By Dave Lewan
We’ve been measuring satisfaction with federal websites since early 2002 and reporting it publicly every quarter since late 2003. That’s 27 consecutive reports, and believe me, the people here who analyze the data and put together those 27 reports would probably say it feels like 100. But the point is that while overall citizen satisfaction with federal government websites has been steadily on the rise since we started measuring it (as both the feds and the citizenry have become more web savvy), the three highest-scoring quarters of all time have come under the Obama administration.
I don’t think that’s any accident or coincidence. The administration doesn’t get all the credit: superior government websites don’t happen overnight, and there are thousands of people who have been working for years to improve e-gov, regardless of administration. And to be fair, President Bush had fairly progressive e-gov policies as well. But President Obama came in as the “Internet President,” and immediately launched initiatives aimed at increasing public perception, trust, and confidence in e-government. He has devoted tremendous time and attention to this stuff, and it really seems to be paying off.
Please go and download the full report. It’s free, and it’s full of information, including individual satisfaction ratings for more than 100 individual government websites as well as larger trends by agency and department, website type, etc.
What do you think? What’s the next trick for e-gov? How can government websites keep up with steadily rising citizen expectations for quality, transparency, and functionality?