**Top Findings**

**Forrester Q3 2008 Online Survey of U.S. individuals**

**9/29/08**

1.  **Support for federal government print publications is high**. 64%
    answered that they felt strongly or very strongly that information
    on health, credit, benefits, and other consumer issues should be
    available free in print, even if it is online. This held constant
    across all age groups (18-28, 29-42, 43-52, 53-63, 64+) and income
    levels. Forrester\'s Q2 2008 mail survey found that 55% were
    strongly or very strongly in favor of print materials. It is
    interesting that support for print was higher in the online survey.

2.  **43% answered that 24 hours was an acceptable amount of time for
    the government to reply to an email** inquiry. 34% answered 2 days,
    11% answered same day, and 11% answered one week.

3.  For a government information and referral hotline, 35% answered that
    **live agents should be available for assistance evenings and
    weekends, in addition to business hours during the week**. 33%
    answered evenings and business hours during the week. 29% are
    content with business hours on weekdays.

4.  **15% answered that they would be likely or very likely to**
    **access information about the Federal Government via a mobile
    device** (PDA, mobile phone, Blackberry). Support was higher (21%)
    among consumers 18-28 and 29-42. Only 10% of those aged 53-63
    responded that they would be likely or very likely to access
    information about the Federal Government via a mobile device.
    Support for mobile government went up with income, but not
    dramatically. Possession of a college degree was also not a big
    driver in support for mobile government.

5.  **What government services/information would you like to get on your
    mobile/cell phone?** (select all that apply)

> **28% - Local weather forecast**
>
> **26% - Traffic conditions**
>
> 25% - Breaking news / press conferences
>
> 11% - Notice about government jobs that may be of interest to me
>
> 8% - **Notices about town hall meetings with government officials**
>
> 8% - Notices about updates on government websites I use most
>
> 52% - None of these
>
> **The number of people answering "none of these" went up with age**
> (33% of those 18-28 answered none of these, 62% of those in the 53-63
> category answered none of these.) Income and education were not
> significant drivers.
>
> **Other :**

  -----------------------------------------------------------------------
  Grants

  Emergency alerts (severe weather, disaster awareness, evacuations)

  I don\'t own a cell phone

  Early school dismissal

  I don't use my phone for these services

  Information I don\'t have to pay for

  Notices about things that affect me and my family

  most wanted photos

  Alert that ex spouse made a child support payment

  New programs

  Amber alerts

  Access to tax information

  Subscriptions

  Background checks
  -----------------------------------------------------------------------

6.  **18% responded that they would be likely or very likely to use SMS
    (text messaging) to ask a question about the Federal Government**.
    Support for text messaging goes up to 27% among consumers 18-28.
    Support goes down to 11% for consumers 53-63. Support for text
    messaging with the government went up with income, but not
    dramatically. Again, possession of a college degree was not a huge
    driver.

7\. **Top Government Web improvements needed** (select three)

**62% - Write in plain language so it is easier to understand**

**59% - Make it easier to find contact information on the website so I
can email or phone someone**

44% - Allow me to complete more government business online without
having to go in person or use mail or the phone

**41% - Place most frequently requested information at the top of the
home page**

24% - Let government agencies share information so I can fill out
government applications/forms more quickly

24% - Make the websites more searchable

17% - Have a government ebay where I can bid on used and confiscated
items

**9% - Reduce the number of government websites**

2% - Provide more fun features such as videos, games, polls, quizzes

There was consistency across age groups with a couple exceptions. There
was more interest (19-21%) in a "government ebay" among the 18-28,
29-42, and 43-52 crowds. Among those 53-63, interest in a government
ebay is around 12%. Also, the "plain language problem" increases with
age - 76% of people in the 64+ category say lack of plain language is a
problem !

**Write ins**

**Add information about :**

  -----------------------------------------------------------------------
  Current topics

  Grants

  Healthcare

  Provide telephone and emergency contact information

  Illegal Aliens

  Veterans

  social Security/Retirement

  Unclaimed monies

  Wasteful spending (name and amount)

  Rebates

  Healthy living sites

  Government auctions

  IRS OIC information/other less common issues

  One Directory or main portal

  Only English

  Tax refunds

  mission Statement

  Corrupt politicians
  -----------------------------------------------------------------------

**Be more like \_ website :**

  -----------------------------------------------------------------------
  mySpace

  social Security

  Google (i.e. search.gov)

  mercksource.com

  AOL

  ask.com

  benefits.com

  USAA
  -----------------------------------------------------------------------

**Allow me to \_ online :**

  -----------------------------------------------------------------------
  Buy

  Chat/ask a question

  Search more easily (keywords)

