Post on 17-Jul-2020
transcript
T H E F O R E S E E E X P E R I E N C E I N D E X : E - G O V
C O M M E N T A R Y A N D A N A LY S I S
Dave Lewan Vice President, ForeSee
With an introduction from Eric Keller, Partnership for Public Service
R E S E A R C H A S S I S T A N T
Anna Salomonsson
Q2 2 0 1 7 U P D A T E
© August 2017 ForeSee
TABLE OFCONTENTS
Executive Summary
Introduction
Websites
Mobile Sites and Apps
About the Index
3
4
6
15
19
The ForeSee Experience Index: E-Gov (formerly the ForeSee E-Government Satisfaction Index) is a quarterly
reflection of citizens’ experience with federal government websites. We publish a full report once a year in
February (download the 2016 report here) and quarterly updates in May, August, and November.
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7
2 E X E C U T I V E S U M M A R Y »
Executive Summary: Digital CX Rises Again in Q2 2017
M O S T I M P R O V E DW E B C X R I S E S I N Q 2
WEB
MOBILE SITES AND APPS
76up 0.2 points from
75.8 in Q1 2017
78.7down 0.7 points from
79.4 in Q1 2017
W H Y C X M A T T E R S
Citizens who have a great experience with e-gov websites are:
• 90% more likely to use the website as a primary resource
• 106% more likely to recommend the website to a friend or family member
• 60% more likely to trust in the Government
T H E F X I : T H E G O L D S T A N D A R D
• More than 10 million citizen surveys since 2002
• More than 182,000 citizen surveys in Q2 2017 alone
• Nearly 1 million surveys total in 2016
• 90+ websites
• 20+ mobile websites and apps
+777USDA FOOD SAFETY AND INSPECTION SERVICE
+582HHS NATIONAL INSTITUTE OF ARTHRITIS AND MUSCULOSKELETAL AND SKIN DISEASES
+582SSA iAPPEALS
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7
3 W E B »
L E A R N M O R E »
L E A R N M O R E »
« T A B L E O F C O N T E N T S
Many federal agencies are making progress on improving
the customer experience with digital services. A sustained
focus on this issue from both the Obama and the Trump
administrations is beginning to pay off, along with a push toward
developing digital systems incrementally with constant feedback from
the end-user.
But now is not the time for leaders to lose momentum. Creating a
consistent customer experience is almost as important as creating a
great customer experience. As private-sector organizations continue to
innovate and set higher standards, federal services that do not keep pace
will see the gains they have made evaporate quickly.
Now is the time for agency leaders to dive deeper into citizen feedback
and take their digital services to the next level. They can use insights
from quantitative survey data to inform further qualitative research. For
example, great insights can come from directly observing how citizens
interact with a website, or through conducting a few interviews about
how the site could be improved.
By digging further into citizens’ perspectives, agencies can design
better digital services that will help advance the mission and
potentially lower costs.
Eric Keller is a senior program manager for research at the Partnership for
Public Service, a non-profit, non-partisan organization that strives for a more
effective government for the American people.
IntroductionBY ERIC KELLER , PARTNERSHIP FOR PUBLIC SERVICE
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7
4 W E B »« T A B L E O F C O N T E N T S
W e live in an era of strong and divided
opinions, which was only amplified
in the last presidential election.
You need only glance at news headlines on any
given day for confirmation. Polls show that for
many citizens, this division and harsh political
rhetoric means a great deal of uncertainty and
lack of confidence in the federal government
overall. Things feel unstable and unpredictable.
However, while the daily news makes it seem
like the federal government has lost its balance,
citizen satisfaction with E-Government is
strong, steady, stable, and rising.
Why is this sort of stability important to note?
Because people still need access to information
and news related to federal agencies involved
with health, finances, employment, and more.
They still require a stellar experience when using
portals, applying for jobs, and making required
transactions via government digital services.
These things matter as much as making sure
the trains run on time for working class folks
in busy cities. Doing so builds greater trust in
government, and strengthens the notion that
federal government has not abandoned them.
It's something ForeSee is proud to provide hard
empirical data to back up in the form of survey
responses from tens of thousands of citizens.
And for the second quarter of 2017, satisfaction
with E-Government saw an increase overall.
Additionally, trust in government also increased
by 2% (compared to 58% trust last quarter).
What's more encouraging, especially for the
hardworking professionals focused on improving
the citizen experience, is that providing a highly
satisfied experience makes citizens 90% more
likely to use the digital channel as their primary
resource (up 3% compared to last quarter) and
106% more likely to recommend it to friends,
family, and other citizens (up 5% from Q1 2017).
