Americans Pleased with Their Government...Websites
BY Nancy Scola | Wednesday, January 27 2010
Conventional wisdom be damned, and public polling too: it turns out that Americans are more satisfied with their federal government than ever before in the history of the republic.
We mentioned we're just talking websites, right?
The American Customer Satisfaction Index is out with its quarterly "egov" report on how pleased citizens are with the web offerings of different federal departments and agencies, and the score for Q4 of 2009 keeps up an overall trend -- Americans are at historic levels of satisfaction with online government in the United States.
That's a short history, yes. The ASCI study suggests, though, that a satisfying experience with a government website translates into a greater feeling of trust in that particular government agency and a greater willingness to engage in two-way communication with that office. That, the study suggests can help government operate more efficiently, as well as to help close the enthusiasm gap between how citizens feel about" egovernment" and government offline; overall, the ASCI score for citizen satisfaction with government websites is a respectable 75.2, while the score for government overall lags behind at 68.7.
You can download the full study here.