foresee experience index - home | fcg · channels such as call centers, mail, and brick-and-mortar...

F O R E S E E E X P E R I E N C E I N D E XC 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

Jon Cioffi Anna Salomonsson Scott Wagner

© February 2017 ForeSee

E - G O V E R N M E N T Q 4 2 0 1 6

TABLE OFCONTENTS

Executive Summary

Federal Websites

⊲ E-Commerce and Transactional

⊲ News and Information

⊲ Portals and Main Departments

⊲ Career and Recruitment

Federal Mobile Sites and Apps

About the Index

3

7

18

19

22

24

27

32

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 4 2 0 1 6

2 W E B »

Executive Summary: Mobile CX Falls but Still Beats Web CXC X S T A N D O U T SW E B C X R I S E S , M O B I L E C X F A L L S

I R S W E B P E R F O R M A N C E R I V A L S P R I V A T E S E C T O R

PUBLIC SECTOR PRIVATE SECTOR

WEB

MOBILE SITES AND APPS

CX WITH FEDERAL MOBILE SITES AND APPS

CX WITH RETAIL MOBILE SITES AND APPS77.8 77

91908989

8882

8185

SSA – RETIREMENT ESTIMATOR

EXTRA HELP WITH MEDICARE PRESCRIPTION DRUG PLAN COSTS

SSA – ICLAIM

SSA – MY SOCIAL SECURITY

IRS ELECTRONIC FEDERAL TAX PAYMENT SYSTEM

IRS DIRECT PAY

APPLE

AMAZON

75.3+0.5 points

over Q3 74.8

77.8down 1.8 points from 79.6 in Q3

F X I : T H E G O L D S T A N D A R D

The ForeSee Experience Index (FXI): E-Government report is the gold standard for measuring the citizen experience.

• More than 10 million citizen surveys since 2002

• More than 200,000 citizen surveys in the fourth quarter 2016

• Nearly 1 million surveys in 2016 overall

• 100+ websites

• 20+ mobile sites and apps


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

The most important mission of the

federal government is to meet the

needs of its citizens, and as such,

government should strive to treat every

citizen like its most valued customer. But for

federal agencies to serve their customers well

they must first understand them, and that

understanding should be rooted in data and

customer feedback.

The Partnership for Public Service’s research on

how to improve the customer experience with

government reveals that agencies sometimes

design services based on assumptions about

the citizens they serve. However, feedback and

data coming directly from citizens occasionally

proves those assumptions wrong.

Talking with leaders across government has

shown that agencies that have success in

improving the customer experience are often

those that effectively gather, analyze, and use

customer feedback and data. These agencies do

not conduct only broad annual surveys of their

customers. They get real-time feedback and data

into the hands of decision makers to make quick

improvements. They collect data on specific

transactions and services that tell them not only

whether customers are happy or unhappy, but

why. Most importantly data and feedback do not

sit on the shelf; they use both to drive program

decisions and investments.

Armed with useful data and feedback, agencies

can strengthen the customer experience and

help change the lives of the citizens they serve.

Eric Keller is a senior program

manager for research at

the nonprofit, nonpartisan

Partnership for Public Service.

Introduction: The Customer Experience Imperative BY ERIC KELLER , PARTNERSHIP FOR PUBLIC SERVICE


4 W E B »« T A B L E O F C O N T E N T S

https://ourpublicservice.org/

Measuring citizen experiences with federal agencies is a

tradition that has spanned four presidents (Clinton, Bush,

Obama, and Trump), six presidential terms, and appointed

leadership from both Republicans and Democrats. In the last 15 years,

measuring digital experiences has come to the forefront and become

a time-tested performance metric for delivering on two of the federal

government's biggest goals:

» Democracy, transparency, and trust: Listening to the voices of

citizens and letting those voices direct efforts is a core principle of the

democratic process.

» Fiscal responsibility: Creating digital channels that are useful,

trustworthy, and appealing to citizens encourages them to use the

web as their primary means of interaction, as opposed to costlier

channels such as call centers, mail, and brick-and-mortar customer

service centers. Good websites and mobile experiences help the

federal government do more with less.

Since 2001, ForeSee has been working with hundreds of federal agencies

to help them measure and improve the experiences they provide on

websites, mobile sites, and mobile apps. We use a methodology that is

the gold standard in customer experience (CX) measurement, one that

is used across the private and public sector and around the world. Our

methodology not only gives citizens a voice, it identifies key drivers of

the experience (navigation, look and feel, search, etc.) and quantifies

their relationship to overall citizen experience. We can then predict

with certainty how citizens will behave based on those experiences. Will

they return to the website, recommend it to a friend, use it instead of

a costlier channel? Are they more or less likely to trust the agency and

government overall based on their experience?