  Only have one ID for all sites

  Print smaller amounts of postage

  Get a replacement Social Security card

  Complain

  Apply for a grant

  Complete forms

  Have access to what government agencies are doing

  File taxes

  Download bulk files

  Do business on weekends

  Search for personal documents

  Access previous history

  Request services
  -----------------------------------------------------------------------

**Other :**

+-----------------------------------------------------------------------+
| Table of Contents/Directory                                           |
+-----------------------------------------------------------------------+
| Only English                                                          |
+-----------------------------------------------------------------------+
| More of a consumer focus, less bureaucratic                           |
+-----------------------------------------------------------------------+
| Advertise the site more                                               |
+-----------------------------------------------------------------------+
| Keep information updated                                              |
+-----------------------------------------------------------------------+
| medicare program information                                          |
+-----------------------------------------------------------------------+
| Add links to town websites                                            |
+-----------------------------------------------------------------------+
| Allow the gathering of total information requested without having to  |
| access different webpages                                             |
+-----------------------------------------------------------------------+
| Eliminate FAQ                                                         |
+-----------------------------------------------------------------------+
| make pages consistent (to minimize confusion)/more user friendly      |
+-----------------------------------------------------------------------+
| Illegal alien checking                                                |
+-----------------------------------------------------------------------+
| **Other Continued :**                                                 |
|                                                                       |
| Respond to inquiries in a timely fashion/quicker response             |
+-----------------------------------------------------------------------+
| Have a website database                                               |
+-----------------------------------------------------------------------+
| Have agencies communicate with each other                             |
+-----------------------------------------------------------------------+
| Establish a government-only search engine                             |
+-----------------------------------------------------------------------+
| Lower taxes                                                           |
+-----------------------------------------------------------------------+
| make grants more accessible                                           |
+-----------------------------------------------------------------------+
| stop the \"fake\" government sites                                    |
+-----------------------------------------------------------------------+
| Have pdfs of forms so they can be downloaded and printed              |
+-----------------------------------------------------------------------+
| Provide phone numbers to cut thru red tape                            |
+-----------------------------------------------------------------------+
| Use Instant Messaging/Live Chat                                       |
+-----------------------------------------------------------------------+
| Provide more information                                              |
+-----------------------------------------------------------------------+
| Allow email for problems                                              |
+-----------------------------------------------------------------------+
| Provide fewer fun features                                            |
+-----------------------------------------------------------------------+
| Include text of original law                                          |
+-----------------------------------------------------------------------+
| stick to legitimate functions of government                           |
+-----------------------------------------------------------------------+

**Top Government Call Center improvements needed** (select two)

80% - Have a real person answer instead of a machine

61% - Stay open later so that I can call from home after I get home from
work

**29% - Give more thorough answers**

18% - Know where I am calling from so when I ask about something they
can tailor the answer for my state, city

**Other :**

  -----------------------------------------------------------------------
  make sure they speak clear English

  Be less rude

  Give correct answers/be more knowledgeable

  Online chat

  more thorough training

  Be able to contact the same person/less transfers

  Get a live person

  Less hold time

  Open early, before business hours

  make selection menus very clear

  Offer more programs for lower income

  Domestic call centers

  Call reps should ID themselves

  Let you speak to a supervisor when you request one

  Available 24 hours

  send follow up on action taken from call

  Eliminate them

  I\'m satisfied with the phone service
  -----------------------------------------------------------------------

