recommended reading

Government Web Satisfaction Drops After Launch


Public satisfaction with government websites fell across the board in the last quarter when the troubled launch of, the Obama administration’s online health insurance marketplace, put government website performance front and center, according to a report released on Tuesday.

Satisfaction with government websites fell two points in the quarter from a score of 74 to 72 out of 100 on the American Consumer Satisfaction Index , while satisfaction with government services generally fell 3.4 percent to 66.1 on the ACSI scale.

Satisfaction with government Web and other services had grown over the past two years before rebounding this quarter. Just over one third of people polled by ACSI say they interact with the government most often online.

User satisfaction with the Health and Human Services Department, which manages, dropped from 69 to 66 on the ACSI scale. The index did not specifically track satisfaction with itself.

“Compared with the private sector, the federal government now lags nearly all industries in the index,” ACSI said in a press release. “Only Internet service providers carry a lower customer satisfaction benchmark of 65. Still, the very best federal agency services continue to rival the private sector.”

The government’s best performers include the U.S. Mint and the Education Department’s Free Application for Federal Student Aid office.

Tuesday’s report was based on interviews with 1,448 users, chosen at random and contacted via telephone and email between Oct. 11 and Dec. 8, 2013.

(Image via Ai825/

Threatwatch Alert

Thousands of cyber attacks occur each day

See the latest threats


Close [ x ] More from Nextgov

Thank you for subscribing to newsletters from
We think these reports might interest you:

  • Modernizing IT for Mission Success

    Surveying Federal and Defense Leaders on Priorities and Challenges at the Tactical Edge

  • Communicating Innovation in Federal Government

    Federal Government spending on ‘obsolete technology’ continues to increase. Supporting the twin pillars of improved digital service delivery for citizens on the one hand, and the increasingly optimized and flexible working practices for federal employees on the other, are neither easy nor inexpensive tasks. This whitepaper explores how federal agencies can leverage the value of existing agency technology assets while offering IT leaders the ability to implement the kind of employee productivity, citizen service improvements and security demanded by federal oversight.

  • Effective Ransomware Response

    This whitepaper provides an overview and understanding of ransomware and how to successfully combat it.

  • Forecasting Cloud's Future

    Conversations with Federal, State, and Local Technology Leaders on Cloud-Driven Digital Transformation

  • IT Transformation Trends: Flash Storage as a Strategic IT Asset

    MIT Technology Review: Flash Storage As a Strategic IT Asset For the first time in decades, IT leaders now consider all-flash storage as a strategic IT asset. IT has become a new operating model that enables self-service with high performance, density and resiliency. It also offers the self-service agility of the public cloud combined with the security, performance, and cost-effectiveness of a private cloud. Download this MIT Technology Review paper to learn more about how all-flash storage is transforming the data center.


When you download a report, your information may be shared with the underwriters of that document.