Good E-Gov Saves Money and Fosters Democracy

During a presidential transition, listening to the voices of citizens becomes more important than ever.



During a presidential transition, listening to

the voices of citizens becomes more important

than ever. The data (based on more than

200,000 citizen surveys conducted during

the fourth quarter of 2016) shows that in the

waning months of the Obama administration,

the state of our e-gov union was strong. CX

scores for federal websites went up slightly;

CX scores for mobile experiences went slightly

down. Overall, CX with the federal government

rivals that of the private sector, an astonishing

accomplishment given the constrained

resources and increased red tape involved with

managing a federal site.

Customer experience is not a political issue,

it’s a performance issue. In fact hundreds of

the largest private-sector companies in the

world are investing in CX because of its crucial

role in making digital channels more efficient

and effective. We must be sure that as political

priorities change with a new administration,

e-gov remains apolitical. Changes,

enhancements, improvements, functionality,

and content decisions for websites, mobile

sites, and mobile apps should be driven by

the needs and expectations of citizens, not by

political directives.

ForeSee looks forward to working with

the incoming administration to support a

continuing focus on delivering the best possible

e-gov experiences. Measuring, analyzing, and

improving the citizen experience is always

important. It’s critical that the agencies citizens

rely on for information and services continue

to meet and exceed expectations so that they

increase efficiency, boost effectiveness, and

improve performance.

Customer experience is not a political issue, it’s a performance issue.



WEBF 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 4 2 0 1 6

77 M O B I L E »« I N T R O D U C T I O N

Federal Web CX Over TimeSATISFACTION BY QUARTER: 2006–2016

75

Q1 2006

Q4 2016

73

SA

TIS

FAC

TIO

N S

CO

RE

(10

0-P

OIN

T S

CA

LE)

QUARTER

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 4 2 0 1 6 > W E B

8« I N T R O D U C T I O N M O B I L E »

Web CX Rises

IMPACT

TOP PRIORITY

MAINTAIN OR IMPROVE

MONITOR

STATUS QUO REQUIRED

SC

OR

E

Functionality

Search

Navigation

82%

more likely to use the website as a primary resource

103%

more likely to recommend the

website to a friend or family member

54%

more likely to trust in the government overall

M O S T I M P R O V E D

W H Y C X M A T T E R SCitizens who have a great experience are

P R I O R I T Y F O R I M P R O V E M E N TWhile priorities differ greatly from site to site, we see some common themes:

+7

+9

+6

62

77

60

U.S. INTERNAL REVENUE SERVICE

SOCIAL SECURITY ONLINE

U.S. GEOLOGICAL SURVEY

75.3 OVERALL WEB (+0.5 POINTS OVER Q3, 74.8)

81.9 E-COMMERCE AND TRANSACTIONAL

74.5 NEWS AND INFORMATION

72.2 PORTALS AND MAIN DEPARTMENTS

80.1 CAREER AND RECRUITMENT


9« I N T R O D U C T I O N M O B I L E »

The world is becoming

increasingly reliant on

mobile devices to gather

information and use

services. Despite that,

federal agencies should

not lose track of websites.

Citizen experiences on desktop websites

still matters a great deal.

There are a few big reasons why:

» Cost Savings - Highly satisfied website

visitors are 82% more likely to use the

website as a primary resource, versus more

costly channels such as the contact center.

This “right-channeling” saves the federal

government money.

» Boosting Trust - The same group of highly

satisfied website visitors are also 54% more

likely to trust that agency and have higher

trust in the government overall after a

good web experience. An increase in trust

among constituents is a major win for

the government.

» Customer Identification - Web is still

the easiest way to gather data on visitor

demographics, visitor frequency, intention,

task accomplishment, and more.

» Fulfill Customer Service Standards -

Performance goals and objectives can be

integrated into web customer experiences

and aligned to agency objectives.

» Customer Journey Mapping - In today’s

gadget-obsessed world, it’s not always a

given that visitors will follow the same path

of engagement. What begins in a call center

can often be resolved in another channel

entirely. That said, most first-time visitors

(especially of the Boomer generation) use a

website before moving on to other options.

