Other highly ranked federal sites were www.nasa.gov, the main site for the National Aeronautics and Space Administration, with a score of 79; www.ers.usda.gov, run by the Agriculture Department's Economic Research Service, with a score of 76, and www.firstgov.gov, the government-wide portal operated by the General Services Administration, at 74.
The results come from the first snapshot taken by the E-Government Satisfaction Index, produced by the University of Michigan. The ratings are based on the university's American Customer Satisfaction Index, which was created in 1994 to track the quality of goods and services from the viewpoint of the consumer.
Twenty-two federal agencies participated in the customer survey through ForeSee Results, which helps agencies analyze user feedback to improve their Web sites. The university and the company plan to publish quarterly reports tracking e-gov development.
An analysis of the first round of scores prepared by Larry Freed, president of ForeSee Results, found that 4women.gov and firstgov.gov experienced surges in customer satisfaction levels after using survey data to reorganize the way services and information were presented to the public. Firstgov.gov, for example, which was launched three years ago, was most recently modified in May.
Freed's report says that 4women.gov "has done a particularly good job of taking the 'government approach' out of its Web site" by creating an appearance that "Web users generally experience on the better commercial sites." The site provides an array of health news, advice and other information that is organized "largely in line with how even a casual surfer would expect to encounter this information," the report says.
NASA offers "crisp, well-organized sites" that address "specific types of needs its constituencies have, rather than imposing unwanted material on surfers," the report says.
In an interview, Freed praised NASA for quickly converting to a "splash page" providing updated information after the shuttle Columbia broke up in the skies over Texas in early February. "It is a great case study in how to deal with an unfortunate situation," he said.
Freed also said he was a big fan of the firstgov.gov portal, which he called "an incredible site" that incorporates a search engine to find information on 22,000 other federal Web sites.
Freed said that many such sites know little about their customers because they are prohibited from using "cookies" and other devices to mine information about the people who click on their Internet pages. The satisfaction index uses a pop-up survey form, which takes users two or three minutes to complete, as a way to gather data on a voluntary basis.
Overall, the 22 agencies covered by the survey scored an average of 70.9 on the 100-point scale. That's about three points behind the ACSI national average and compares well with the index's average e-business score of 71.4, the Freed report says.
On the Go at HHS
It's physical fitness time at the Health and Human Services Department.
HHS Secretary Tommy G. Thompson is challenging the department's employees to voluntarily engage in moderate physical activity for at least 30 minutes a day from Sept. 22 through Oct. 31. A Thompson spokesman said that taking the stairs, conducting "walking meetings" outdoors and doing other moderate physical activities will be encouraged under "the secretary's challenge."
The employee challenge is part of Thompson's "Steps to a Healthier US" project. Since joining the Bush administration, Thompson has lost 15 pounds by exercising and watching his diet, the spokesman said. He walks and does sit-ups and push-ups each morning, the spokesman said.
Quelle: Washington Post
