# Presentation: 272497

## Results of the Q3 2007

**Results of the Q3 2007**
**American E-Government Satisfaction Index**

**Larry Freed **
**CEO**
**ForeSee Results**
**September 25, 2007**

## Summary of Findings

- Aggregate satisfaction: 73.3
-  Down 0.5% quarter-over-quarter
-  Down 0.5% year-over-year
- Continuation of flat trend
- Past 9 quarters: Aggregate score 73.3 - 74
- 19% of sites have scores of 80+ = top performer
- 91 sites measured in Q3 2007
- Up 10% from last quarter

## ACSI E-Gov Index Trend

- Q3 2007        		73.3
- Q2 2007		73.7
- Q1 2007		73.4
- Q4 2006		73.9
- Q3 2006		73.7
- Q2 2006		74.0
- Q1 2006		73.5
- Q4 2005		73.9
- Q3 2005		73.5
- Q2 2005		72.6
- Q1 2005		71.9
- Q4 2004 		72.1
- Q3 2004 		71.2
- Q2 2004 		70.3
- Q1 2004		70.7
- Q4 2003		69.8
- Q3 2003		66.7

## ACSI E-Gov Index Trend

## Comparison to Private Sector

| E-Government Q3 2007 | 73.3 |
| --- | --- |
| E-Business Q2 2007
(news/information, search engines, portals) | 75.2 |
| E-Commerce Q4 2006
(online retail, travel, auction, brokerage) | 80.0 |

## 					80s	70s	60s     <60
Q3 2007 Satisfaction		19	49	19	4
Q2 2007 Satisfaction		15	49	17	2
Q1 2007 Satisfaction		16	45	15	4
Q4 2006 Satisfaction		18	50	18	1
Q3 2006 Satisfaction		18	52	22	3
Q2 2006 Satisfaction		20	52	18	2

- Q3 2007 Satisfaction		19	49	19	4
- Q2 2007 Satisfaction		15	49	17	2
- Q1 2007 Satisfaction		16	45	15	4
- Q4 2006 Satisfaction		18	50	18	1
- Q3 2006 Satisfaction		18	52	22	3
- Q2 2006 Satisfaction		20	52	18	2

- Distribution of Scores Over Time

- 					**80s****	****70s****	****60s        <60****	****Below 60**
- Q3 2007 Satisfaction		21%	54%	21%	44%
- Q2 2007 Satisfaction		18%	59%	20%	2%
- Q1 2007 Satisfaction		20%	56%	19%	5%
- Q4 2006 Satisfaction		21%	57%	21%	1%
- Q3 2006 Satisfaction		19%	55%	23%	3%
- Q2 2006 Satisfaction		22%	56%	20%	2%

## Trend: Satisfaction and Future Behaviors

## Future Behaviors: Quarter-Over Quarter

|  | Q3 2007 | Q2 2007 | % Change |
| --- | --- | --- | --- |
| Satisfaction | 73.3 | 73.7 | -0.5% |
| Return | 83 | 83 | 0 |
| Recommend | 79 | 79 | 0 |
| Primary Resource | 76 | 75 | -1.3% |

## Element Scores

| ELEMENT | Q3 ’07 | Q2 ’07 | % CHANGE |
| --- | --- | --- | --- |
| Content | 79 | 80 | -1.3% |
| Functionality | 76 | 77 | -1.3%
 |
| Look & Feel | 77 | 78 | -1.3% |
| Navigation | 73 | 73 | 0% |
| Search | 73 | 74 | -1.4% |
| Tasks/
Transactions | 81 | 80 | 1.4% |

## Element Analysis

- Which elements are top priority for improvement?
-  (1st or 2nd priority)
- Tasks & Transactions:	80%*
- Search: 			79%
- Functionality: 		50%
- Navigation:			42%
- Look & Feel:		27%
- Site Performance:		13%
- * Measured by only 10 sites

## Top-Priority Elements by Category

- E-commerce/Transactional
- Tasks/transactions: 	100%
- Search:			  67%
- Information/News
- Search:			85%
- Functionality:		53%
- Portal/Dept. Main
- Search:			67%
- Functionality:		52%
- Recruitment/Careers
- Navigation:		60%
- Job Descriptions:		50%

## Functional Categories:Quarterly Comparison

|   | Q3 2007 | Q2 2007 | Change |
| --- | --- | --- | --- |
| ACSI E-Government Aggregate | 73.3 | 73.7 | -0.5% |
|   E-Commerce / Transactions | 74.6 | 76.8 | -2.9% |
|   Information / News | 72.7 | 73.2 | -0.7% |
|   Portals / Department Main Sites | 73.0 | 72.6 | 0.6% |
|   Recruitment | 77.2 | 76.5 | 0.9% |

## Functional Categories: Year over Year

|   | Q3 2007 | Q3 2006 | Change |
| --- | --- | --- | --- |
| ACSI E-Government Aggregate | 73.3 | 73.7 | -0.5% |
|   E-Commerce / Transactions | 74.6 | 74.5 | 0.1% |
|   Information / News | 72.7 | 72.7 | 0% |
|   Portals / Department Main Sites | 73.0 | 74.8 | -2.5% |
|   Recruitment | 77.2 | 77.2 | 05 |

## Scores by Department

| Department | Q3 2007 | Q2 2007 | Change |
| --- | --- | --- | --- |
| Department of Health and Human Services | 78.6 | 79.1 | - 0.6% |
| Social Security Administration | 78.7 | 78.1 | - 0.7% |
| General Services Administration | 71.2 | 71.7 | - 0.6% |
| Department of Treasury | 71.9 | 70.8 | 1.5% |
| Department of Agriculture | 68.3 | 68.3 | 0% |

## Scores by Organizational Categories

|  | Q3 2007 | Q2 2007 | Change |
| --- | --- | --- | --- |
| Departments  | 70.8 | 69.9 | 1.3% |
| Agencies | 73.4 | 73.4 | 0% |
| Programs  | 74.5 | 77.1 | - 3.4% |

## A Few Success Stories

- Bureau of Economic Analysis, Commerce (http://www.bea.gov)
- 4-point increase in last quarter
- Financial Management Service, Treasury (www.fms.treas.gov)
- 4-point increase from last quarter
- Dept. of State Recruitment (careers.state.gov)
- 3-point increase from last quarter

## Scores of 80 and above

-  19 sites (21%) have scores of 80+

## Why Strong Satisfaction is Important

|  | Top Performers
(80+) | Bottom Performers (70 or below) | % Difference |
| --- | --- | --- | --- |
| Return | 88 | 78 | 13% |
| Recommend | 86 | 72 | 19% |
| Primary Resource | 80 | 71 | 13% |

- Satisfaction leads to desired future behaviors

## Best Practices for Top-Performing Sites

**Total commitment to meeting public’s diverse needs**
**Recognition by management of strategic value of web**
**Use of “voice of customer” as improvement tool**
**Focus on mission of citizen service**

## Q & A

## For More Information...

- Larry Freed
- Larry.Freed@ForeSeeResults.com
- (734) 205-2555
- Rick Jacobson
- Rick.Jacobson@ForeSeeResults.com
- 734-205-2635
- Errol Hau
- Errol.Hau@ForeSeeResults.com
- (734) 205-2552