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.

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

FCW in Print

In the latest issue: Looking back on three decades of big stories in federal IT.


  • Anne Rung -- Commerce Department Photo

    Exit interview with Anne Rung

    The government's departing top acquisition official said she leaves behind a solid foundation on which to build more effective and efficient federal IT.

  • Charles Phalen

    Administration appoints first head of NBIB

    The National Background Investigations Bureau announced the appointment of its first director as the agency prepares to take over processing government background checks.

  • Sen. James Lankford (R-Okla.)

    Senator: Rigid hiring process pushes millennials from federal work

    Sen. James Lankford (R-Okla.) said agencies are missing out on younger workers because of the government's rigidity, particularly its protracted hiring process.

  • FCW @ 30 GPS

    FCW @ 30

    Since 1987, FCW has covered it all -- the major contracts, the disruptive technologies, the picayune scandals and the many, many people who make federal IT function. Here's a look back at six of the most significant stories.

  • Shutterstock image.

    A 'minibus' appropriations package could be in the cards

    A short-term funding bill is expected by Sept. 30 to keep the federal government operating through early December, but after that the options get more complicated.

  • Defense Secretary Ash Carter speaks at the TechCrunch Disrupt conference in San Francisco

    DOD launches new tech hub in Austin

    The DOD is opening a new Defense Innovation Unit Experimental office in Austin, Texas, while Congress debates legislation that could defund DIUx.

Reader comments

Please post your comments here. Comments are moderated, so they may not appear immediately after submitting. We will not post comments that we consider abusive or off-topic.

Please type the letters/numbers you see above

More from 1105 Public Sector Media Group