recommended reading

More citizens want to find agencies on mobile apps than on social media, survey finds

About 3 percent of Americans have used a federal mobile app in the past year, according to a survey released Monday, and 18 percent say they'd like to.

That beats 13 percent of Americans who say they want to correspond with the government through text messages and 11 percent who'd like to do so through social media, according to the survey from MeriTalk, a government information technology industry group.

Americans overall think government customer service is improving, according to the survey. About 31 percent of respondents told MeriTalk they are "very satisfied" with federal customer service, up from 24 percent in the same survey in 2010.

President Obama ordered federal agencies in April to improve their online customer service by streamlining federal websites, simplifying citizen interfaces and gathering more user feedback. The earliest deadlines in the executive order are in October, so it's not clear how much of the improvement noted in the survey is a result of the Obama initiative.

The MeriTalk survey was funded by RightNow, a customer service-focused technology vendor. Its online survey of 1,000 respondents represented an array of ages, with about a 3 percent margin of error.

The Internal Revenue Service and the Social Security Administration ranked highest in customer satisfaction, according to the survey, with the U.S. Postal Service and the Education and State departments coming in close behind.

About 40 percent of survey respondents said they'd be willing to let the government store some of their personal information if it meant they didn't have to enter it multiple times.

About 45 percent of respondents said the government should make it easier to determine where to go for information. Federal websites often are criticized for not making the most-visited portions of their sites the most accessible and for having clunky search functions that make it difficult to root out important pages.

One workaround sponsored by the General Services Administration is Search.usa.gov, a panagency search tool that compensates for low-performing agency-specific search tabs.

About 44 percent of survey respondents said they'd visited a federal website to learn about a program or benefits in the past year and 41 percent had downloaded a form from a federal site. Just 3 percent of respondents had interacted with an agency on Facebook in the past year, according to the survey, and only 1 percent had connected with an agency on Twitter.

Threatwatch Alert

Spear-phishing / Stolen credentials / User accounts compromised

Gmail Scam Tricks Users With Convincing Login Page

See threatwatch report

JOIN THE DISCUSSION

Close [ x ] More from Nextgov
 
 

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

  • It’s Time for the Federal Government to Embrace Wireless and Mobility

    The United States has turned a corner on the adoption of mobile phones, tablets and other smart devices, outpacing traditional desktop and laptop sales by a wide margin. This issue brief discusses the state of wireless and mobility in federal government and outlines why now is the time to embrace these technologies in government.

    Download
  • Featured Content from RSA Conference: Dissed by NIST

    Learn more about the latest draft of the U.S. National Institute of Standards and Technology guidance document on authentication and lifecycle management.

    Download
  • A New Security Architecture for Federal Networks

    Federal government networks are under constant attack, and the number of those attacks is increasing. This issue brief discusses today's threats and a new model for the future.

    Download
  • Going Agile:Revolutionizing Federal Digital Services Delivery

    Here’s one indication that times have changed: Harriet Tubman is going to be the next face of the twenty dollar bill. Another sign of change? The way in which the federal government arrived at that decision.

    Download
  • Software-Defined Networking

    So many demands are being placed on federal information technology networks, which must handle vast amounts of data, accommodate voice and video, and cope with a multitude of highly connected devices while keeping government information secure from cyber threats. This issue brief discusses the state of SDN in the federal government and the path forward.

    Download
  • The New IP: Moving Government Agencies Toward the Network of The Future

    Federal IT managers are looking to modernize legacy network infrastructures that are taxed by growing demands from mobile devices, video, vast amounts of data, and more. This issue brief discusses the federal government network landscape, as well as market, financial force drivers for network modernization.

    Download

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