GCN.com: “Thirty-one percent of federal government sites provide an excellent government experience for citizens, according to the ForeSee E-Government Satisfaction Index. ForeSee, a customer experience analytics provider, gathered 220,000 survey responses across 100 federal government websites, as well as mobile sites and applications. The index, which quarterly measures citizen satisfaction with e-government, is now in its 12th year. On a 100-point scale, average citizen satisfaction was slightly up in Q4 (75.1 points) from 75 in Q3. Scores 80 and above are ranked as having highly satisfied visitors. Below 70, sites are rated as having highly dissatisfied visitors. Interestingly, average citizen satisfaction with e-government substantially outscored citizen satisfaction with overall government (64.4, according to the American Customer Satisfaction Index (ACSI) Federal Government Report 2014). The Social Security Administration’s Extra Help with Medicare Prescription Drug Plan Costs site was the top performer (90) and outscored some of the top private sector sites such as Amazon (83), L.L. Bean (82) and Apple (80), according to the Answers Experience Index (AXI): 2014 U.S. Retail Edition. Only 31 sites achieved an excellent rating. The lowest ranked site was the Department of Veterans Affairs’ main website – va.gov  (56). The most improved site was the Internal Revenue Service’s main site, IRS.gov, which achieved a citizen satisfaction score of 72 in Q4 – a 15 point increase from Q3. The most likely driver, according to ForeSee, was Direct Pay, which allows citizens to pay taxes directly from a checking or savings account at no additional cost. On the downside, mobile and app site satisfaction decreased. Aggregate satisfaction was 77 in Q4, down from 78 in Q3.”

• The FORESEE E-Government Satisfaction Index (Q4 2014)