These figures are even greater for satisfaction
of mobile government CX, as you'll see in the
following report.
I'll conclude with this: while it may seem
like the stability provided by ever-increasing
satisfaction of digital government services is
disconnected from the uncertainty caused by
our political system, it is every bit as important.
Citizen Satisfaction with E-Government: A Source of Stability E-GOV EXPERIENCE PROVIDES SOLID GROUND TO STAND ON DESPITE THE POLITICAL CLIMATE
“It's the quality of the ordinary, the straight, the square, that accounts for the great stability and success of our nation. It's a quality to be proud of...”
— PRESIDENT GERALD FORD
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7
5 W E B »« T A B L E O F C O N T E N T S
WEB UPDATEF O R E S E E E X P E R I E N C E I N D E X E - G O V E R N M E N T Q 2 2 0 1 7
66 M O B I L E »« I N T R O D U C T I O N
76
Federal Web CX Over TimeCX BY QUARTER: 2007 –2017
Q2 2007
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Q2 2013
Q2 2014
Q2 2015
Q2 2016
Q2 2017
73.4CX
SC
OR
E (
100
-PO
INT
SC
ALE
)
QUARTER AND YEAR
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > W E B
7« I N T R O D U C T I O N M O B I L E »
DEPARTMENT/AGENCY WEBSITE FXI SCORE
AVERAGE WEB CX 76
SSA Extra Help with Medicare Prescription Drug Plan Costs—socialsecurity.gov/i1020 93
SSA SSA Retirement Estimator—ssa.gov/estimator 91
SSA SSA iClaim—socialsecurity.gov/applyonline 89
SSA SSA - my Social Security—ssa.gov/myaccount 89
TREASURY Electronic Federal Tax Payment System—eftps.com 88
HHS MedlinePlus en español—medlineplus.gov/esp 88
HHS MedlinePlus—medlineplus.gov 87
OPM Office of Personnel Management: Onboarding Manager—onboarding.usastaffing.gov 87
SSA Social Security Business Services Online—ssa.gov/bso 86
TREASURY U.S. Internal Revenue Service Direct Pay—irs.gov/payments/direct-pay 85
DHS U.S. Citizenship and Immigration Services Resource Center—uscis.gov/portal/site/uscis/citizenship 84
F O R E S E E E X P E R I E N C E I N D E X Q 2 2 0 1 7
FXI : E-GOVERNMENT Q2 2017
Formerly “satisfaction scores,” the methodology used to calculate “FXI scores” is the same, making them comparable to all past scores.
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > W E B
8« I N T R O D U C T I O N M O B I L E »
DEPARTMENT/AGENCY WEBSITE FXI SCORE
DOD U.S. Navy—navy.mil 84
DHS U.S. Citizenship and Immigration Services—uscis.gov/casestatus/landing.do 84
HHS National Institute of Diabetes and Digestive and Kidney Diseases—niddk.nih.gov 84
HHS National Library of Medicine Genetics Home Reference website—ghr.nlm.nih.gov 84
OPM Office of Personnel Management: Retirement Services—servicesonline.opm.gov 84
BOARDS, COMMISSIONS, AND COMMITTEES American Battle Monuments Commission—abmc.gov 83
OPM Office of Personnel Management—applicationmanager.gov 83
CIA Central Intelligence Agency Careers—cia.gov/careers 83
DHS U.S. Citizenship and Immigration Services Español—uscis.gov/portal/site/uscis-es 83
HHS National Women's Health Information Center (NWHIC)—womenshealth.gov 83
HHS AIDSinfo—aidsinfo.nih.gov 82
HHS Centers for Disease Control and Prevention—cdc.gov 82
NASA NASA main website—nasa.gov 82
HHS National Institute of Arthritis and Musculoskeletal and Skin Diseases—niams.nih.gov 82
SSA SSA iAppeals - Disability Appeal—ssa.gov/disabilityssi/appeal.html 82
FTC FTC Complaint Assistant website—ftccomplaintassistant.gov 81
Q 2 2 0 1 7 E - G O V E R N M E N T S A T I S F A C T I O N I N D E X ( C O N T I N U E D F R O M PA G E 8 )
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > W E B
9« I N T R O D U C T I O N M O B I L E »
DEPARTMENT/AGENCY WEBSITE FXI SCORE
SEC U.S. Securities and Exchange Commission—investor.gov 81
HHS National Institute of Dental and Craniofacial Research—nidcr.nih.gov 81
DOD Arlington National Cemetery—arlingtoncemetery.mil 80
HHS National Institute of Child Health and Human Development—nichd.nih.gov 80
DOC National Geodetic Survey, National Oceanic and Atmospheric Administration website—ngs.noaa.gov 80
