Citizen Satisfaction with E-government Moves Ahead, Says Latest American Customer Satisfaction Index for E-government.ANN ARBOR Ann Arbor, city (1990 pop. 109,592), seat of Washtenaw co., S Mich., on the Huron River; inc. 1851. It is a research and educational center, with a large number of government and industrial research and development firms, many in high-technology fields such as , Mich. -- Increased Satisfaction Leads to Greater Loyalty to Government Websites, Says Analysis by E-Gov E-Gov Electronic Government Index Partner ForeSee fore·see tr.v. fore·saw , fore·seen , fore·see·ing, fore·sees To see or know beforehand: foresaw the rapid increase in unemployment. Results E-Government (Electronic-GOVERNMENT) A generic term for Web-based services from agencies of local, state and federal governments. Such Web sites provide a wide variety of services to the public and have been extremely helpful in reducing internal paperwork. continues to improve, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the latest report by the American Customer Satisfaction Index The American Customer Satisfaction Index (ACSI) is a leading indicator of consumer behavior, measuring the satisfaction of consumers across the U.S. economy. The ACSI interviews approximately 80,000 Americans annually and asks about their satisfaction with the goods and (ACSI ACSI Association of Christian Schools International ACSI American Customer Satisfaction Index ACSI Association Canadienne des Sciences de l'Information (French) ACSI American Communications Services, Inc. ). This quarter the ACSI measured 54 e-government websites to produce the current aggregate e-government satisfaction score of 71.2 on a 0-100 scale, a 1.2% increase over last quarter and a 5.4% increase from a year ago. The E-Government Satisfaction Index is reported quarterly as a special report of the American Customer Satisfaction Index (ACSI), which is produced by the University of Michigan (body, education) University of Michigan - A large cosmopolitan university in the Midwest USA. Over 50000 students are enrolled at the University of Michigan's three campuses. The students come from 50 states and over 100 foreign countries. in partnership with the American Society for Quality American Society for Quality (ASQ), formerly known as American Society for Quality Control (ASQC), is a knowledge-based global community of quality control experts, with nearly 100,000 members dedicated to the promotion and advancement of quality tools, principles, and and CFI CFI abbr. cost, freight, and insurance Group. The ACSI partners with the online satisfaction firm ForeSee Results for e-government data collection and analysis. The categories measured by the report - portals/department main websites, information/news sites, e-commerce/ transaction sites and career/recruitment sites - all showed increases this quarter. According to Larry Lar´ry n. 1. Same as Lorry, or Lorrie. Freed, online satisfaction expert and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of ForeSee Results, e-government portals are showing steady evolution. With a score of 70.5, e-government portals are nearly on par with private sector portals, reporting an increase of 7% over the past year. "Government portals bear watching," said Freed. "Portals have one of the most challenging jobs to do, serving a wide variety of user segments with distinctly different needs. Agencies need to understand who is using the site, what their needs are and how to balance the competing needs of different audiences." The main website of the Government Accountability Office The Government Accountability Office (GAO) is the audit, evaluation, and investigative arm of the United States Congress, and thus an agency in the Legislative Branch of the United States Government. (GAO) achieved one of the largest increases this quarter with a score of 71, four points higher than the previous quarter. GAO undertook a major redesign re·de·sign tr.v. re·de·signed, re·de·sign·ing, re·de·signs To make a revision in the appearance or function of. re in the past several months and the upward trend in satisfaction appears to be driven by changes that enable the Office to deliver online information more effectively to its wide variety of website visitors. In the information/news category, the aggregate satisfaction score rose nearly 2% to 71.2. The best-performing websites continue to be health-information sites operated by the National Institutes of Health, especially MedlinePlus MedlinePlus is a website containing health information from the world's largest medical library, the United States National Library of Medicine. The site is intended to be used by health care providers and patients, and designed to provide up-to-date, authoritative information. . Its score of 86 is just a step behind Amazon Amazon, in Greek mythology Amazon (ăm`əzŏn), in Greek mythology, one of a tribe of warlike women who lived in Asia Minor. (88), the top performing ACSI e-commerce e-commerce, commerce conducted over the Internet, most often via the World Wide Web. E-commerce can apply to purchases made through the Web or to business-to-business activities such as inventory transfers. website. Satisfaction with the e-commerce/transactions category improved .6%, although it still lags well behind private sector e-commerce. Even so, the U.S. Mint turned in a strong score of 80, up one point from last quarter. Citizen satisfaction with recruitment recruitment /re·cruit·ment/ (re-krldbomact´ment) 1. the gradual increase to a maximum in a reflex when a stimulus of unaltered intensity is prolonged. 