Skip Navigation

Close and don't show again.

Your browser is out of date.

You may not get the full experience here on National Journal.

Please upgrade your browser to any of the following supported browsers:

Poll Gives E-Government Highest Marks Ever Poll Gives E-Government Highest Marks Ever

This ad will end in seconds
 
Close X

Not a member? Learn More »

Forget Your Password?

Don't have an account? Register »

Reveal Navigation
 

 

Legacy Content / ONLINE EXCLUSIVE

Poll Gives E-Government Highest Marks Ever

In The Race To Keep Up With The Private Sector, Government Agencies Are Staying Close

February 4, 2009

Public satisfaction with government Web sites has never been higher, according to a report released Tuesday.

Survey respondents gave the Web sites a 74.1-point average (out of 100) in the E-Government Satisfaction Index, which is run by ForeSee Results in conjunction with the University of Michigan's American Customer Satisfaction Index. That's better than the 68.9 average offline government agencies received in another study from ACSI released in December, though both still rank below the most recent scores for e-commerce (81.6) and e-business (79.3).

The report commended the Bush administration for beginning to address the issues of government 2.0, citing the President's Management Agenda, which stressed overhauling e-government to cut down on waste. But the report also sees promise in President Obama, saying that "for the first time, we have a truly tech-savvy president in office, one who has shown through both word and deed that he understands the power of the Internet."

 

While record-high ratings are good news for Web government advocates, ForeSee Results CEO Larry Freed offered some caveats. For starters, public approval numbers for e-government aren't on an inexorable climb: Satisfaction actually declined in 2007, a hit that Freed attributes to advances in Web 2.0 technology in the private sector that weren't matched on the government end. When corporations make advances online, consumers raise their expectation levels, which can be a challenge for a slow-moving e-government bureaucracy.

"When you go to SSA.gov [the Social Security Administration's Web site], you compare it to experiences you've had on Amazon.com and eBay," Freed said.

And though the 94 Web sites in the study were evaluated on the same criteria, the users frequenting them have different expectations, which could affect their ratings. The three highest-rated sites are all run by the Social Security Administration, and their older and less tech-savvy audience may be more likely to rate them higher.

Government agencies track the ratings closely, said Sheila Campbell, co-chair of the Federal Web Managers Council, which advises government techies on Web outreach.

"If we can reduce the amount of time it takes to accomplish the most basic government tasks, it could save millions of citizen hours every year," Campbell said.

The prospects for improved e-government took a hit Tuesday when Nancy Killefer, Obama's choice for chief performance officer, withdrew her candidacy. The report named Killefer in particular as a reason to believe that the "next four years could be a time of unprecedented growth and effectiveness for online government."

More Legacy Content
Job Board
Search Jobs
Biomedical Service Internship Position
American Society of Civil Engineers | Flint, MI
Fire Sprinkler Inspector
American Society of Civil Engineers | Charlotte, NC
Professional Development Program Engineer
American Society of Civil Engineers | Farmington Hills, MI
Deputy Director of Transit Operations
American Society of Civil Engineers | San Jose, CA
Transportation Planner
American Society of Civil Engineers | Salinas, CA
Assistant Professor - Water Resources/Ecological Engineering
American Society of Civil Engineers | Auburn, AL
Product Manager - Chemical Development and Supply - Tulsa, OK
American Society of Civil Engineers | Tulsa, OK
Commissioning Intern
American Society of Civil Engineers | Chicago, IL
Assessment and Remediation Team Lead
American Society of Civil Engineers | Regina, SK
Business Development Manager
American Society of Civil Engineers
Sr. Controls Systems Engineer
American Society of Civil Engineers | Grand Island, NE
Senior Project Manager- Transportation
American Society of Civil Engineers | San Antonio, TX
Materials Engineer 2
American Society of Civil Engineers | IL
Land Surveyor
American Society of Civil Engineers
Quality Engineer
American Society of Civil Engineers | Attica, IN
 
Comments
comments powered by Disqus