As government agencies, departments, and

programs now turn to applying the same

methodology to mobile channels and call

centers, it’s important not to take your eye off

the web.

Web CX Still Matters


1 0« I N T R O D U C T I O N M O B I L E »

DEPARTMENT WEBSITE FXI SCORE

AVERAGE WEB CX 75.3

SSA SSA Retirement Estimator—ssa.gov/estimator 91

SSA Extra Help with Medicare Prescription Drug Plan Costs—socialsecurity.gov/i1020 90

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

SSA Social Security Business Services Online—ssa.gov/bso 87

HHS AIDSinfo—aidsinfo.nih.gov 85

DOD U.S. Navy—navy.mil 85

F O R E S E E E X P E R I E N C E I N D E X Q 4 2 0 1 6

FXI : E-GOVERNMENT Q4 2016

These scores used to be called satisfaction scores when this report was

called the E-Government Satisfaction Index. As we have evolved our

understanding of customer and citizen experience, we are now calling

these scores FXI scores, for the ForeSee Experience Index.

The methodology used to calculate the scores is exactly the same, and

they are still on a 100-point scale. They are comparable to all past scores;

only the name of the score has changed.




OPM Office of Personnel Management—applicationmanager.gov 84

OPM Office of Personnel Management: Retirement Services—servicesonline.opm.gov 84

DHS U.S. Citizenship and Immigration Services Resource Center—uscis.gov/portal/site/uscis/citizenship 83

DOD U.S. Air Force—af.mil 83

SEC U.S. Securities and Exchange Commission—investor.gov 83

HHS MedlinePlus—medlineplus.gov 83

HHS National Institute of Diabetes and Digestive and Kidney Diseases—niddk.nih.gov 83

HHS National Library of Medicine Genetics Home Reference website—ghr.nlm.nih.gov 83

OPM Office of Personnel Management: Onboarding Manager—onboarding.usastaffing.gov 83

COMMISSION American Battle Monuments Commission—abmc.gov 82

HHS Centers for Disease Control and Prevention—cdc.gov 82

CIA Central Intelligence Agency Careers—cia.gov/careers 82

TREASURY IRS Direct Pay—irs.gov/payments/direct-pay 82

NASA NASA main website—nasa.gov 82

HHS National Institute of Arthritis and Musculoskeletal and Skin Diseases—niams.nih.gov 82

DOD U.S. Marines—marines.mil 81

Q 4 2 0 1 6 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 )




HHS National Institute of Dental and Craniofacial Research—nidcr.nih.gov 81

DHS U.S. Citizenship and Immigration Services Español—uscis.gov/portal/site/uscis-es 81

HHS Agency for Healthcare Research and Quality—ahrq.gov 80

DOS U.S. Department of State Careers—careers.state.gov 80

DOJ National Institute of Justice—nij.gov 80

HHS Substance Abuse and Mental Health Services Administration Publications Ordering—store.samhsa.gov 80

SSA SSA iAppeals - Disability Appeal—ssa.gov/disabilityssi/appeal.html 80

SSA SSA iClaim - Disability—ssa.gov/applyfordisability 80

DOD Arlington National Cemetery—arlingtoncemetery.mil 79

FTC FTC Complaint Assistant website—ftccomplaintassistant.gov 79

DOS Bureau of Consular Affairs—travel.state.gov 79

DOC NOAA National Weather Service—weather.gov 79

DOS Department of State - Bureau of Educational and Cultural Affairs—alumni.state.gov 78

HHS National Library of Medicine main website—nlm.nih.gov 78

NRC U.S. Nuclear Regulatory Commission website—nrc.gov 78

TREASURY U.S. Mint Online—usmint.gov 78





HHS National Women's Health Information Center (NWHIC)—womenshealth.gov 78

GAO Government Accountability Office—gao.gov 77

DOC NOAA Tides and Currents—tidesandcurrents.noaa.gov 77

DOI National Park Service—nps.gov 77

SSA Social Security Online—socialsecurity.gov 77

DOD U.S. Department of Defense—defense.gov 76

USDA Recreation One-Stop—recreation.gov 76

SBA Small Business Administration—sba.gov 76

DOJ Federal Bureau of Investigation—fbi.gov 75

USDA Food Safety and Inspection Service—fsis.usda.gov 75

HHS InfoSida—infosida.nih.gov 75

VA MyCareer@VA—mycareeratva.va.gov 75

DOC National Geodetic Survey, National Oceanic and Atmospheric Administration website—ngs.noaa.gov 75

