E-Gov Satisfaction on the Rise

According to research from the American Customer Satisfaction Index (ACSI), citizens are increasingly satisfied with the federal government's online offerings. The Index shows that online government is maintaining an upward trend as citizen standards continue to rise. The satisfaction index score increased to 73.5 percent for the third quarter, a 3.2 percent increase over the same period last year.

Thirteen federal Web sites realized satisfaction scores of 80 or above for the quarter. The scores are based on a 100-point scale, calculated through a formula and surveys of site users to measure areas such as the likelihood of the citizen returning to the Web site and whether they would recommend it to others.

For the third quarter, the Social Security Administration broke into the e-Government top 10 and added three new sites to the satisfaction index: Help With Medicare Prescription Drug Costs, Internet Social Security Benefits Application, and Social Security Business Services Online.