Higher citizen satisfaction with government websites than industry counterparts


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Federal websites have continued their trend of online citizen satisfaction, despite the saliency of healthcare.gov’s failures, according to a study by ForeSee and the American Customer Satisfaction Index.

Websites across 105 federal agencies scored an average of 74.9 on a scale of 100 in citizen satisfaction. A score of 80 or above is considered excellent, according to the third-quarter ACSI E-Government Satisfaction Index.

“In recent years, the federal government has invested significant time and resources in digital initiatives with the aim of providing more cost-efficient channels for communication – understanding that a positive experience will keep citizens coming back to the online functions rather than opting to use costlier channels,” Dave Lewan, vice president at ForeSee, said in a statement.

Private sector websites such as business, news and social media sites averaged a score of 71.8. The study also found three of the Social Security Administration sites scored a 90, beating all government and private sites.

Even with healthcare.gov in shambles, the Department of Health and Human Services websites scored high with MedlinePlus receiving an 88 and Cancer.gov scoring an 82.

The study did note the government has failed to increase its average score for the past four years.

More than one-third of respondents said they used their mobile phone to access a federal site, and more than half of government website visitors said they use their phone to access the Internet.

“As more citizens continue to access the Internet using mobile devices, mobile site improvement presents one of the best opportunities for the government organizations to improve citizen satisfaction and increase usage rates,” said Larry Freed, president and CEO of ForeSee.

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Agencies, Departments, HealthCare.gov, Larry Freed, mobile and wireless, mobility, Social Security Administration, Tech
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