SSA SSA iClaim - Disability—ssa.gov/applyfordisability 80
HHS Agency for Healthcare Research and Quality—ahrq.gov 79
DOD U.S. Air Force—af.mil 79
HHS InfoSida—infosida.nih.gov 79
SSA Social Security Online—socialsecurity.gov 79
NRC U.S. Nuclear Regulatory Commission website—nrc.gov 79
DOS U.S. Department of State Careers—careers.state.gov 78
DOD U.S. Marines—marines.mil 78
HHS National Library of Medicine main website—nlm.nih.gov 78
HHS Substance Abuse and Mental Health Services Administration Publications Ordering—store.samhsa.gov 78
TREASURY U.S. Mint Online—usmint.gov 78
Q 2 2 0 1 7 E - G O V E R N M E N T S A T I S F A C T I O N I N D E X ( C O N T I N U E D F R O M PA G E 9 )
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > W E B
1 0« I N T R O D U C T I O N M O B I L E »
DEPARTMENT/AGENCY WEBSITE FXI SCORE
VA MyHealtheVet—myhealth.va.gov 78
DOC NOAA National Weather Service—weather.gov 78
DOD U.S. Department of Defense—defense.gov 77
DOJ Federal Bureau of Investigation—fbi.gov 77
USDA Food Safety and Inspection Service—fsis.usda.gov 77
PBGC MyPBA—egov.pbgc.gov/mypba 77
DOC NOAA Tides and Currents—tidesandcurrents.noaa.gov 77
DOI National Park Service—nps.gov 77
DOL Bureau of Labor Statistics—bls.gov 76
DHS U.S. Citizenship and Immigration Services—uscis.gov/e-verify 76
DOJ National Institute of Justice—nij.gov 76
SBA Small Business Administration—sba.gov 76
DOS Bureau of Consular Affairs—travel.state.gov 76
DOC Bureau of Economic Analysis—bea.gov 74
FTC Federal Trade Commission—ftc.gov 74
GAO Government Accountability Office—gao.gov 74
Q 2 2 0 1 7 E - G O V E R N M E N T S A T I S F A C T I O N I N D E X ( C O N T I N U E D F R O M PA G E 1 0 )
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > W E B
1 1« I N T R O D U C T I O N M O B I L E »
DEPARTMENT/AGENCY WEBSITE FXI SCORE
HHS Office for Civil Rights—hhs.gov/ocr 74
DHS U.S. Citizenship and Immigration Services—uscis.gov/portal/site/uscis 74
DOT U.S. Department of Transportation—fhwa.dot.gov 73
USDA Economic Research Service—ers.usda.gov 73
DOT Federal Aviation Administration—faa.gov 73
TREASURY U.S. Department of the Treasury Office of Financial Stability—treasury.gov/initiatives/financial-stability 73
USDA Recreation One-Stop—recreation.gov 72
ITC U.S. International Trade Commission—usitc.gov 72
HHS ClinicalTrials.gov—clinicaltrials.gov 71
USDA Natural Resources Conservation Service—nrcs.usda.gov 71
SEC U.S. Securities and Exchange Commission—sec.gov 71
PBGC U.S. Pension Benefit Guaranty Corp—pbgc.gov 69
DOT Federal Railroad Administration—fra.dot.gov 69
HHS Substance Abuse and Mental Health Services Administration—samhsa.gov 69
OPM Recruitment website—usajobs.gov 69
TREASURY U.S. Alcohol and Tobacco Tax and Trade Bureau—ttb.gov 69
Q 2 2 0 1 7 E - G O V E R N M E N T S A T I S F A C T I O N I N D E X ( C O N T I N U E D F R O M PA G E 1 1 )
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > W E B
1 2« I N T R O D U C T I O N M O B I L E »
Q 2 2 0 1 7 E - G O V E R N M E N T S A T I S F A C T I O N I N D E X ( C O N T I N U E D F R O M PA G E 1 2 )
DEPARTMENT/AGENCY WEBSITE FXI SCORE
HHS U.S. Food and Drug Administration—fda.gov 68
DOC NOAA Satellite and Information Service—nesdis.noaa.gov 67
DOC U.S. Patent and Trademark Office—uspto.gov 67
HHS Health Resources and Services Administration—hrsa.gov 66
DOC U.S. Census Bureau—census.gov 66
DOS U.S. Department of State—state.gov 65
TREASURY U.S. Internal Revenue Service—irs.gov 65
TREASURY U.S. Department of the Treasury—treasury.gov 64
NARA National Archives and Records Administration—archives.gov 63
DOD Center for Development of Security Excellence 62
USDA U.S. Forest Service—fs.usda.gov 62
DOJ Bureau of Justice Statistics—bjs.gov 61
DOI U.S. Geological Survey—usgs.gov 59
DOD TRICARE—tricare.mil 58
HHS U.S. Health and Human Services E-Grant—grants.gov 58
VA U.S. Department of Veterans Affairs—va.gov 58
DOE U.S. Department of Education—ed.gov 55
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > W E B