**Top Government Publication improvements needed** (select two)

93% - Make them cheaper or free

81% - Send them to me faster

**Add publications about** :

+-----------------------------------------------------------------------+
| Health/healthcare                                                     |
+-----------------------------------------------------------------------+
| Sales                                                                 |
+-----------------------------------------------------------------------+
| specific IRS forms (examples)                                         |
+-----------------------------------------------------------------------+
| New tax filing issues/Income tax information                          |
+-----------------------------------------------------------------------+
| Anything educational                                                  |
+-----------------------------------------------------------------------+
| Consumer issues                                                       |
+-----------------------------------------------------------------------+
| Grants                                                                |
+-----------------------------------------------------------------------+
| Home loans                                                            |
+-----------------------------------------------------------------------+
| senior information (Benefits, Social Security, Medicare, Elder Care)  |
+-----------------------------------------------------------------------+
| making the IRS understandable                                         |
+-----------------------------------------------------------------------+
| Economic relief checks                                                |
+-----------------------------------------------------------------------+
| Disaster Contacts                                                     |
+-----------------------------------------------------------------------+
| Housing (available, government owned for sale)                        |
+-----------------------------------------------------------------------+
| New/current topics                                                    |
+-----------------------------------------------------------------------+
| Government auctions                                                   |
+-----------------------------------------------------------------------+
| Newspaper ads                                                         |
+-----------------------------------------------------------------------+
| Environmental issues                                                  |
+-----------------------------------------------------------------------+
| Employment (home-based, post graduate)                                |
+-----------------------------------------------------------------------+
| services for grandparents raising children                            |
+-----------------------------------------------------------------------+
| Bids/Contracts                                                        |
+-----------------------------------------------------------------------+
| Directory                                                             |
+-----------------------------------------------------------------------+
| Political Candidates and their stand on issues                        |
+-----------------------------------------------------------------------+
| Local and State government organizations/programs                     |
+-----------------------------------------------------------------------+
| Recent passed laws                                                    |
+-----------------------------------------------------------------------+
| Immigration                                                           |
+-----------------------------------------------------------------------+
| Investments                                                           |
+-----------------------------------------------------------------------+
| Clinical trials                                                       |
+-----------------------------------------------------------------------+
| Large print/paginated                                                 |
+-----------------------------------------------------------------------+
| Downloadable for free                                                 |
+-----------------------------------------------------------------------+
| VA benefits                                                           |
+-----------------------------------------------------------------------+
| Overspending                                                          |
+-----------------------------------------------------------------------+
| Illegal spying                                                        |
+-----------------------------------------------------------------------+
| Adoption                                                              |
+-----------------------------------------------------------------------+
| Herbs and Supplements                                                 |
+-----------------------------------------------------------------------+
| Email information/FAQ                                                 |
+-----------------------------------------------------------------------+
| Alternative living resources                                          |
+-----------------------------------------------------------------------+
| Foreign policy, energy, potential threats                             |
+-----------------------------------------------------------------------+
| **Add publications about continued :**                                |
|                                                                       |
| Positive aspects on world matters                                     |
+-----------------------------------------------------------------------+
| Financial recommendations                                             |
+-----------------------------------------------------------------------+
| Copyright Information                                                 |
+-----------------------------------------------------------------------+
| Rebates                                                               |
+-----------------------------------------------------------------------+

**Other :**

  -----------------------------------------------------------------------
  Easier to search

  Available on-line/Downloadable

  On-line forms and samples

  Only English

  Plain language, clear, concise

  Unbiased

  Directory

  Add publications

  Free to read and print

  Price them what they cost

  Remove publications which have little public value

  more common recipes

  No publications

  separate consumer publications from nonconsumer publications

  What they do now is fine

  Prices for location

  Keep them current

  Improve PDF formatting

  Larger print

  make paper environmentally friendly

  Available in more locations (libraries, post office)

  Limit them/fewer publications

  Be able to request more information

  more informative

  Other languages

  Only send to people that want them

  Discontinue paper publications
  -----------------------------------------------------------------------

8.  **How should the government use videos online to deliver information
    and services to you?** (select all that apply)

**52% - To explain how to fill out common forms (e.g., passport
applications, tax forms, medicare)**

47% - To show consumer tips (e.g., how to save energy, avoid scams)

30% - To broadcast key government agency proceedings (e.g., press
conferences regarding toy safety, food safety)

28% - To show government programs in action (e.g., NASA shuttle
launches)

25% - To have online town halls with government officials

23% - To learn about government jobs

20% - None of these

Among those answering "none of these," age, income, and education were
not significant drivers.

**Other :**

  -----------------------------------------------------------------------
  Emergency information

  should not use video

  To demonstrate or explain complicated information

  Government meetings

  Grants

  Alerts about new bills being considered

  self-defense (ways to protect oneself)

  Rebates

  Campaign contributions

  Daily reports

  Contact representatives

  make services more well known

  show government programs in action

  Virtual tours

  sex offender alerts

  Amber alerts

  make it available only when requested
  -----------------------------------------------------------------------

9.  **How do you prefer to provide feedback to government agencies and
    share your ideas for better government?** (select all that apply)

**66% - Write to government officials by email**

**47% - Fill out online customer satisfaction surveys**

**27% - Call government officials**

**22% - Participate in online citizen panels or in person focus groups**

**21% - Write to government officials by mail**

19% - Attend online \"town hall\" meetings or \"live chats\" with
government officials

**10% - Comment on government blogs**

11% - None of these

7% - Publish your ideas on the web or via other media (e.g., newspaper,
magazine, etc.)

4% - Create your own advocacy group and invite government officials to
participate

No significant differences across education and income levels.

Consumer use of email to write to government officials INCREASES with
age:

18-28 55% \*

29-42 64%

43-52 70%

53-63 71%

64+ 70%

> \*People in this age group expressed the strongest interest in
> providing feedback via blogs and publishing their ideas on the web or
> in a newspaper or magazine.

For the people who answered "none of these," the age breakdown is as
follows:

14 % of those who answered "none of these" were Generation Y (age 18-28)

12% of those who answered "none of these" were Generation X (age 29-42)

10% of those who answered "none of these" were Younger Boomers (age
43-52)

9% of those who answered "none of these" were Older Boomers (age 53-63)

9% of those who answered none of these were Senior (age 64+).

