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Citizen Satisfaction with E-Government Falls to Lowest in Three Years

News release: “Citizen satisfaction with federal government websites declines for a third consecutive quarter, according to the first quarter report [Excel] of the University of Michigan’s American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index. The Index aggregate score for the first quarter of 2008 fell to 72.4 on ACSI’s 100-point scale, its lowest score in thee years and a full point lower than one year ago.”

  • “The report cites two possible factors contributing to the decline in satisfaction this quarter. In this election year, there is no clear sense that the level of focus or commitment to improving e-government will be shared with a new administration. Some presidential candidates have mentioned the importance of the Internet to improving the citizen experience, and others have not mentioned anything at all.
  • A second contributing factor to slipping satisfaction with federal websites is the decline in the category of portals and department main sites, which dropped more than three points to 71.7 since reaching its all-time high in the second quarter of 2006. Portals and department main sites – which serve either as the gateway to a department or to link users to information from external sources – often face the challenge of not being able to control all of the site features and content that affect citizen satisfaction.”
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