1 3« I N T R O D U C T I O N M O B I L E »
Drivers of the Web Experience TOP DRIVERS FOR IMPROVING WEB CX
Navigation 49% the ease of finding pages, consistency of layout, and ease of narrowing choices
Information Browsing 40% the ability to sort information and narrow choices, and the usefulness of site features in finding information
Site Information 37% the extent to which information is understandable, thorough, and provides answers to questions
Note: a change in top drivers from previous quarters reflects
a shift to updated survey models.
Outcomes of a Great Web Experience CUSTOMERS WHO HAVE A GREAT WEB CX ARE
90% more likely to use the site as a primary resource
106% more likely to recommend the site
56% more likely to return to the website
60% more likely to trust in the government
WEB EXPERIENCE
76 F X I S C O R E
The FXI model presented below is based on the multi-patented methodology ForeSee has been using for two decades with hundreds of government
websites and more than 100 million benchmarkable customer experiences. On the left side are the drivers that show which improvements will drive a
higher FXI score. The right side quantifies the results of making those improvements.
CX: Drivers and Outcomes
Numbers represent the % of federal sites that register this driver as a first or second priority for improvement.
The FXI provides contextual insights, revealing a visitor's overall satisfaction, satisfaction compared to expectations
and satisfaction compared to the idea of an ideal web experience.
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > W E B
1 4« I N T R O D U C T I O N M O B I L E »
MOBILE UPDATEF O R E S E E E X P E R I E N C E I N D E X E - G O V E R N M E N T Q 2 2 0 1 7
1 51 5« W E B A B O U T T H E F X I »
SATISFACTION WITH MOBILE SITES AND APPS
With citizens increasingly using mobile
devices to access the Government’s digital
channels, ForeSee initiated the Mobile Federal
Government Benchmark in Q4 2013, making
this our 16th consecutive report on Federal
mobile satisfaction.
According to Pew, 77% of Americans now own
smartphones, more than double the 35% in 2011.
Accordingly, Federal agencies, departments
and programs are quickly gaining mobile
sophistication. Mobile gov (mgov) comfortably
outperforms mobile retail (78.7 vs. 77).
However, as citizens’ expectations rise, so will
the need to improve further.
The following table shows the average
aggregate CX score for the Government’s
mobile websites and apps for Q2 2017, as well
as how the scores from this relatively new
index compare with scores from other indexes.
Q2 2017
Number of Mobile Websites Measured 22
Number of Responses Collected 151,071
Average E-Government Mobile FXI Score 78.7
Highest Mobile FXI Score 88
Lowest Mobile FXI Score 64
Number of E-Government Mobile Websites With Excellent Rating (80 or higher) 11
Number of E-Government Mobile Websites With Lowest Satisfaction (70 or lower) 2
M O B I L E S I T E S A N D A P P S
1 6
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > M O B I L E & A P P S
« W E B A B O U T T H E I N D E X »
Federal Mobile CX Over TimeCX BY QUARTER: 2013 –2017
CX
SC
OR
E (
100
-PO
INT
SC
ALE
)
78.777
Q42013
Q22014
Q1 2014
Q42014
Q32014
Q22015
Q1 2015
Q3 2015
Q42015
Q1 2016
Q22016
Q32016
Q4 2016
Q1 2017
Q2 2017
QUARTER AND YEAR
1 7
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > M O B I L E & A P P S
« W E B A B O U T T H E I N D E X »
Drivers of the Mobile Experience TOP DRIVERS FOR IMPROVING MOBILE CX
Site Information 73% : the extent to which information is understandable, thorough, and provides answers to questions
Navigation 45% : the ease of finding pages, consistency of layout, and ease of narrowing choices
Information Browsing 32% : the ability to sort information and narrow choices, and the usefulness of site features in finding information
Look and Feel 27% : the visual appeal of the website and its consistency throughout the website
Note: a change in top drivers from previous quarters reflects
a shift to updated survey models.