DOL Bureau of Labor Statistics—bls.gov 74

DHS U.S. Citizenship and Immigration Services—uscis.gov/e-verify 74

DOT Federal Aviation Administration—faa.gov 74





HHS U.S. Food and Drug Administration—blogs.fda.gov/FDAvoice 74

FDIC Federal Deposit Insurance Corporation—fdic.gov 74

FTC Federal Trade Commission—ftc.gov 74

NIST National Institute of Standards and Technology main website—nist.gov 74

HHS ClinicalTrials.gov—clinicaltrials.gov 74

PBGC U.S. Pension Benefit Guaranty Corp—pbgc.gov 74

DHS U.S. Citizenship and Immigration Services—uscis.gov/portal/site/uscis 74

VA MyHealtheVet—myhealth.va.gov 74

PBGC MyPBA—egov.pbgc.gov/mypba 73

SEC U.S. Securities and Exchange Commission—sec.gov 73

OPM Recruitment website—usajobs.gov 73

DOC Bureau of Economic Analysis—bea.gov 72

HHS Health Resources and Services Administration—hrsa.gov 72

TREASURY U.S. Department of the Treasury Office of Financial Stability—makinghomeaffordable.gov 72

DOC NOAA Satellite and Information Service—nesdis.noaa.gov 72

USDA Economic Research Service—ers.usda.gov 71






TREASURY U.S. Department of the Treasury Office of Financial Stability—treasury.gov/initiatives/financial-stability 71

HHS Substance Abuse and Mental Health Services Administration—samhsa.gov 71

DOS U.S. Department of State—state.gov 70

EPA U.S. Environmental Protection Agency—epa.gov 70

FDIC Federal Deposit Insurance Corporation Applications—www2.fdic.gov 69

HHS Office for Civil Rights—hhs.gov/ocr 69

DOT U.S. Department of Transportation—fhwa.dot.gov 68

HHS U.S. Food and Drug Administration—fda.gov 68

NARA National Archives and Records Administration—archives.gov 68

USDA Natural Resources Conservation Service—nrcs.usda.gov 68

ITC U.S. International Trade Commission—usitc.gov 68

GSA GSA Auctions—gsaauctions.gov 67

DOC U.S. Census Bureau—census.gov 67

DOJ Bureau of Justice Statistics—bjs.gov 66

USDA U.S. Forest Service—fs.usda.gov 65

TREASURY U.S. Department of the Treasury—treasury.gov 65




DOC U.S. Patent and Trademark Office—uspto.gov 65

DOT DOT Research and Innovative Technology Administration website—rita.dot.gov 63

DOT Federal Railroad Administration—fra.dot.gov 63

HHS U.S. Health and Human Services E-Grant—grants.gov 63

TREASURY U.S. Internal Revenue Service—irs.gov 62

DOD TRICARE—tricare.mil 61

TREASURY U.S. Alcohol and Tobacco Tax and Trade Bureau—ttb.gov 61

DOE U.S. Department of Education—ed.gov 61

DOI U.S. Geological Survey—usgs.gov 60

DOL Disability—Disability.gov 58

VA U.S. Department of Veterans Affairs—va.gov 55




FEDERAL E-COMMERCE AND TRANSACTIONAL WEBSITES

Average CX for e-commerce and

transactional websites remains

unchanged this quarter. It is worth

noting that aggregate satisfaction

for private-sector e-commerce

sites is 79, meaning that people

are more satisfied with federal

sites of this nature than they are

with private-sector e-commerce

sites. That is a pretty astonishing

accomplishment.

In fact, six government sites beat

out Amazon.com’s most recent

score of 85. EFTPS, the Electronic

Federal Tax Payment System, has

higher satisfaction scores than

both Apple and Amazon, and the

IRS Direct Pay website (82) beats

Apple and is gaining on Amazon!


