E-Gov survey shows satisfaction slipping a bit

ANN ARBOR — The Ann Arbor customer experience consultant ForeSee says citizen satisfaction with government services provided online slipped a bit in the third quarter of 2017.

The ForeSee Experience Index E-Government edition stood at 75.9 on the company’s 0 to 100 scale during the quarter, down from 76 in the second quarter.

“Our latest benchmark confirms that citizens value the content and online services that government provides,” said Dave Lewan, author of the report and a ForeSee vice president. “Delivering a great digital experience directly impacts the cost to serve, and that is something we think the proposed Federal Agency Customer Experience Act of 2017 can help address.”

The third quarter report shows that when a citizen has a great experience on federal government website, they are 88 percent more likely to use that site as their primary resource and 55 percent more likely to return to those sites.

ForeSee says a focus on measuring citizen experience, and identifying the changes that will have the biggest impact, has the potential to deliver millions in cost savings. For example, one federal agency ForeSee partners with saw a 5 percent decrease in calls to its contact center after making improvements to its website that answered citizen questions more efficiently. The lowered call volume saved nearly $6 million annually.

Key findings from the Q3 2017 index include:
* The most improved sites this quarter include the NOAA Satellite and Information Service, up 7 to 74 and U.S. Marines’ marines.mil, up 5 to 83.
* The Social Security Administration’s “Extra Help with Medicare Prescription Drug Plan Costs” site took the top spot for most satisfied with a score of 91.

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 180,000 responses across 94 Federal Government websites and 23 mobile sites and apps this quarter.

Now in its 14th year, this marks the 57th consecutive quarter that ForeSee has reported on the state of e-government citizen experience. Download the Q3 2017 FXI: E-Government report at this link. http://learn.foresee.com/the-foresee-e-government-satisfaction-index-q3-2017

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