Fall From Grace
Whether seeking information, applying for benefits, making payments or navigating agency websites, citizens say interacting with the federal government has become increasingly difficult.
Improving “customer experience” is a priority of the Obama administration. But the latest American Customer Satisfaction Index scores show citizens have become increasingly disillusioned with the federal services they receive. ACSI reports the decline in satisfaction scores over the last two years coincides with cutbacks in agency budgets and staffs, which have made it difficult to provide quality service. The average government score was 64.4 (on a scale of 0 to 100), lower than every industry studied, except Internet service providers, whose average score was 63. The national ASCI score, including both the public and private sectors, was 75.6.
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