For the first time, customer satisfaction with federal agency Websites has surpassed offline government services, an American Customer Satisfaction Index report showed Thursday.
According to the annual 100-point index -- a joint effort by the University of Michigan's Ross School of Business, the American Society of Quality, CFI Group, and the Treasury Department's Federal Consulting Group -- e-government reached a record-high 73.9 satisfaction rate, improving 2.5% over last year. By contrast, satisfaction with offline government services fell 1.1% to 72.1, the first drop in three years and in line with a more general decline in satisfaction with private-sector services.
But where the gap between offline public and private services has narrowed, the report said, e-government is trailing far behind the private sector online. That, said ACSI chief Claes Fornell, shows room for improvement: "They still have ground to close," he said.
Part of that distance, Fornell added, will be made up by initiatives like the E-Government Act of 2002, which seeks to improve online federal resources.
Related Stories: | Topics:Management, customer service, Claes Fornell, U.S. Department of the Treasury, Stephen M. Ross School of Business, American Society of Quality, Federal Consulting Group |
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Recent Comments | 2 Total
December 17, 2005 at 2:01am by Parvati
Well, well. well. Should the much cursed we in India pat ourselves on the back that this is so because of the massive outsourcing done by private companies in the USA to India/Indians?
Should USA accept once and for all, the global reality of intermingling of nations and peoples and jobs, just as it does that of trade and commerce of products, and not keep raising a hue and cry about job-outsourcing to other countries especially India?
Have I stirred the hornet's nest once more?
Good.
December 19, 2005 at 2:41pm by Chaat Butsunturn
Just wanted to point out that ForeSee Results is another sponsor of the American Customer Satisfaction Index E-Government Satisfaction Index. The ACSI E-Gov report is a quarterly measure, while the ACSI Federal Government scores are produced annually. ForeSee Results publishes a report on eGov citizen satisfaction every quarter.