IfG.CC -
Institute for eGovernment

Citizen satisfaction with federal government websites ended a losing streak by improving for the first time in a year, according to the second quarter report of the University of Michigan's American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index. The Index rose 0.7% to 72.9 on the ACSI's 100-point scale. The study also found that increasing satisfaction drives citizens to use the web-channel as a primary resource, which can save tax dollars by channeling citizen inquiries away from more expensive channels like call centers.

The improvement was a pleasant surprise to Gov. Bob Riley's office.

"Gov. Riley has put a special emphasis on refining state government so that it operates more efficiently...," said Riley spokesman Jeff Emerson. "We're moving up steadily in the ranking."

Citizen satisfaction with federal government services declined slightly in 2009, according to the annual federal government report from the American Customer Satisfaction Index (ACSI). The federal government index drops 0.3% to 68.7 on the ACSI 100-point scale. But this small decline does not erase the improvement from a year ago, when satisfaction rose 1.6% to 68.9.

The new ACSI data indicate that although Americans’ trust in Government remains low, it is not getting worse and has actually improved somewhat, in part as a result of the higher satisfaction with federal government services in the past two years.

Citizen satisfaction with federal government websites declines for a third consecutive quarter, according to the first quarter report of the University of Michigan’s American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index. The Index aggregate score for the first quarter of 2008 fell to 72.4 on ACSI’s 100-point scale, its lowest score in thee years and a full point lower than one year ago.

E-Government continues to improve, according to the latest report by the American Customer Satisfaction Index (ACSI). This quarter the ACSI measured 54 e-government websites to produce the current aggregate e-government satisfaction score of 71.2 on a 0-100 scale, a 1.2% increase over last quarter and a 5.4% increase from a year ago.

The American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index maintains the highest level of citizen satisfaction with online government since the Index began seven years ago.

Citizen satisfaction with some government Web sites is lagging, according to the latest E-Government Satisfaction Index from the American Customer Satisfaction Index, a project by the University of Michigan, the American Society for Quality and the consulting firm CFI Group. The index, sponsored and analyzed by the online strategy firm ForeSee Results, measured 53 government sites in the third quarter of this year.

Customer satisfaction with government sites declined for a third consecutive quarter and has fallen to its lowest overall rating since 2005, according to the University of Michigan’s E-government Satisfaction Index for the quarter ending this month, according to a new report issued Tuesday.

A team of researchers from the Taubman Center for Public Policy at Brown University examined 1,548 state and federal sites. The researchers analyzed 1,487 state Web sites – an average of 30 per states – in addition to 48 federal legislative and executive sites and 13 federal court sites. The research team conducted its analysis during June and July.

Citizen satisfaction with online government Web sites declined by nearly half a percentage point from the last quarter to an aggregate score of 73.3 (on a 100-point scale), according to the American Customer Satisfaction Index (ACSI), which measures satisfaction with the quality of goods and services across multiple industries in the U.S.

Building brand loyalty is vital to the success of any business--online or off. A survey released Monday of selected federal E-government Web sites shows that they've been successful in creating a loyal following among the citizenry.

In a GCN telephone survey on mobile and wireless communications, 86 percent of agency managers said their agencies use wireless communications technologies for agency business and continuity of operations.

Citizen satisfaction reached an all-time high for the U.S. General Services Administration's (GSA) main Web site, www.gsa.gov, as reported in the first quarter 2008 release of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index.

The Digital States Survey identifies the top 25 states in terms of their best practices, policies and progress in using technology to better serve their citizens and streamline operations.

"Michigan has been very dedicated in this area," said Cathilea Robinett, executive director/executive vice president of The Center for Digital Government and the Center for Digital Education. "The former governor put a lot of these initiatives in place and the current governor has kept up the pace."

Nevada County's eGovernment effort belies its small size and rural-to-frontier geography. The County continuously embraces advanced technologies, attracting high technology firms looking for a cleaner and more relaxed environment for some of their more specialized employees.

More than 60 percent of respondents said they either agreed or strongly agreed that architecture with open-source code is valuable and should be adopted.