# Presentation: 668324

## Results of the Q4 2007

**Results of the Q4 2007**
**American E-Government Satisfaction Index**

**Errol Hau**
**Senior Director of Government Markets**
**ForeSee Results**
**December 20, 2007**

## Summary of Findings

- Aggregate satisfaction: 72.9
-  Down 0.5% quarter-over-quarter
-  Down 1.4% year-over-year
- Continuation of declining trend:
- 3rd straight quarter of declining scores
- 103 sites measured in Q3 2007
- Up 13% from last quarter
- 20 sites (19% of total) are “top performers”
- Scores of 80 or higher

## Comparative Government Satisfaction

- Citizens more satisfied with web than with federal
- government overall

*Real-time data collection from >100 federal websites*
*24,000 respondents collected for one quarter  *(CI +/- 0.3)

-  *Experience with any Federal agency over the past year*
* **1,374 respondents collected*  (CI +/- 1.1)

- +5.1 gap

- *90% confidence interval, std dev 20

## Comparative Government Satisfaction

- 2007 Quarterly Scores support new
- Annual ACSI E-Government Score

*1st Quarter **	**	**	**	**	** **73.4** *

## Comparison to Private Sector

| 
E-Government Q4 2007 |            
      72.9 |
| --- | --- |
| E-Business Q2 2007
(news/information, search engines, portals) |      
      75.2 |
| E-Commerce Q4 2006
(online retail, travel, auction, brokerage) | 
      80.0 |

## ACSI E-Gov Index Trend

**Q4 2007****	****	****72.9**
- 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

**Need to go back**
** **_**10 quarters**_** **
**to find a **
**comparable**
** ****quarterly **
**E-Government **
**Score.**
**  **

## ACSI E-Gov Index Trend

- Q4 2007 is 3rd straight quarter of declining scores

## 					80s	70s	60s     <60
Q4 2007 Satisfaction		20	54	24	5
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

- 					**80s****	****70s****	****60s     <60**
- Q4 2007 Satisfaction		20	54	24	5
- 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

- Distribution of Scores Over Time

- 					 **80s****	****70s****	****60s        <60**
- Q4 2007 Satisfaction		19%	52%	23%	5%
- Q3 2007 Satisfaction		21%	54%	21%	4%
- 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%

## Satisfaction Scores Over Time

| % of sites with higher scores | % of sites with lower scores | % of sites with same score |
| --- | --- | --- |
| 40% | 33% | 27% |

- Quarterly Comparison of Q3 2007 to Q4 2007

| % of sites with higher scores | % of sites with lower scores | % of sites with same score |
| --- | --- | --- |
| 39% | 35% | 26% |

- Annual Comparison of Q4 2006 to Q4 2007

## Trend: Satisfaction and Future Behaviors

## Future Behaviors: Quarter-Over Quarter

- Future Behaviors: Quarter-Over Quarter

|  | Q3 2007 | Q4 2007 | % Change |
| --- | --- | --- | --- |
| Satisfaction | 73.3 | 72.9 | -0.5% |
| Return | 83 | 82 | -1.2% |
| Recommend | 79 | 79 | 0 |
| Primary Resource | 75 | 75 | 0 |

- All future behavior scores lower or flat compared
- to last quarter

## Element Scores

| ELEMENT | Q3 ’07 | Q4 ’07 | % CHANGE |
| --- | --- | --- | --- |
| Content | 79 | 79 | 0 |
| Functionality | 76 | 76 | 0 |
| Look & Feel | 77 | 77 | 0 |
| Navigation | 73 | 73 | 0 |
| Search | 73 | 73 | 0 |
| Tasks/
Transactions | 81 | 81 | 0 |

- Element scores flat from last quarter

## Element Analysis

- Which elements are top priority for improvement?
-       (1st or 2nd priority)

| Element | Q4 2007 Top Priority (% of sites) | Q3 2007 Top Priority (% of sites) |
| --- | --- | --- |
| Search | 85% | 79% |
| Tasks & Transactions 
(11 sites measure) | 64% | 80% |
| Navigation | 47% | 42% |
| Functionality | 41% | 50% |
| Look & Feel | 34% | 27% |
| Site Performance | 14% | 13% |
| Content | 6% | 6% |

## Top-Priority Elements by Category

- E-commerce/Transactional
- Search: 			83%
- Tasks/Transactions	 	71%
- Information/News
- Search:			83%
- Functionality:		41%
- Portal/Dept. Main
- Search:			88%
- Functionality:		46%
- Recruitment/Careers
- Navigation:		75%

## Functional Categories:Quarterly Comparison

- Functional Categories:Quarterly Comparison

|   | Q3 2007 | Q4 2007 | Change |
| --- | --- | --- | --- |
| ACSI E-Government Aggregate | 73.3 | 72.9 | - 0.5% |
|   E-Commerce / Transactions | 74.6 | 74.6 | 0% |
|   Information / News | 72.7 | 72.3 | - 0.6% |
|   Portals / Department Main Sites | 73.0 | 72.8 | -0.3% |
|   Recruitment | 77.2 | 77.6 | 0.5%* |

- *Not significant due to low responses and small number of sites

## Functional Categories: Year over Year

- Functional Categories: Year over Year

|   | Q4 2006 | Q4 2007 | Change |
| --- | --- | --- | --- |
| ACSI E-Government Aggregate | 73.9 | 72.9 | - 1.4% |
|   E-Commerce / Transactions | 74.5 | 74.6 | 0.1% |
|   Information / News | 72.9 | 72.3 | - 0.8% |
|   Portals / Department Main Sites | 74.9 | 72.8 | -2.8% |
|   Recruitment/ Careers | 77.2 | 77.6 | .5% |

## Scores by Department

| Department | Q4 2007 |
| --- | --- |
| Department of Health and Human Services | 79.8 |
| Social Security Administration | 78.4 |
| Department of Treasury | 72.4 |
| General Services Administration | 70.7 |
| Department of State | 69.4 |
| Department of Agriculture | 68.7 |

## Scores by Organizational Categories

|  | Q3 2007 | Q4 2007 | Change |
| --- | --- | --- | --- |
| Departments  | 70.8 | 71.6 | 1.1% |
| Agencies | 73.4 | 73.1 | - 0.4% |
| Programs  | 74.5 | 73.4 | -1.5% |

## Scores of 80 and above

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

## Top Performers (Cont’d)

## Why Strong Satisfaction is Important

|  | Top Performers
(top 20%) | Bottom Performers (bottom 20%) | % Difference |
| --- | --- | --- | --- |
| Return | 89 | 76 | 17% |
| Recommend | 86 | 71 | 21% |
| Primary Resource | 81 | 70 | 16% |

- Satisfaction leads to desired future behaviors

## Q & A

## For More Information...

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