recommended reading

Citizens Hit New Level of Satisfaction with Federal Services in 2016, Survey Says


Customer satisfaction with federally provided services climbed to its highest peak in four years, a survey suggests.

Satisfaction with the federal government had reached an all-time low in 2015, after dipping each year from its all-time high in 2012, according to the American Citizen Satisfaction Index, an economic indicator registered to the University of Michigan.

The improved quality of some federal websites—described as "ease and usefulness"—could explain the sudden surge in satisfaction, the report said. Other driving factors could have been improved "timeliness and efficiency of processes," courtesy and professionalism of federal employees, and the clarity of information that federal agencies disperse.

» Get the best federal technology news and ideas delivered right to your inbox. Sign up here.

On a scale of zero to 100, citizens rated their overall satisfaction with federal services in 2016 at 68, up from 63 in 2015. Among individual agencies, the Interior and State departments led the group with satisfaction scores of 78. Interior users were generally looking up national parks online, and State customers generally referred to their experiences renewing or receiving passports.

The Treasury Department bottomed out the ranking with a score of 59—"not surprising given that its primary citizen-facing agency is the Internal Revenue Service," the report said. The Veterans Affairs Department was second lowest at 66.

ACSI researchers suggested customers' interaction with the Health and Human Services Department may also have driven up satisfaction scores, in addition to better federal websites. Customers of HHS made up a larger percentage of the 2,380 people polled this year versus previous years, and satisfaction with that department jumped 8 percent to 67, potentially because of improvements in

"As the impending fight to scrap and/or replace the [Affordable Care Act] legislation advances in 2017, it will be important to track potential effects on citizen satisfaction," the report said. 

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.