AVERAGE SATISFACTION FOR FEDERAL E-COMMERCE AND TRANSACTIONAL WEBSITES 81.9

SSA SSA Retirement Estimator—ssa.gov/estimator 91

SSA Extra Help with Medicare Prescription Drug Plan Costs—socialsecurity.gov/i1020 90

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

SSA Social Security Business Services Online—ssa.gov/bso 87

TREASURY IRS Direct Pay—irs.gov/payments/direct-pay 82

HHS Substance Abuse and Mental Health Services Administration Publications Ordering—store.samhsa.gov 80

SSA SSA iAppeals - Disability Appeal—ssa.gov/disabilityssi/appeal.html 80

SSA SSA iClaim - Disability—ssa.gov/applyfordisability 80

FTC FTC Complaint Assistant website—ftccomplaintassistant.gov 79

TREASURY U.S. Mint Online—usmint.gov 78

USDA Recreation One-Stop—recreation.gov 76

PBGC MyPBA—egov.pbgc.gov/mypba 73

GSA GSA Auctions—gsaauctions.gov 67

F E D E R A L E - C O M M E R C E A N D T R A N S A C T I O N A L W E B S I T E S



FEDERAL NEWS AND INFORMATION WEBSITES

Average satisfaction for federal

news and information websites

is 74.5, and the highest scoring

website in this category is Medline

Plus en español (holding steady

at 88).

This category has a fairly wide

range of scores (from a low of

60 to a high of 88), showing that

sites with this mission can have a

challenging time meeting citizen

expectations.


AVERAGE SATISFACTION FOR FEDERAL NEWS AND INFORMATION WEBSITES 74.5

HHS MedlinePlus en español—medlineplus.gov/esp 88

HHS AIDSinfo—aidsinfo.nih.gov 85

DOD U.S. Navy—navy.mil 85

DHS U.S. Citizenship and Immigration Services Resource Center—uscis.gov/portal/site/uscis/citizenship 83

DOD U.S. Air Force—af.mil 83

SEC U.S. Securities and Exchange Commission—investor.gov 83

HHS MedlinePlus—medlineplus.gov 83

HHS National Institute of Diabetes and Digestive and Kidney Diseases—niddk.nih.gov 83

HHS National Library of Medicine Genetics Home Reference website—ghr.nlm.nih.gov 83

COMMISSIONS American Battle Monuments Commission—abmc.gov 82

DOD U.S. Marines—marines.mil 81

HHS Agency for Healthcare Research and Quality—ahrq.gov 80

DOJ National Institute of Justice—nij.gov 80

DOD Arlington National Cemetery—arlingtoncemetery.mil 79

DOS Bureau of Consular Affairs—travel.state.gov 79

DOC NOAA National Weather Service—weather.gov 79

F E D E R A L N E W S A N D I N F O R M A T I O N W E B S I T E S




DOS Department of State - Bureau of Educational and Cultural Affairs—alumni.state.gov 78

NRC U.S. Nuclear Regulatory Commission website—nrc.gov 78

HHS National Women's Health Information Center (NWHIC)—womenshealth.gov 78

USDA Food Safety and Inspection Service—fsis.usda.gov 75

HHS InfoSida—infosida.nih.gov 75

DOC National Geodetic Survey, National Oceanic and Atmospheric Administration website—ngs.noaa.gov 75

DOL Bureau of Labor Statistics—bls.gov 74

DHS U.S. Citizenship and Immigration Services—uscis.gov/e-verify 74

DOT Federal Aviation Administration—faa.gov 74

HHS U.S. Food and Drug Administration—blogs.fda.gov/FDAvoice 74

HHS ClinicalTrials.gov—clinicaltrials.gov 74

SEC U.S. Securities and Exchange Commission—sec.gov 73

DOC Bureau of Economic Analysis—bea.gov 72

HHS Health Resources and Services Administration—hrsa.gov 72

TREASURY U.S. Department of the Treasury Office of Financial Stability—makinghomeaffordable.gov 72

DOC NOAA Satellite and Information Service—nesdis.noaa.gov 72

F E D E R A L N E W S A N D I N F O R M A T I O N W E B S I T E S ( C O N T I N U E D F R O M PA G E 1 9 )



F E D E R A L N E W S A N D I N F O R M A T I O N W E B S I T E S ( C O N T I N U E D F R O M PA G E 2 0 )


USDA Economic Research Service—ers.usda.gov 71

TREASURY U.S. Department of the Treasury Office of Financial Stability—treasury.gov/initiatives/financial-stability 71

FDIC Federal Deposit Insurance Corporation Applications—www2.fdic.gov 69

HHS Office for Civil Rights—hhs.gov/ocr 69

DOT U.S. Department of Transportation—fhwa.dot.gov 68

USDA Natural Resources Conservation Service—nrcs.usda.gov 68

DOC U.S. Census Bureau—census.gov 67

DOJ Bureau of Justice Statistics—bjs.gov 66

USDA U.S. Forest Service—fs.usda.gov 65

DOT DOT Research and Innovative Technology Administration website—rita.dot.gov 63

