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Category Archives: Dave Lewan
E-Gov Starts 2013 on Steady Ground, Turns to Mobile
ForeSee today released its quarterly update on the 2013 Q1 ACSI E-Government Satisfaction Index that includes citizen satisfaction with e-government at the aggregate level, including individual satisfaction scores for the 103 federal government sites participating in the Index. Key findings include: Citizen satisfaction with the e-gov experience remains steady to kick off 2013. The first quarter of this year registered an average citizen satisfaction score of 75.1 where it has hovered for 14 of the past 15 quarters. The Social Security Administration’s (SSA) Retirement Estimator remains at the top of the list with a 91, followed by the SSA’s iClaim … Continue reading
Satisfaction with E-Government Steady in 2012
ForeSee released the 38th consecutive quarterly American Customer Satisfaction Index (ASCI) E-Government Satisfaction Index today, marking nearly 10 years of measuring citizen satisfaction with public-facing federal government websites. While citizen satisfaction scores for agency sites at an aggregate level did not change drastically throughout last year, we are seeing a drastic shift in the government’s priorities to become more customer-centric with the release of the Digital Government: Building a 21st Century Platform to Better Serve the American People initiative in May 2012. We applaud the effort and are anxious to see the plan roll out as milestones are reached through … Continue reading
Meeting the Customer Satisfaction Milestones of the Digital Government Strategy
While Monday officially kicked off a new Presidential term, January 22 marked the passing of a new milestone of the Digital Government Strategy. The report, released on May 23, 2012, set into place some aggressive deadlines to keep the digital government moving in a citizen-centric direction. Section 8.2 of the report requires a federal government agency or organization with a public-facing website to: one, report what tool they are using to measure customer satisfaction; and, two, eventually “Collect Required Data and Provide to the Digital Analytics Program.” The General Services Administration (GSA) is recommending agencies that do not know what … Continue reading
Federal E-Gov Registers Slight Dip in Q3 2012
Ahhh, there’s nothing like an election year to spur on Americans’ sentiment about the federal government. While there is little evidence that the 2012 presidential election has anything to do with it, we do, however, with the release of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index (Q3 2012) today, see a slight dip in the citizen satisfaction among the 106 federal agencies and departments measured in Q3 2012. After reaching an all-time high of 75.6 in Q2 2012, the aggregate satisfaction score registered a minor decrease this quarter, posting a 75.3. Regardless, citizen satisfaction has been at 75 … Continue reading
ForeSee to E-Gov: Don’t Mess Up Now! Part 3
There’s a lot that goes into measuring customer satisfaction and survey technology is just the tip of the iceberg albeit a very important part of the iceberg. It is great to gather information, but if you are going to put your site visitors through a survey, make sure you are making the most of the opportunity. Here are some quick thoughts on some survey “must do’s”: Make sure you are getting a representative audience to complete the survey. Without it, all you have are individual opinions. Granted there is some value there, but with a representative audience you are taking … Continue reading
ForeSee to E-Gov: Don’t Mess Up Now! Part 2
When I enthusiastically encouraged the digital arm of the federal government to “not mess it up now” regarding its new strategy to implement new initiatives that would provide an agency’s services and content via a mobile device (phone or tablet), I really meant it. So much so, in fact, I felt it deserved three posts to illustrate my point. In the first post, I talked a lot about the need for a proven methodology to measure customer or, in this case, citizen satisfaction. I used to think that having a sound methodology went without saying. I’m starting to second guess … Continue reading
Posted by Dave Lewan
Tagged American Customer Satisfaction Index (ACSI), Bad Metrics, E-Government, ForeSee Solutions, Mobile
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ForeSee to E-Gov: Don’t Mess Up Now!
On May 23, 2012, the federal government released its Digital Government: Building a 21st Century Platform to Better Serve the American People report. And in that document they set progressive and aggressive deadlines to keep digital government moving in a more citizen-centric direction. In ForeSee’s Q2 E-Gov report, federal government sites such as Social Security’s iClaim outperformed mega private sector sites such as Amazon.com and Google as far as customer satisfaction. This is huge. Titanic in fact. This shows just how far the digital arm of the government has come in recent years. Part of that is because agencies are … Continue reading
Gratification Nation: E-Gov Citizen Satisfaction Increases
Our 2012 Q2 E-Government Satisfaction Index that was released today shows the American people being more satisfied with their online government experiences than ever before. There’s no evidence that the current administration’s Digital Government initiative, which is acutely focused on providing a better citizen-centric approach while implementing cost-saving measures to save the tax-payer money, has any bearing on the increase or not. But the important thing is citizens are satisfied either way. Citizen Satisfaction: The aggregate satisfaction score of the more than 100 federal agency websites measured reached 75.6 (up from 75.2 in Q1 2012) on ForeSee’s 100-point scale – a … Continue reading
Posted by Dave Lewan
Tagged E-Government, ForeSee News, Online Customer Satisfaction
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A Great Customer Experience Always Wins
I’m really excited about one of our new clients, the Virginia Lottery. They’re working with us to measure the customer experience on both their website and their mobile site. This is an interesting one for me because a lottery organization isn’t a business model where you might expect the customer experience to matter a whole lot—you can’t buy tickets on the site – it’s an informational site. People are going to buy lottery tickets whether or not they like the website or the mobile site, right? Actually, for informational, content-oriented websites that support retail sales like the Virginia Lottery, the … Continue reading
Posted by Dave Lewan
Tagged ForeSee News, ForeSee Solutions, Online Customer Satisfaction
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ForeSee Testifies
ForeSee had the huge honor a couple of weeks ago of being asked to testify in front of Congress (in front of the House of Representatives Committee on Ways and Means Subcommittee on Social Security, to be exact) about citizen satisfaction with a variety of SSA websites and online applications. The theme of the hearing was more around SSA’s IT Modernization Plan—both the challenges they are facing and their successes. Measuring the effectiveness of several of their sites and e-applications with ForeSee is definitely widely recognized in the “win” column. The committee rightly recognized that how citizens perceive the online … Continue reading
