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US: E-Government Bringing Back People's Trust in Government
Source: outbound-call-center.tmcnet.com
Source Date: Thursday, November 04, 2010
Focus: E-Procurement
Country: United States
Created: Nov 04, 2010

In a recently published research, ACSI and ForeSee Results  revealed that e-governance is playing a crucial role in the corporatization of government and administration and raising the satisfaction level of the citizens, who are consumers of government services.

ACSI and ForeSee research said citizens are quite satisfied with federal government websites that provide a range of services, from securing benefits to serving as a resource for research and information.

Interestingly, the American Customer Satisfaction Index (ACSI) e-government index climbed 0.8 percent to 75.3 on a 100-point scale. This happens to be among the highest scores ever recorded and about the same as it was a year ago.

ForeSee found that e-government continues its dominance in overall government in terms of customer satisfaction. The 3Q 2010 e-government score is 10 percent higher than the overall federal government score of 68.7 measured in the fourth quarter of 2009.

According to the research, a key driver of satisfaction with federal websites is online transparency. However there still are areas requiring improvements and to this end federal agencies are working to comply with the Open Government Initiative. In the study, ForeSee concluded that increased transparency leads to citizen satisfaction and trust in government.

“Citizens are consumers of government services, and what makes them so satisfied about federal websites is that they are generally able to find what they want and accomplish what they have set out to do. This provides a win-win for citizens: easier and more accessible information and services at a lower cost to taxpayers,” Larry Freed, president and CEO of ForeSee Results mentioned in the report.

According to the study, highly satisfied citizens (those who score 80 or higher in satisfaction) rate their trust in the government unit 58 percent higher than dissatisfied citizens.

“There is often a disconnect between citizens’ personal experience with the federal government online and offline. Online sectors of the economy typically perform better than offline sectors in terms of customer satisfaction, and with government services it is no different,” said Claes Fornell, founder of ACSI and a business professor at the University of Michigan.

In a recent report produced by the American Customer Satisfaction Index (ACSI), news websites were found to have customer satisfaction levels, on average, of 74 on the study's 100-point scale. In contrast, ForeSee Results clients scored a 76, two points and 3 percent higher than the average for news websites


Madhubanti Rudra is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

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