HHS U.S. Health and Human Services E-Grant—grants.gov 63

DOD TRICARE—tricare.mil 61

TREASURY U.S. Alcohol and Tobacco Tax and Trade Bureau—ttb.gov 61

DOI U.S. Geological Survey—usgs.gov 60



F E D E R A L P O R T A L S A N D D E PA R T M E N T M A I N W E B S I T E SFEDERAL PORTALS AND DEPARTMENT MAIN WEBSITES

Federal portals and department

main websites have the

lowest scores of any category

(72.2). Serving as a gateway

to information is challenging,

and it can be difficult to meet

expectations. It’s one of the

reasons ForeSee breaks up e-gov

scores into categories: comparing a

portal to the e-commerce average

(81.9) might be discouraging. The

average of this category (72.2) is a

more useful benchmark.


AVERAGE SATISFACTION FOR FEDERAL PORTALS AND DEPARTMENT MAIN WEBSITES 72.2

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

HHS National Institute of Dental and Craniofacial Research—nidcr.nih.gov 81

DHS U.S. Citizenship and Immigration Services Español—uscis.gov/portal/site/uscis-es 81

HHS National Library of Medicine main website—nlm.nih.gov 78

GAO Government Accountability Office—gao.gov 77

DOC NOAA Tides and Currents—tidesandcurrents.noaa.gov 77

DOI National Park Service—nps.gov 77

SSA Social Security Online—socialsecurity.gov 77

DOD U.S. Department of Defense—defense.gov 76

SBA Small Business Administration—sba.gov 76

DOJ Federal Bureau of Investigation—fbi.gov 75

FDIC Federal Deposit Insurance Corporation—fdic.gov 74

FTC Federal Trade Commission—ftc.gov 74

NIST National Institute of Standards and Technology main website—nist.gov 74




PBGC U.S. Pension Benefit Guaranty Corp—pbgc.gov 74

DHS U.S. Citizenship and Immigration Services—uscis.gov/portal/site/uscis 74

VA MyHealtheVet—myhealth.va.gov 74

HHS Substance Abuse and Mental Health Services Administration—samhsa.gov 71

DOS U.S. Department of State—state.gov 70

EPA U.S. Environmental Protection Agency—epa.gov 70

HHS U.S. Food and Drug Administration—fda.gov 68

NARA National Archives and Records Administration—archives.gov 68

ITC U.S. International Trade Commission—usitc.gov 68

TREASURY U.S. Department of the Treasury—treasury.gov 65

DOC U.S. Patent and Trademark Office—uspto.gov 65

DOT Federal Railroad Administration—fra.dot.gov 63

TREASURY U.S. Internal Revenue Service—irs.gov 62

DOE U.S. Department of Education—ed.gov 61

DOL Disability—Disability.gov 58

VA U.S. Department of Veterans Affairs—va.gov 55

F E D E R A L P O R T A L S A N D D E PA R T M E N T M A I N W E B S I T E S ( C O N T I N U E D F R O M PA G E 2 2 )



F E D E R A L C A R E E R A N D R E C R U I T M E N T S I T E SFEDERAL CAREER AND RECRUITMENT SITES

Average satisfaction for the five

career and recruitment sites is up

slightly to 80.1, with individual

sites ranging from a high of 84 to

a low of 73, a fairly narrow range

of scores.


AVERAGE SATISFACTION FOR FEDERAL CAREER AND RECRUITMENT SITES 80.1

OPM Office of Personnel Management—applicationmanager.gov 84

OPM Office of Personnel Management: Retirement Services—servicesonline.opm.gov 84

OPM Office of Personnel Management: Onboarding Manager—onboarding.usastaffing.gov 83

CIA Central Intelligence Agency Careers—cia.gov/careers 82

DOS U.S. Department of State Careers—careers.state.gov 80

VA MyCareer@VA—mycareeratva.va.gov 75

OPM Recruitment website—usajobs.gov 73



Drivers of the Web Experience

TOP DRIVERS FOR IMPROVING WEB CX

Navigation 86% : how easy it is to find pages, the consistency of layout, and the ease of narrowing choices

Search 70% : the relevance, organization, and quality of search results available on the site

Functionality 62% : the usefulness, convenience, and variety of online features and tools available on the website

Look and Feel 52% : the visual appeal of the site and its consistency throughout the site