2. and career websites edged upward as well, with a 1.6% increase. Top performers in this category - CIA CIA: see Central Intelligence Agency. (1) (Confidentiality Integrity Authentication) The three important concerns with regards to information security. Encryption is used to provide confidentiality (privacy, secrecy). Careers and USAJobs USAJOBS is the United States government's one-stop clearinghouse for civil service job opportunities with federal agencies. The site is operated by the Office of Personnel Management. External links
In addition, there was a positive trend regarding users' intentions to return to and recommend government websites - critical indicators of the online channel's success. Channel loyalty measures reflected in "likelihood to return" and "likelihood to recommend" scores both increased one point this quarter to 82 and 77 respectively. With all this positive news comes a word of caution. Satisfaction scores for 41% of the 54 e-government websites measured this quarter and last quarter showed a negative change, while only 33 % experienced improvement and 17% remained steady. These mixed results for the individual e-government websites may signal a leveling-off of website improvement, according to an accompanying ac·com·pa·ny v. ac·com·pa·nied, ac·com·pa·ny·ing, ac·com·pa·nies v.tr. 1. To be or go with as a companion. 2. analysis by ForeSee Results. According to Freed, this downturn Downturn The transition point between a rising, expanding economy to a falling, contracting one. downturn A decline in security prices or economic activity following a period of rising or stable prices or activity. for many government websites may be because users of these websites have grown accustomed to the level of convenience, ease and efficiency delivered by private sector e-commerce and e-business (Electronic-BUSINESS) Doing business online. The term is often used synonymously with e-commerce, but e-business is more of an umbrella term for having a presence on the Web. sites and are applying the same yardstick to e-government. "E-government users are also online news, portals, retail and search users," said Freed. "These private-sector sites don't don't 1. Contraction of do not. 2. Nonstandard Contraction of does not. n. A statement of what should not be done: a list of the dos and don'ts. stand still - competition among them fuels continual improvement Continual Improvement (also called incremental improvement or staircase improvement) is a process or productivity improvement tool intended to have a stable and consistent growth and improvement of all the segments of a process or processes. and evolution.. E-government sites must either adopt a similar pace of improvement or risk declining satisfaction ratings and defection to less convenient and cost-efficient Adj. 1. cost-efficient - productive relative to the cost cost-effective efficient - being effective without wasting time or effort or expense; "an efficient production manager"; "efficient engines save gas" channels." "E-government sites face a demanding set of challenges in meeting citizen expectations," said Anne Anne, British princess Anne (Anne Elizabeth Alice Louise), 1950–, British princess, only daughter of Queen Elizabeth II and Prince Philip, duke of Edinburgh. She was educated at Benenden School. Kelly Kel·ly , Ellsworth Born 1923. American abstract painter and sculptor whose works are characterized by flat color areas with sharply defined edges. Kelly, Emmett 1898-1979. , CEO of the Federal Consulting Group in the Department of the Treasury and the government agent for the American Customer Satisfaction Index. "The private sector has far greater resources to devote to innovation and customer satisfaction. More e-government sites have had to make do with existing resources, leading to a decline of customer satisfaction in some cases. Even so, there are instances where e-government sites have managed to press ahead in spite of in opposition to all efforts of; in defiance or contempt of; notwithstanding. See also: Spite the considerable challenges they face." About the ACSI The American Customer Satisfaction Index (ACSI) is the only uniform, national, cross-industry measure of satisfaction with the quality of goods and services In economics, economic output is divided into physical goods and intangible services. Consumption of goods and services is assumed to produce utility (unless the "good" is a "bad"). It is often used when referring to a Goods and Services Tax. available in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. . In 1999, the Federal government selected the ACSI to be a standard metric for measuring citizen satisfaction. Over 55 Federal government agencies have used the ACSI to measure citizen satisfaction of more than 110 services and programs. The Index is produced by a