Foresight

The latest report from ForeSee Results has picked up some points worth noting, for example that “effective social media will drive more citizens to federal websites, and their experience once they get there must be good, or they won’t come back.” (page 2)

The study employs the University of Michigan’s American Customer Satisfaction Index (ACSI)  that has now been in use for fifteen years, both on and off line.

A key finding was that “E-gov that satisfies citizens is still the most efficient and cost-effective channel.” (page 3) Please note the ‘satisfies’ that I’ve italicised, if it doesn’t satisfy it is not necessarily the most efficient or cost effective!

They also find that ‘functionality, navigation and search remain top priorities for improving many government websites’ (page 3). These are believed to have the largest impact on satisfaction.

OK, it’s the USA, but they do take a lot of trouble to analyse users of 109 web sites there, so there is probably some crossover with other nations.

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If you are interested and, preferably, in UK local government please complete the survey, it doesn’t take long at all. I’ll keep feeding back through these pages, which are also covered by localgov.co.uk and PSF.

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