Online Transparency 47% : how thoroughly and quickly the website discloses information about what the agency is doing

Content 26% : the accuracy, quality, and freshness of news, information and content on the website

Site Performance 19% : the speed, consistency, and reliability of loading pages on the website

Outcomes of a Great Web Experience

CUSTOMERS WHO HAVE A GREAT WEB CX ARE

82% more likely to use the site as a primary resource

103% more likely to recommend the site

51% more likely to return

54% more likely to trust in the government

WEB EXPERIENCE

75.3 F X I S C O R E

The FXI model below is based on the multi-patented methodology ForeSee has been using for more than 15 years with hundreds of government

websites and more than 200 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 outcomes those improvements will deliver.

Customer Experience: Drivers and Outcomes

Numbers represent the % of federal sites that register this driver as a first or second priority for improvement.



E-Gov: Generational InsightsS H O U L D Y O U C A T E R T O M I L L E N N I A L S ? Boomers remain tied to desktop; millennials are quickly adapting to mobile.

While Boomers represent just under one-quarter (23%)* of the U.S. population, they represent 38% of desktop e-gov traffic.

3x more Boomers use desktop to visit

e-gov sites compared to Millennials.

On mobile, it's closer.

W H O ' S M O R E S A T I S F I E D ?Millennials are usually as satisfied with government sites as Boomers are– and quite frequently are more satisfied.

Millennials and Boomers share similar opinions about information or content on e-gov sites. When they do differ, Millennials are more likely to have a more positive opinion.

*WWW.PEWRESEARCH.ORG/FACT-TANK/2016/04/25/MILLENNIALS-OVERTAKE-BABY-BOOMERS

DESKTOP MOBILE

13%

38%

24% 27%

» In 52% of measures, there was no difference between Millennial and Boomer CX.

» In 35% of measures, Millennials were more satisfied than Boomers.

52%35%

13%MILLENIALS

BOOMERS

NO DIFFERENCE

MILLENIALS GEN X BOOMERS

% OF U.S. POP

% OF EGOV

65% 26% 10%

no difference Millenials rated info/content higher

Boomers rated info/content higher

40

30

20

10



http://www.pewresearch.org/fact-tank/2016/04/25/millennials-overtake-baby-boomers/

MOBILEF 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 4 2 0 1 6

2 72 7« W E B A B O U T T H E F X I »

Federal Mobile CX Over TimeSATISFACTION BY QUARTER: 2013 –2016

78

Q42013

Q4 2016

77

SA

TIS

FAC

TIO

N S

CO

RE

(10

0-P

OIN

T S

CA

LE)

QUARTER

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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 4 2 0 1 6 > 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 »

In 1877, the Bell Telephone Company

made telephones commercially

available for the first time. About 64

years later, telephones had achieved

a 40% adoption rate in the United

States. When the first smartphone

was introduced in 2002, it took only

10 years to reach a 40% adoption rate, making

mobile technology the most quickly adopted

consumer technology in the history of the world.

Mobile government (mgov) is quickly gaining

traction as well. According to Pew, 95% of

Americans now own a cell phone of some kind,

and 77% own smartphones, up from just 35%

in 2011. Federal agencies, departments, and

programs can follow some simple steps to catch

up to the mobile maturity occurring in the private

sector. While mgov currently slightly outperforms

mobile retail (77.8 vs. 77), as citizen expectations

rise, it will be harder and harder to keep up.

1 Measure mobile To understand the role mobile plays

in your customer journeys, you must

measure the mobile CX with the same

measurement tools you use for web and

call center. Be aware when comparing

scores that although responsive sites

allow you to provide a standard across

screens, dedicated mobile sites generally

deliver CX that is two points higher than

desktop websites using responsive design.

2 Benchmark The FXI is a good start. The FXI can help

you benchmark against average mgov

experiences or against private-sector

experiences. How does your mobile CX

compare to other federal experiences?

How does it compare to the best-in-class

mobile experiences such as Amazon,

Apple, Coach, H&M, and L.L.Bean?

3 Understand mobile’s place in the customer journey Are your mobile site and app

complementing experiences in other

channels or detracting from them? Are

people who interact with you in mobile

more or less likely to use your website, call

center, or other channels?

4 Prioritize changes with confidence Mobile CX initiatives often result in reams

of data and long lists of items to fix. But

knowing which to address first can save

money and answer citizen questions

quickly and efficiently, both in the mobile

channel and across other channels.