partnership of the University of Michigan Business School, American Society for Quality (ASQ ASQ American Society for Quality ASQ Arab Studies Quarterly ASQ Automated Software Quality ASQ Administrative Science Quarterly ASQ Ages & Stages Questionnaires ASQ Allowable Sale Quantity ASQ Ascension Island (DoD radar) ) and CFI Group, an international consulting firm Noun 1. consulting firm - a firm of experts providing professional advice to an organization for a fee consulting company business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a . ForeSee Results sponsors the e-commerce, e-business and e-government indices. The Federal Consulting Group, a franchise within the Department of the Treasury, is the executive agent for the ACSI and the federal government. About ForeSee Results, Inc. ForeSee Results is the market leader in online customer satisfaction management and specializes in converting satisfaction data into user-driven web development strategies. Using the methodology of the University of Michigan's American Customer Satisfaction Index (ACSI), ForeSee Results has created a model that scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors, including the likelihood to return to the site or recommend the site to others. ForeSee Results, a privately held company privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. located in Ann Arbor, Michigan  “Ann Arbor” redirects here. For other uses, see Ann Arbor (disambiguation). Ann Arbor is a city in the U.S. state of Michigan and the county seat of Washtenaw County. , can be found online at www.ForeSeeResults.com.
Third Quarter 2004 Scores
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ID E-Government U.S. Website 9/04
Agency/Department/Office Score
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Portals/Department Main Sites
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NIST National Institute of NIST main website --
Standards and www.nist.gov
Technology, Commerce 78
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NASA National Aeronautics NASA main website --
and Space www.nasa.gov
Administration 77
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NARA National Archives & NARA Presidential Library
Records Administration websites --
http://archives.gov/presidential_libraries/index.htm 77
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NLM National Library of NLM main website --
Medicine, HHS www.nlm.nih.gov 76
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SSA Social Security SSA main website --
Administration http://www.socialsecurity.gov/ 75
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GSA General Services FirstGov.gov website (Spanish) --
Administration http://firstgov.gov/Espanol/index.shtml 74
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State Department of State Department of State main
website --
www.state.gov 73
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GAO Government GAO main public website --
Accountability Office www.gao.gov 71
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GSA General Services FirstGov.gov website --
Administration www.firstgov.gov 70
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DOT Federal Aviation FAA main website --
Administration www.faa.gov 69
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USPTO United States Patent & USPTO main website --
Trademark Office www.uspto.gov 66
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Treasury Department of the Treasury main website --
Treasury www.treasury.gov 66
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DOT Department of DOT main website --
Transportation www.dot.gov 59
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GSA General Services GSA main website --
Administration www.gsa.gov 56
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ID E-Government U.S. Website 9/04
Agency/Department/Office Score
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Information/News
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NLM National Library of MedlinePlus Main Website --
Medicine, National http://medlineplus.gov
Institutes of Health,
HHS 86
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NLM National Library of MedlinePlus en espanol --
Medicine, National http://medlineplus.gov/esp/
Institutes of Health,
HHS 83
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OWH Office on Women's National Women's Health Information
Health Center (NWHIC) main website --
www.4woman.gov 82
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BLS Bureau of Labor BLS Occupational Outlook Handbook
Statistics http://www.bls.gov/oco/ 82
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NCI National Cancer National Cancer Institute main
Institute, National website --
Institutes of Health, www.cancer.gov
HHS 80
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NCJRS National Criminal NCJRS website --
Justice Reference www.ncjrs.org
Service, Justice 79
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NIJ National Institute of NIJ main website --
Justice, Justice http://www.ojp.gov/nij 76
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NLM National Library of TOXNET main website --
Medicine, National http://toxnet.nlm.nih.gov
