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GCN : March 2015
[BrieFing] Thirty-one percent of federal govern- ment sites provide an excellent govern- ment experience for citizens, according to the ForeSee E-Government Satisfac- tion Index. ForeSee, a customer experience analytics provider, gathered 220,000 survey responses across 100 federal government websites, as well as mobile sites and applications. The index, which quarterly measures citizen satisfaction with e-government, is now in its 12th year. On a 100-point scale, average citizen satisfaction was slightly up in Q4 (75.1 points) from 75 in Q3. Scores 80 and above are ranked as having highly satis- fied visitors. Below 70, sites are rated as having highly dissatisfied visitors. Inter- estingly, average citizen satisfaction with e-government substantially outscored citizen satisfaction with overall govern- ment, which was 64.4, according to the American Customer Satisfaction Index Federal Government Report. The Social Security Administration’s Extra Help with Medicare Prescrip- tion Drug Plan Costs site was the top performer (90) and outscored some of the top private-sector sites such as Amazon (83), L.L . Bean (82) and Apple (80), according to the Answers Experi- ence Index: 2014 Retail Edition. Only 31 sites achieved an excellent rating. The lowest ranked site was the Department of Veterans Affairs’ main website – va.gov (56). The most improved site was the Internal Revenue Service’s main site, IRS.gov, which achieved a citizen satisfaction score of 72 in Q4 – a 15 point increase from Q3. The most likely driver, according to ForeSee, was Direct Pay, which allows citizens to pay taxes directly from a checking or savings account at no additional cost. On the downside, satisfaction with mobile sites and apps decreased. Ag- gregate satisfaction was 77 in Q4, down from 78 in Q3. “In order to help improve the citizen experience on mobile websites and applications, government agencies need to prioritize several areas of focus regarding their mobile offerings,” said Dave Lewan, vice president of ForeSee. The top priority should be navigation, followed by look and feel of site infor- mation, he said. ForeSee further divided site rankings according to top gainers and site func- tions, including the Bureau of Eco- nomic Analysis, NIH’s Senior Health and DOD’s Tricare.mil. “Why does satisfaction matter? If agencies can deliver a satisfactory experience, the likelihood of desired outcomes is increased,” said Lewan. “For example, for this quarter’s index, highly satisfied website visitors were 83 percent more likely to use the website as a primary resource (versus a more costly channel like the contact center) and 80 percent were more likely to put their trust behind the agency. “ “For mobile, those who were highly satisfied with their experience were 85 percent more likely to return to the site or app and a whopping 118 percent more likely to recommend the site or app!” he added. Navigation, search, functionality and online transparency are driving satis- faction, said Lewan. “It’s important to note that online transparency (providing thorough, easy-to-find information on a site) has been proven to be a driver of increased trust in the agency,” he added. • SSA websites big winners in user satisfaction survey Of the top ranked sites, five of the top 10 were from SSA. Here are the top 10 sites, from highest to lowest score. SSA’s Extra Help with Medicare Prescription Drug Plan Costs (90) SSA’s Retirement Estimator (89) National Institutes of Health Senior Health (88) SSA’s Social Security Business Services Online (88) My Social Security (88) SSA iClaim (88) Health and Human Services MedlinePlus (87) HHS MedlinePlus in espanol (87) U.S . Citizenship and Immigration Services Espanol (87) American Battle Monuments Commission (85) Top 10 agency sites BY KATHLEEN HICKEY 14 GCN MARCH 2015 • GCN.COM 1 2 3 4 5 6 7 8 9 10 0315gcn_006-015.indd 14 3/5/15 12:42 PM