Category Archives: Dave Lewan

ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark

The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report Yesterday we released The ForeSee E-Government Satisfaction Index (Q4 2013). This report serves as a critical checkpoint for evaluating the success and performance of the federal government’s online and mobile initiatives and provides a quarterly update on citizen satisfaction with e-government websites at the aggregate level, individual satisfaction scores for the 108 federal government websites included in the Index, and  – a new milestone for ForeSee’s mobile practice and the federal government – the launch of ForeSee’s Mobile Federal Government Benchmark. This quarter’s aggregate score for e-government websites … Read More

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ForeSee’s Q2 2013 E-Government Satisfaction Index Available

The ForeSee ACSI E-Government Satisfaction Index

With Today’s release of the Q2 2013 ForeSee ASCI E-Government Satisfaction Index, we see that the web arm of the federal government continues to perform very well and has been steady in terms of citizen satisfaction for 15 of the last 16 quarters, hovering around 75 (on the study’s 100-point scale). Key findings from the quarterly update on citizen satisfaction with e-government include: Citizen satisfaction with the e-government experience remains steady in Q2 2013. The second quarter of 2013 registered an average citizen satisfaction score of 75.0, which is almost imperceptibly down from 75.1 in Q1 2013. The Social Security … Read More

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E-Gov Starts 2013 on Steady Ground, Turns to Mobile

The ForeSee ACSI E-Government Satisfaction Index

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 … Read More

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Satisfaction with E-Government Steady in 2012

ForeSee ACSI E-Government Index

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 … Read More

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Meeting the Customer Satisfaction Milestones of the Digital Government Strategy

ForeSee Citizen Satisfaction

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 … Read More

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Federal E-Gov Registers Slight Dip in Q3 2012

ForeSee ACSI E-Gov Index Citizen Satisfaction Over Time

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 … Read More

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ForeSee to E-Gov: Don’t Mess Up Now! Part 3

Digital Government Wordle

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 … Read More

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ForeSee to E-Gov: Don’t Mess Up Now! Part 2

Is your satisfaction metric a true scientific measurement?

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 … Read More

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ForeSee to E-Gov: Don’t Mess Up Now!

E-Gov: Making Mobile a Priority

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 … Read More

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Gratification Nation: E-Gov Citizen Satisfaction Increases

ForeSee Report: E-Gov Citizen Satisfaction at All-Time High

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 … Read More

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