| [February 19, 2015] |
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The ForeSee 2014 Q4 E-Government Satisfaction Index Underscores Rising Importance of Digital Channels in Serving Citizens
ForeSee (http://www.ForeSee.com),
Answers Corporation's customer experience analytics solution, today
released the ForeSee
E-Government Satisfaction Index for Q4 2014, a comprehensive
examination of citizens' experiences with 100 federal government
websites, mobile sites and applications. ForeSee collected more than
220,000 survey responses across federal websites, including the Social
Security Administration (SSA), the Centers for Disease Control and
Prevention (CDC), and the Federal Bureau of Investigation (FBI), rating
agencies on a 100-point citizen satisfaction scale.
Now in its 13th year, the E-Government Satisfaction Index
scores were calculated based on citizens' responses to three questions
related to their experience on a website, mobile site or mobile
application as compared to their expectations. The proprietary ForeSee
methodology from Answers™, which identifies key drivers of online
satisfaction and quantifies their relationship to overall citizen
satisfaction, has been proven to predict how citizens will behave in the
future. A score of 80 or higher is considered the threshold for
excellence.
Q4 2014 key findings include:
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Thirty-one sites achieved an excellent rating, led by the Social
Security Administration's Extra Help with Medicare Prescription Drug
Plan Costs - socialsecurity.gov/i1020, with a score of 90-These
sites outperformed several top private-sector brands such as Amazon
(83), L.L.Bean (82) and Apple (News - Alert) (80) in satisfaction, as reported in the Answers
Experience Index (AXI): 2014 U.S. Retail Edition. Average citizen
satisfaction for e-government was 75.1 on the study's 100-point scale,
compared to 75.0 in Q3 2014.
-
IRS.gov significantly improved citizen experience, achieving the
largest quarterly score increase in the Index's history-The
Treasury Department's main website, IRS.gov, achieved a citizen
satisfaction score of 72 in Q4-a 15-point increase from Q3. A likely
driver of this growth was new functionality introduced by the IRS in
2014: Direct Pay. Direct Pay is a secure service that enables citizens
to pay an individual tax bill or make an estimated tax payment
directly from a checking or savings account at no additional cost.
This new service was introduced right before Q4 and may have helped to
improve overall satisfaction with the site. The elevation in customer
experience comes at a vital time as the agency is now in the midst of
tax season, its busiest time of the year.
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Mobile e-government failed to meet rising citizen expectations-For
the second consecutive quarter, the aggregate satisfaction score for
visitors using federal mobile sites and apps decreased, from 78 in Q3
to 77 in Q4, according to the ForeSee Mobile Federal Government
Benchmark. In order to help improve the citizen experience on mobile
sites and apps, government agencies need to prioritize their efforts
in key areas. At the aggregate, navigation (the organization of the
site and options for navigation) was the top driver of satisfaction,
followed by look and feel and site information (the accuracy, quality
and freshness of news, information and content on the site). Each site
or app's intended purpose is different so digital leaders should
prioritize improvements specific to their constituents' needs.
"Despite red tape and limited resources, it's clear that federal
organizations are doing a good job keeping up with ever-changing
expectations of citizens in today's multichannel environment," said Dave
Lewan, Vice President of ForeSee, an Answers solution. "By understanding
what shapes citizen satisfaction, agencies can become more agile in
their approach to meeting these expectations, while also helping to
create a stronger, more productive dialogue with their audience. In our
latest e-gov report I outline seven steps that are designed to help
federal agencies improve citizens' digital experiences, offering cues
from the private sector that deliver a more personalized user experience
when providing critical information that impacts citizens' lives and
livelihoods."
A complete list of citizen satisfaction scores for individual federal
government websites across categories including E-Commerce and
Transactional, News and Information, Portals and Department Main sites,
and Careers and Recruitment can be viewed in the latest report, the ForeSee
E-Government Satisfaction Index (Q4 2014).
About Answers Corporation
Answers' mission is to empower consumers, brands and organizations by
connecting them with the information they need to make better-informed
decisions. The Answers Platform leverages the sizable reach of top-10
Q&A site Answers.com (source: Quantcast (News - Alert)), along with its leading
cloud-based solutions from ForeSee, Webcollage and ResellerRatings, to
enable businesses and organizations to engage with customers at every
interaction point, drive investment decisions from customer insights and
deliver content that powers the customer experience. Answers is
headquartered in St. Louis with offices in Ann Arbor, New York City,
Silicon Valley, Cleveland, London, Vancouver and Tel Aviv. For Answers,
visit http://www.answers.com.
Answers.com (News - Alert) is a registered trademark of Answers Corporation in the
United States and in jurisdictions throughout the world. All other
trademarks, trade names or service marks used or mentioned herein belong
to their respective owners.
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