Institutes of Health,
HHS 75
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NRCS Natural Resources NRCS website --
Conservation Service, http://www.nrcs.usda.gov
Agriculture 74
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OJJDP Office of Juvenile OJJDP website --
Justice and http://ojjdp.ncjrs.org
Delinquency
Prevention, Justice 74
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NLM National Library of AIDSinfo main website --
Medicine, National http://aidsinfo.nih.gov/
Institutes of Health,
HHS 74
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CDC Center for Disease CDC main website --
Control, HHS www.cdc.gov 74
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SSA Social Security SSA FAQ web site
Administration http://ssa-custhelp.ssa.gov 74
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NIAID National Institute of NIAID main website --
Allergy and http://www.niaid.nih.gov
Infectious Diseases,
HHS 73
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FAS Foreign Agricultural FAS main website --
Service, Agriculture www.fas.usda.gov 72
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ERS Economic Research ERS main website --
Service, Agriculture www.ers.usda.gov 71
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NASS National Agricultural NASS main website --
Statistics Service, http://www.usda.gov/nass
Agriculture 70
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NARA National Archives & NARA main public website --
Records www.archives.gov
Administration 69
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IIP International IIP main website --
Information Programs, http://usinfo.state.gov 69
State
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BJA Bureau of Justice BJA main website --
Assistance, Justice http://www.ojp.usdoj.gov/BJA 69
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USDA National Agricultural NAL main website --
Library, Agriculture www.nal.usda.gov 69
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FS Forest Service, Forest Service main website --
Agriculture http://www.fs.fed.us 68
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DOS Department of State US Embassy, Belgium main website --
http://www.usembassy.be/main.html 68
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FSIS Food Safety and FSIS main website --
Inspection Service, www.fsis.usda.gov
Agriculture 67
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FSA Farm Service Agency, FSA main website --
Agriculture www.fsa.usda.gov 66
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DOS Department of State US Embassy, Belgium website (French)--
http://www.usembassy.be/fr/fr.main.html 65
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DOS Department of State US Embassy, Belgium website (Dutch) --
http://www.usembassy.be/nl/nl.main.html 65
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DOS Department of State Student website --
http://future.state.gov 63
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RD Rural Development, Rural Development main website --
Agriculture http://www.rurdev.usda.gov 62
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ESA Employment Standards ESA main website --
Administration, Labor www.union-reports.dol.gov 60
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CSREES Cooperative State CSREES main website --
Research, Education, http://www.csrees.usda.gov
and Extension Service,
Agriculture 60
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NARA National Archives & NARA AAD - Access to Archival
Records Databases --
Administration http://aad.archives.gov/aad/title_list.jsp 59
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ID E-Government U.S. Website 9/04
Agency/Department/Office Score
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E-Commerce Websites
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Mint United States Online Catalog --
Mint, Treasury http://catalog.usmint.gov 80
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SSA Social Security SSA Retirement Planner --
Administration http://www.socialsecurity.gov/r&m1.htm 77
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GSA General Services GSA Global Supply website --
Administration https://www.globalsupply.gsa.gov 65
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GSA General Services GSA Advantage website --
Administration https://www.gsaadvantage.gov 63
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PBGC Pension Benefit
Guaranty PBGC main website --
Corporation http://www.pbgc.gov 61
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ID E-Government U.S. Website 9/04
Agency/Department/Office Score
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Recruitment/Careers Websites
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CIA Central Intelligence Recruitment website --
Agency http://www.cia.gov/employment 79
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OPM Office of Personnel Recruitment website --
Management www.usajobs.opm.gov 76
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DOS Department of State Recruitment website --
www.careers.state.gov 76
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