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Tuesday, 26th April 2011

Government Agencies Rated on Online Satisfaction

By Theresa Cramer

From the press release:

ForeSee Results today issued its quarterly report on the American Customer Satisfaction Index’s (ACSI) E-Government Satisfaction Index, which indicates that good federal government websites save the government money and foster democracy.

The research quantifies a direct cause-and-effect relationship between highly satisfied citizens and cost savings for the government. Highly satisfied visitors to federal government websites save the federal government money by using the web channel as their primary means to interact with the government as opposed to costlier channels like call centers, mail, and brick-and-mortar customer service centers. Some estimates indicate that the federal government could save hundreds of millions of dollars on postage alone by right-channeling citizens to websites.


Theresa Cramer is the editor of EContent magazine and Intranets newsletter. She is a 10 year veteran of the publishing industry with a background in both newspaper and book publishing. Follow her on Twitter @TheresaCramer.

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