Foresee have published their latest analysis of citizen satisfaction with US government web sites. I always pick up on this because of the employment of satisfaction, be it the American Customer Satisfaction Index (ACSI) or otherwise.
In case no one has ventured further on their web site when I’ve blogged about these reports before, Foresee publish a whole stream of studies about metrics and qualitative data in relation to business and government, including podcasts by their CEO, Larry Freed.
What it does point out is the increasing satisfaction in the USA of citizens with government web sites, particularly where they offer transactions. Further the reviewers state that “there is a clear relationship bewteen the length of time federal websites have measured satisfaction and their ability to make significant score improvments.” They then identify the need for long term investment in measurement to show real returns.
If we want to know what the key improvment is, Foresee identify it as improved navigation, so let that be a lesson to you all!
The only sad part is that e-government is shown to have taken over from the other channels, not that there is an ACSI measurement of this other than once a year. This also demonstrates the need to measure all channels in parallel to assist in improving them all, otherwise we are likely to get serious exclusivity problems.