Social Security websites score big on new e-gov analysis
A Social Security Administration website topped the list in a new e-government services satisfaction ranking, and several of its other domains landed in the top 10, out-scoring some well-known consumer brands.
Social Security’s “Extra Help with Medicare Prescription Drug Plan Costs” website received an e-government satisfaction score of 90 on the ForeSee E-Government Satisfaction Index for the fourth quarter of 2014.
The quarterly index measures citizen experience with federal websites, collecting more than 221,000 citizen responses in this most recent quarter, based on their answers to three questions about satisfaction, compared to initial expectations, at the conclusion of their site visit.
Along with SSA’s Medicare help page, 30 other federal websites achieved an excellent rating — a score of 80 or higher. Four more Social Security websites placed in the top 10, along with a handful of Department of Health and Human Services Web pages and a Department of Homeland Security website for Spanish speakers. Each of those domains scored better than Amazon, L.L. Bean and Apple, which were evaluated in a separate ForeSee ranking.
The average citizen satisfaction score for federal websites was 75.1, up from 75 the previous quarter. That outranks overall government satisfaction, which is 64.4 according to the American Customer Satisfaction Index Federal Government Report released in January. The two reports differ somewhat in their data collection efforts, however.
“Despite red tape and limited resources, it’s clear that federal organizations are doing a good job keeping up with ever-changing expectations of citizens in today’s multichannel environment,” Dave Lewan, vice president of ForeSee, said in a release. “By understanding what shapes citizen satisfaction, agencies can become more agile in their approach to meeting these expectations, while also helping to create a stronger, more productive dialogue with their audience.”
For the second straight quarter, mobile satisfaction decreased by a point — from 79 in Q2, to 78 in Q3, and now 77 this quarter.