4 ways to improve citizen-government satisfaction

Citizen satisfaction with federal services increases

Citizen satisfaction with federal government services is now at its highest level since 2006, according to the latest annual report from the American Customer Satisfaction Index.

ACSI found that customer satisfaction in federal government services is at 69.7 on a 0-100 scale. The report divides the drivers of citizen satisfaction into four categories: process, information, customer service and websites. Customer service was the only driver that did not increase over last year, it deceased slightly from 78 to 77, but it is still tied with websites as the drivers with the highest satisfaction.

Better satisfaction with process, information and websites resulted in the overall increase, the report concluded.

Technology and digital services may have lifted user satisfaction by remedying the worst aspects of government services, like filling out forms and submitting applications, ACSI said.  Federal websites are easier to use and more helpful, it suggested, and agencies are providing information that is more accessible and understandable.

ACSI derives its conclusions from thousands of interviews that inform an econometric model for analyzing customer satisfaction.

“Unlike last year, when improvements in federal e-government website services stood out as the driving force behind higher satisfaction, a more diverse array of attributes are prompting the current ACSI increase,” the report said.

The Departments of Justice and the Interior had the highest levels of satisfaction with scores of 81 and 78, respectively. Treasury and Housing and Urban Development scored the lowest at 61 and 60, respectively.

About the Author

Matt Leonard is a former reporter for GCN.

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