Satisfaction with federal services on the rise thanks to e-gov

dencg/Shutterstock.com

The federal government remains the lowest rated economic sector in the country, despite two consecutive years of improved ratings, according to a new report.

The American Customer Satisfaction Index survey found approval of federal government services rose 2.2 percent to a score of 68.4 out of 100. The score ranked 10th out of 10 sectors, 3.5 points behind the information sector.

ACSI pointed to the private sector’s focus on customer service as an explanation for the continued gap. Additionally, the federal government often does not have competition for the services it provides, so it may lack motivation to offer “high-quality services.”

Since 2010, however, satisfaction with the federal government has climbed nearly 5 percent. ACSI attributed this improvement to the quality of government websites and the growing proportion of citizens who interact with government online. 

Those who engaged a federal entity last year through a website or email gave an indexed satisfaction score of 67 and 66, respectively. Those who use phone or mail gave scores of 65 and 62, respectively. In-person visits received the highest score at 71, but they are infrequent, according to ACSI.

Citizens approve individual departments much more highly than federal government as a whole. Respondents gave government a score of 43 out of 100, while the average agency received a score of 71. The Interior and Defense departments scored the highest satisfaction ratings, while the Homeland Security and Treasury departments scored the lowest.

ACSI -- founded at the University of Michigan’s Ross School of Business -- surveys about 70,000 people annually to create economic indicators of customer evaluations. 

(Image via dencg/Shutterstock.com)

Stay up-to-date with federal news alerts and analysis — Sign up for GovExec's email newsletters.
FROM OUR SPONSORS
JOIN THE DISCUSSION
Close [ x ] More from GovExec
 
 

Thank you for subscribing to newsletters from GovExec.com.
We think these reports might interest you:

  • Going Agile:Revolutionizing Federal Digital Services Delivery

    Here’s one indication that times have changed: Harriet Tubman is going to be the next face of the twenty dollar bill. Another sign of change? The way in which the federal government arrived at that decision.

    View
  • Cyber Risk Report: Cybercrime Trends from 2016

    In our first half 2016 cyber trends report, SurfWatch Labs threat intelligence analysts noted one key theme – the interconnected nature of cybercrime – and the second half of the year saw organizations continuing to struggle with that reality. The number of potential cyber threats, the pool of already compromised information, and the ease of finding increasingly sophisticated cybercriminal tools continued to snowball throughout the year.

    View
  • Featured Content from RSA Conference: Dissed by NIST

    Learn more about the latest draft of the U.S. National Institute of Standards and Technology guidance document on authentication and lifecycle management.

    View
  • GBC Issue Brief: The Future of 9-1-1

    A Look Into the Next Generation of Emergency Services

    View
  • GBC Survey Report: Securing the Perimeters

    A candid survey on cybersecurity in state and local governments

    View
  • The New IP: Moving Government Agencies Toward the Network of The Future

    Federal IT managers are looking to modernize legacy network infrastructures that are taxed by growing demands from mobile devices, video, vast amounts of data, and more. This issue brief discusses the federal government network landscape, as well as market, financial force drivers for network modernization.

    View
  • eBook: State & Local Cybersecurity

    CenturyLink is committed to helping state and local governments meet their cybersecurity challenges. Towards that end, CenturyLink commissioned a study from the Government Business Council that looked at the perceptions, attitudes and experiences of state and local leaders around the cybersecurity issue. The results were surprising in a number of ways. Learn more about their findings and the ways in which state and local governments can combat cybersecurity threats with this eBook.

    View

When you download a report, your information may be shared with the underwriters of that document.