A Call for Mobile E-Gov and Q1 2012 Satisfaction Update
American Customer Satisfaction Index(ACSI) E-Government Satisfaction Index (Q1 2012), Foresee Results, April 24, 2012. Commentary and Analysis By: Larry Freed, President and CEO, ForeSee; Research By: Rhonda Berg, Research Manager, ForeSee. ForeSee's first quarter E-Government Satisfaction Index report provides a commentary on the evolution of mobile usage in the e-government world, an update on citizen satisfaction with e-government sites, and an update on how citizens rate the transparency of 40 federal sites participating in the Online Transparency Index. [Requires Registration]
Further information on A Call for Mobile E-Gov and Q1 2012 Satisfaction Update
Last updated: 26 April 2012
Mobile is the Next Frontier for e-Government Satisfaction, According to ForeSee
User Satisfaction with E-Government Websites Remains Strong. ANN ARBOR, Michigan, ForeSee, April 24, 2012. "A poll of ForeSee federal government clients shows that one-third of e-government websites currently has a functional mobile site or mobile app and more than half (53%) are planning or developing a mobile site, app, or both, providing evidence that federal government agencies are beginning to recognize the benefits and opportunity of the mobile channel for serving citizens. The new findings come as part of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index, a quarterly report on the state of customer satisfaction with e-government, which customer experience analytics firm ForeSee produces in partnership with the ACSI..."
Most federal websites still not ready for mobile access, survey finds
By Alice Lipowicz. Federal Computer Week, April 24, 2012. "About a third of federal e-government websites already have mobile-optimized versions available to reach the public, and more may be in the works, according to a new survey..."
Which agency's websites are outscoring Amazon for customer satisfaction?
By Alice Lipowicz. Federal Computer Week, May 10, 2012. "Customer satisfaction scores for two websites run by the Social Security Administration are the highest in the federal government and even surpass those of the highest-scoring online retailer, Amazon.com, according to new market research.
Amazon historically has led the pack in pleasing customers online with a published score of 89 on the 100-point American Customer Satisfaction Index, according to Larry Freed, president of ForeSee Results Inc. research firm.
But the SSA is doing Amazon one better..."