual agency scores on page 8. 
E-government outperforms overall government in citizen satisfaction.
Each year, it isclear that citizens prefer to interact with the federal government via the Internet. Average citizensatisfaction with e-government continues to outperform average citizen satisfaction with theoverall federal government, recording a score of 74.9 for Q3 2013 compared to 68.4 for the overallfederal government in the ACSI’s 2012 U.S. Federal Government Index.
 
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ACSI E-GOVERNMENT SATISFACTION INDEX (Q3 2013)
 
Why measure satisfaction?
Highly satis
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.

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