10. **What search engine do you start with when trying to locate federal
    government information on the Web?** (select one)

**59% - Google**

17% - Yahoo

7% - MSN

**6% - USA.gov**

5% - AOL

**Other :**

+-----------------------------------------------------------------------+
| Alta Vista                                                            |
+-----------------------------------------------------------------------+
| Ask Jeeves                                                            |
+-----------------------------------------------------------------------+
| AT&T                                                                  |
+-----------------------------------------------------------------------+
| BenefitBar                                                            |
+-----------------------------------------------------------------------+
| Blackle                                                               |
+-----------------------------------------------------------------------+
| Blingo                                                                |
+-----------------------------------------------------------------------+
| Canada.com                                                            |
+-----------------------------------------------------------------------+
| ChaCha                                                                |
+-----------------------------------------------------------------------+
| Comcast                                                               |
+-----------------------------------------------------------------------+
| Copernic                                                              |
+-----------------------------------------------------------------------+
| **Other continued:**                                                  |
|                                                                       |
| Cuil                                                                  |
+-----------------------------------------------------------------------+
| Dogpile                                                               |
+-----------------------------------------------------------------------+
| Excite                                                                |
+-----------------------------------------------------------------------+
| Foxfire                                                               |
+-----------------------------------------------------------------------+
| Goodsearch                                                            |
+-----------------------------------------------------------------------+
| Google                                                                |
+-----------------------------------------------------------------------+
| Internet Explorer                                                     |
+-----------------------------------------------------------------------+
| IRS.gov                                                               |
+-----------------------------------------------------------------------+
| ixquick                                                               |
+-----------------------------------------------------------------------+
| Juno                                                                  |
+-----------------------------------------------------------------------+
| mamma                                                                 |
+-----------------------------------------------------------------------+
| mSN                                                                   |
+-----------------------------------------------------------------------+
| my Points                                                             |
+-----------------------------------------------------------------------+
| Optimum                                                               |
+-----------------------------------------------------------------------+
| search.com                                                            |
+-----------------------------------------------------------------------+
| Verizon                                                               |
+-----------------------------------------------------------------------+
| Webcrawler                                                            |
+-----------------------------------------------------------------------+
| Windstream.net                                                        |
+-----------------------------------------------------------------------+
| Name of agency                                                        |
+-----------------------------------------------------------------------+
| Local by state                                                        |
+-----------------------------------------------------------------------+
| myWebSearch                                                           |
+-----------------------------------------------------------------------+

11. **If you could add specific types of government updated information
    to your personal home page (iGoogle, MyYahoo), what would you
    choose?** (Select all that apply)

**44% - Local weather conditions**

**34% - National Weather Service warnings**

24% - Tax tips

23% - Government Auctions (real estate and surplus)

**22% - Government Contacts (elected officials)**

19% - Government Jobs

19% - Government Search

22% - None of these

12. **What would be the most useful feature of a search engine dedicated
    only to government information?** (select one)

> **36% - Provides official government information**
>
> **23% - No advertising or not trying to sell me something**
>
> **17% - Provides most recent and up-to-date information**
>
> 5% - Provides relevant results
>
> 4% - Provides a clustering tool (grouping results) to help refine
>
> 3% - Provides an advanced search feature
>
> 2% - Remembers your search history
>
> 2% - Provides records of most popular searches

**Other :**

  -----------------------------------------------------------------------
  No pop ups on web page

  Names/E-mail addresses of elected officials

  Only in English

  market for Tbills and Municipal Bonds tickers

  Truthfulness

  Tax issues

  All of the above
  -----------------------------------------------------------------------

Project cost - \$25,750

Benefit - 12 custom questions to 5,249 consumers

Age of consumers -- 18 to 88

> **Key Recommendations**
>
> **From Forrester's Q3 2008 Online Survey**

-   Continue to consider 24 hour email turnaround time (Top Finding 2)

-   Consider targeting mobile USA.gov information to those in
    Generations X and Y (work / life balance, buying your first home,
    getting your first job, pursuing additional education while you
    work) (Top Finding 4)

-   Make state and local government information more prominent on mobile
    USA.gov (Top Finding 7)

-   Pursue personalization, i.e MyUSA.gov. Only 22% expressed no
    interest in this service, so we can assume that 78% have some
    interest. (Top Finding 11)

-   Continue our leadership in the government web community (top tasks,
    plain language, easy to find contact information). Even though "easy
    to find contact information" is an OMB requirement, 59% of consumers
    report that it is still a problem. (Top Finding 6A)

-   Consider giving more thorough answers to NCC callers, as opposed to
    referrals (Top Finding 6B)

9/25/08

-   Gen X, age 29-42

-   Gen Y, age 18-28