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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
Usability Best Practices for e-Gov Mobile Web Experiences, Part 3
A note from the ForeSee Blog: click here to register for our E-Government Transparency and ACSI E-Government Q4 2012 Satisfaction Results webinar on Tuesday, February 19 at 2:00 pm ET. 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 … Continue reading
Usability Best Practices for e-Gov Mobile Web Experiences, Part 2
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, … Continue reading
Recommended Reading for All Government Executives: Bill Gates’ Plan to Fix the World’s Biggest Problems
This past weekend I read an essay by Bill Gates that was published in the Wall Street Journal. In the article, he makes a passionate appeal for executives and leaders to apply lessons learned in the 19th century by inventors who made substantial progress towards increasing the performance of the steam engine by constantly measuring and improving the efficiency of the output. Mr. Gates then proceeds to explain how measuring performance can be applied to solve many of society’s challenges such as educational reform, reduction in child mortality, elimination of certain diseases, and more. Mr. Gates is encouraging recipients of … 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
Usability Best Practices for e-Gov Mobile Web Experiences, Part 1
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 … Continue reading
Posted by Matthew Dull
Tagged E-Government, ForeSee Solutions, Mobile, Mobile Monday, Usability
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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
So You Want to Build a New Portal for the Federal Government That’s Truly “By and for the People?”
Just like a 1,000 other people, I’m following the progress of the ProjectMyGov group through their Twitter feeds. It’s an exciting project in which a team of five Presidential Innovations Fellows have been tasked with designing a better portal for citizens to interact with the federal government. They started their work on August 23rd and plan to wrap up the project within six months. What I find especially interesting about the project is that underlying the initiative is an implicit acknowledgement that the current portal, USA.gov, is not meeting the needs of citizens. Not surprisingly, that was the conclusion that … Continue reading
Posted by Bernie Lubran
Tagged Customer Satisfaction, E-Government, ForeSee Solutions
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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