Outcomes of a Great Mobile ExperienceCUSTOMERS WHO HAVE A GREAT MOBILE CX ARE
76% more likely to use the site or app as a primary resource
140% more likely to recommend the site or app
92% more likely to return to the site or app
MOBILE EXPERIENCE
78.7F X I S C O R E
The FXI model presented below is based on the multi-patented methodology ForeSee has been using for two decades with hundreds of government
websites and more than 100 million benchmarkable customer experiences. On the left side are the drivers that show which improvements will drive a
higher FXI score. The right side quantifies the results of making those improvements.
Mobile E-Gov CX: Drivers and Outcomes
1 8
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7 > M O B I L E & A P P S
Numbers represent the % of federal sites that register this driver as a first or second priority for improvement.« W E B A B O U T T H E I N D E X »
ABOUT THIS REPORT
The ForeSee Experience Index: E-Gov Q2 2017 Update (formerly called the
ForeSee E-Government Satisfaction Index) is a comprehensive reflection
of the citizen experience with Federal Government websites. It is a critical
measure for evaluating the success and performance of the Federal
Government’s online initiatives. ForeSee collected and measured more than
182,000 responses across the Federal Government websites in this Index
during Q2 2017. These high numbers demonstrate citizens’ willingness to
share their experiences to help agencies and departments improve. The use
of the ForeSee methodology and technology then enables agency leaders
to determine which website and app improvements will have the greatest
impact on usage.
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7
1 9« M O B I L E
ABOUT THE AUTHORS
Dave Lewan
Dave Lewan manages ForeSee’s public sector business,
including its relationships with Federal and state
departments, agencies, and programs, nonprofit
organizations, and higher education institutions.
In 2017, Dave is serving as ForeSee’s liaison with the Partnership for
Public Service for the Center for Presidential Transition to educate 4,000
appointees from the private sector entering employment with the Federal
Government as part of the new administration. Prior to joining ForeSee in
2009, he led in key strategic areas at ADP, SalesLogix, Ultimate Software
and Ceridian. Dave graduated from the University of Minnesota with a
Bachelor of Arts in Speech Communications.
Eric Keller
Eric Keller joined the Partnership for Public Service
in October 2013 as a research manager. He manages
a portfolio of high-visibility research activities and
products, including project conceptualization and design,
budgeting, staffing, data collection and analysis, and report writing.
He also leads the Partnership’s work to improve customer experience
with Federal services.
Before joining the Partnership, Eric worked at the U.S. Department
of Health and Human Services (HHS) as a presidential management
fellow and grants policy analyst. Eric holds a Master of Public Policy
from George Mason University and a Bachelor of Arts in Political
Science from Wake Forest University.
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7
2 0« M O B I L E
ABOUT THE RESEARCH ASSISTANT
Anna Salomonsson
Anna Salomonsson manages benchmark processes and related thought
leadership projects at ForeSee, including seasonal consumer insight
studies. She has expanded benchmark offerings to provide better context
to clients’ performance scores.
Before joining ForeSee in 2015, Anna held various positions at a breast
cancer research lab at the University of Michigan and in market research
at The Mars Agency. Anna graduated from the University of Michigan
with a Bachelor of Arts in Communications.
2 1
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7
« M O B I L E
ABOUT FORESEE
ForeSee helps government departments and programs
prioritize enhancements to the citizen experience with
certainty. The ForeSee® CX Suite allows public-sector
organizations to manage all their customer experience
needs from one place, capturing the entire customer
journey and prioritizing their most critical CX issues.
ForeSee clients include hundreds of federal, state and
local organizations using VOC programs to measure
performance and prioritize changes to enhance the
citizen experience and lower costs. Founded in 2001,
ForeSee is headquartered in Ann Arbor, MI and has
offices in Washington D.C., New York, San Francisco,
St. Louis, Cleveland, Vancouver and London. For more
information, visit www.foresee.com.
Visit www.foresee.com/gov to learn more about ForeSee’s government solutions.
F O R E S E E E X P E R I E N C E I N D E X : E - G O V E R N M E N T Q 2 2 0 1 7
F S 1 6 2 7 - 0 5 1 7« T A B L E O F C O N T E N T S