Tag Archives: E-Government

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 Federal Government Mobile Benchmark

ForeSee's Mobile Government Benchmark

ForeSee’s mobile practice hits another milestone with the launch of the Federal Benchmark of mobile sites and apps for its clients. Just the fact that there is a mobile benchmark for these organizations is huge accomplishment, meaning more and more federal government agencies, departments and organizations are actually measuring the mobile experience, which shows federal leaders are understanding the value this digital medium has in interacting with the citizen. The satisfaction score of these federal government site and app visitors are starting strong out of the gate and showing higher average scores than other industry sectors measured by ForeSee. The aggregate … Read More

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Measuring the Health of the E-Government

ForeSee's Larry Freed on Healthcare.gov and the Citizen Customer Experience

There’s no denying that the rollout of Healthcare.gov has been a debacle.  However, this one site should not be the thermometer to measure the health of all federal government websites or the competence of the federal government when it comes to digital initiatives. Despite what you may be reading (and seeing and hearing!) about one very high-profile and very low-functioning federal site, e-government is actually doing very well overall. In 2013, citizen satisfaction with federal government websites on average reached its highest level since first measured in 2003. This shows that government leaders are listening to the citizens and providing … Read More

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Usability Best Practices for e-Gov Mobile Web Experiences, Part 3

EGov Mobile Best Practices 1 Tap-Sized Buttons and Links

So far I’ve talked in depth about six areas of the mobile experience and best practices on how to execute them from a usability standpoint. In this final post of the series, I’ll take a look at phone-specific interfaces that play an important role in the citizen and consumer e-Gov mobile web experience. Tap-sized Buttons and Links Since visitors are typically navigating mobile sites with their fingers, sites should not design links and other interactive elements that are too small or densely located, which risks visitors targeting the wrong link.  State.gov’s site shown here makes it difficult to target the … Read More

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Usability Best Practices for e-Gov Mobile Web Experiences, Part 2

Best practices for e-gov mobile sites

Last time, I took a look at some of the best practices for the mobile Web, including topics such as Mobile Site or Not Yet; Site vs. App; and Redirection. Here, I continue the discussion, covering the type of content that is appropriate for mobile sites and how visitors navigate through it. Full vs. Reduced Content An important question is “how much content should you have on your mobile site?”  A few years ago, mostly due to bandwidth and technical limitations, the answer was “minimal”—a few critical news or content bits and key functionality such as locators or calculators.  However, … Read More

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Usability Best Practices for e-Gov Mobile Web Experiences, Part 1

e-gov mobile app best practices 2

Many federal government agencies do not yet have mobile versions of their websites. Although that might be ok for now, it won’t be for very long. In a series of three posts, I will explore the best practices of providing a great mobile experience for citizens and consumers.  Today’s post covers the early questions you should be considering when thinking about mobile, and what that experience should be. Mobile Site or Not Yet? Not every e-gov visitor may need, want, or expect a mobile experience at this time, but that need is increasing ever more quickly. And sites not offering … 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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Program Management the ForeSee Way

Accurate, precise measurement of customer satisfaction from ForeSee

More than 600 companies and organizations around the world use ForeSee for a variety of reasons, including measuring the customer experience through various channels, such as web, mobile, social media, store, and contact center.  While it is not often talked about, some clients are finding value in using ForeSee for program or vendor management. Several ForeSee public sector clients use the business intelligence gathered via the ForeSee technology and analysis approach to manage their large-scale programs and ensure that a consistent (or minimum) level of service quality is delivered, while holding the various components within the program accountable.  These clients … Read More

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