TOPICS
TOPICS
Poll: Americans have lackluster view of government
Most Americans have a neutral to negative opinion of federal agencies, according to a Gallup poll released on Monday.
The poll, conducted during the summer, asked more than 40,000 Americans to rate their individual experience with federal agencies to understand the public's overall perception of government. Nearly half (46 percent) viewed agencies neutrally, while 34 percent reported negative opinions and 20 percent said they viewed government in a positive light. The military fared better than the civilian agencies. Seventy-eight percent of Americans have a favorable view of the services, while 20 percent of respondents expressed a similar view of other federal agencies.
The results raise questions about how agencies can measure performance and improve customer service. The poll found that the most important factor in the public's satisfaction is an agency's ability to resolve problems reasonably. Other categories included, "Willing to work with me," and "Delivers on promises."
"Participation and feedback of the public in their roles as customers, when there is interaction, and as the owners of government, is absolutely critical to health and success," said Patricia McGinnis, former president of the nonprofit Council for Excellence in Government. "Public trust and confidence in leaders and institutions actually provides the political capital needed to make hard, tough decisions for long-term improvements in government performance."
The poll looked at agency brands, including impact, prestige and importance to the future. The Defense Department received high marks in several categories, including the agency most important to the future. The CIA was rated most prestigious, along with Defense, as well as the federal employer of choice. The Environmental Protection Agency, Internal Revenue Service, and Health and Human Services Department were among those ranked lowest in customer satisfaction, which could be attributed to various factors, including their public availability, accuracy of information, or ability to deliver on promises. Those surveyed ranked HHS, along with the Social Security Administration, as having the most impact on their personal lives.
"People do need to be reminded of the important role and accomplishments of government," said McGinnis. "The government needs to do a better job of marketing itself." She added that better branding also can improve agency recruiting.
Temporary federal leadership and the lack of real-time, useful information are challenges to improving customer service, said Max Stier, president of the nonprofit Partnership for Public Service. Identifying the right measurements and understanding the information gathered are critical to institutionalizing change, he said.
Panelists at Monday's event highlighted the importance of engaging all levels of an agency, from top leadership to rank-and-file employees, in evaluating and improving interactions with the public.
Gallup announced that it will measure the public's perception of agency performance annually.
COMMENTS
- Reading through some want to blame republicans some blame democrats. Lets get real its all about the money our government is greedy are government has sold us out the greatest generation would have never destroyed the very country in which their company was based but their children have. Today its every man for himself lobbiest are out of hand the money flowing through Washington is as crooked as ever. Everybody is on the take in our government today. If our children are to have a future we have to stop the orgy that is taking place in both parties today. Its funny I see politicians from both sides of the isle with a good idea but I have to be skeptical at what is laying under the idea $$$. I mean really has washington done anything to really help American Families prosper in the past 30 years think about it. Both parties have been busy tearing all the money makers right out from under Americans feet. And it seems today for profits to domestic and foriegn investors. Well it is 30 year later now and you see how this has all panned out record unemployment 8 dollars and hr for the average worker no benefits and for what profits? What happen to "for the people" Washington instead of for your pockets. This type of politics will not stand our children will have to change this because they will want to eat and have hope. Greed and religion have been the down fall of all civilizations in history. So we settle into to that and here we go again. I hope the youth is smarter then that I hope the folks that are making money hand over fist in the market realize this and stop the raping of our country. There is a middle ground lets get busy finding that Washington. Lc Posted November 20, 2009 9:13 AM
- No surprise here, as the view of government will NEVER change. Government shouldn't run health care, but should keep government-run Medicare. Government shouldn't be "socialist" in helping people who should help themselves but should bail out victims of natural disasters. Government shouldn't intervene in the "free market", but when greed runs rampant, why the hell didn't government do something about it? How's about choosing one way or the other? "Thankless" is a word that should be made aware to anyone and everyone who is about to be hired into a government position, as nearly every government position fits this description. We're unhelpful when people get answers they don't want to hear regardless of what the law is, indifferent when an outcome doesn't fit their mold, or in the way when regulating potentially illegal behavior or making a company pay owed wages to an employee. Oh, and don't forget "Communist organization" while paying farmers subsidies in order for them to enable them to stay in business to continue growing food so that we can all stay fed. (That one's my personal fave). No, we're not perfect. But there are far more people out there with Entitlement Disorder that aren't government workerbees than those who are. Tigerhawk Posted November 18, 2009 11:07 AM
- I fail to see how anyone could be impressed with the "progress" of the first 9 months of this administration. The apologist road show is enough. Now shoving socialized medicine down our throats and failing to support the leaders of the only agency, DoD, that got favorable ratings. One would say those that are impressed are easily amused. Tim Posted November 18, 2009 9:06 AM
