September 28th, 2005
Federal sites improve in user satisfaction.
Even as netizens complain about FEMA’s website requiring Internet Explorer to register for federal aid, the American Customer Satisfaction Index finds federal websites increasing in customer satisfaction.
The Index aggregate satisfaction score increased 1.2% for the quarter to 73.5 - which represents a 3.2% improvement from September 2004 and shows that online government maintains an upward trend even as citizens’ standards continue to rise. This increase parallels the year-over-year increase of 4.7% in the ACSI’s annual e-business measure released last month. The ACSI e-business index measures portals, search engines and news and information sites, categories that are comparable to most government sites in the Index. A total of 13 federal websites achieved satisfaction scores of 80 or above this quarter - a superior score for either private or public sector — while four sites were rated below a 60.
New to the index are three Social Security Administration sites - Help With Medicare Prescription Drug Costs, Internet Social Security Benefits Application, and Social Security Business Services Online.
Web Portals White Papers
- State Web Portals: Delivering and Financing E-Services - The Center for The Business of Government
- Buyer’s Guide for Federal, State and Local Governments Portals - Vignette
- State Web Portals: Delivering and Financing E-Service - National Electronic Commerce Coordinating Council
- Government Gateway: Developer Guide to Authentication and Authorisation Web Services - Secure and Public - Siemens
- Web Services, Government Portals and Content Management - Vignette
- Content Management, Portals, and Personalization - Phillip J. Windley
- Electronic Government: Opportunities and Challenges Facing the FirstGov Web Gateway - U.S. General Accounting Office
- A Secure Web Portal Solution for E-Government - Entrust
- Designing a Better Web Portal for Digital Government: A Web-Mining Based Approach - University of Toledo
- Designing a Better Web Portal for Digital Government: A Web-Mining Based Approach - University of Utah
