Snapshot

When agency websites outshine Amazon and Apple

ForeSee, Answer Corporation’s customer experience analytics solution, has released its E-Government Satisfaction Index report for Q2 of FY 2014. The survey shows the progress agencies have made in providing digital services to citizens via websites -- ranking each of the 103 participating sites on a 100-point scale, based on data collected from 234,600 users.

In comparing the government scores with private sector findings, ForeSee found that the top e-government sites -- specifically from the Social Security Administration and the Department of Health and Human Services  -- often outrank top private-sector sites from the likes of Mercedes-Benz, Amazon, Apple and FedEx. 


Top E-Government Satisfaction Scores

An average score of 80 or higher was considered to be the “threshold for excellence… [in] meeting or exceeding citizen expectations,” with 33% of the participating federal sites achieving that goal.

Abbreviations
Website Website
SSA-1 Medicare Prescription Drug Plan Costs SSA-5 my Social Security
SSA-2 SSA Retirement Estimator HHS-1 MedlinePlus
SSA-3 SSA iClaim HHS-2 MedlinePlus en Español
SSA-4 SSA Business Services Online HHS-3 HHS Healthy People

The survey's results also showed that both mobile use and mobile satisfaction had increased for agencies since Q1 of FY 2014, with 39 percent of users reporting that they have used a mobile phone or tablet to access a federal website, and an average score of 79 from federal mobile and app users.

SOURCE: The ForeSee E-Government Satisfaction Index (Q2 2014)

About the Author

Jonathan Lutton is an FCW editorial fellow. Connect with him at jlutton@fcw.com

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