How to Accelerate E-Gov’s Mobile Maturity

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SATISFACTION WITH MOBILE SITES AND APPS

With more and more citizens

wanting to use mobile devices to

access the government’s digital

channels, the federal government

and ForeSee launched the Mobile

Federal Government Benchmark

in the fourth quarter of 2013,

making this report our 13th

consecutive report on federal

mobile satisfaction.

The following table shows

the average CX score for the

government’s mobile sites and

apps for the last quarter of 2016.

Q4 2016

Number of Mobile Sites Measured 21

Number of Responses Collected 82,647

Average E-Government FXI Score (out of 100) 77.8

Highest FXI Score 89

Lowest FXI Score 62

Number of Mobile Sites 80+ (Excellent Scores) 11

Number of Mobile Sites 70 or Lower (Subpar Scores) 4

M O B I L E S I T E S A N D A P P S

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Drivers of the Mobile Experience

TOP DRIVERS FOR IMPROVING MOBILE CX

Navigation 62%how easy it is to find pages, the consistency of layout, and the ease of narrowing choices

Site Information 56%degree to which information is thorough, understandable and answers questions

Look & Feel 24% the visual appeal of the site and its consistency throughout the site

Site Performance 6% the speed, consistency, and reliability of loading pages on the site

Outcomes of a Great Mobile Experience

CUSTOMERS WHO HAVE A GREAT MOBILE CX ARE

71% more likely to use the site as a primary resource

132% more likely to recommend the site

88% more likely to return

MOBILE EXPERIENCE

77.8F X I S C O R E

The FXI model below is based on the multi-patented methodology ForeSee has adapted for private-sector and public-sector mobile sites and apps. On

the left side are the drivers that show which improvements will drive a higher FXI score. The right side quantifies the outcomes those improvements

will deliver.

Mobile E-Gov CX: Drivers and Outcomes

3 1


Numbers represent the % of federal sites that register this driver as a first or second priority for improvement.


About this Report

The ForeSee Experience Index: E-Gov Q4 2016 Report (formerly called

the ForeSee E-Government Satisfaction Index) is a comprehensive

reflection of the citizen experience with federal government websites,

mobile sites, and mobile apps. It serves as a critical checkpoint for

evaluating the success and performance of the federal government’s

digital initiatives. ForeSee collected and measured more than 200,000

responses across federal government websites and mobile experiences

during the fourth quarter of 2016. These high numbers demonstrate

that citizens are willing to share their voices to help agencies and

departments improve. The use of the ForeSee methodology and

technology then enables agency leaders to determine which website

and mobile site and app improvements will have the greatest impact on

future usage and recommendations.


3 2« 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

government departments and agencies, non-profit

organizations, and higher education institutions.

In 2017, Dave serves as ForeSee liaison with the Partnership for Public

Service for the Center for Presidential Transition, in an effort to educate

some 4,000 appointees who will enter the federal government from the

private sector 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 degree in speech communications.

Eric Keller

Eric Keller joined the Partnership for Public Service in

October 2013. 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 strengthen the customer experience with

federal services.

Before he joined 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’s degree in public policy

from George Mason University, and a bachelor’s degree in political

science from Wake Forest University.


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ABOUT THE RESEARCH TEAM

Jon Cioffi

Jon Cioffi is a client manager in our Public

Sector practice and has been with ForeSee

for two years. In his role he works with

numerous federal government agencies

and non-profit organizations to guide the

strategic use of ForeSee data.

Prior to joining ForeSee, Jon spent 15 years

working in market research and consulting

with a focus on federal government clients,

particularly in the area of measuring citizen

satisfaction. Jon graduated from the University

of Michigan with an MBA in corporate strategy

and BA in economics.

Anna Salomonsson

Anna Salomonsson is responsible for

managing benchmark processes and related

thought leadership projects at ForeSee,

including seasonal consumer insight studies.

She has worked to expand 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 degree in communications.

Scott Wagner

Scott Wagner is a client analyst in our Public

Sector practice, where he works exclusively

with federal and state government clients,

helping them measure the citizen experience

and offering vital, data-driven insights.

Prior to joining ForeSee in 2015, Scott spent

five years working for the State of Michigan.

Scott graduated from Kalamazoo College with

a degree in political science.

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« M O B I L E

ABOUT FORESEE

ForeSee helps organizations act with certainty and

keep their customers loyal. ForeSee® CX Suite allows

organizations to manage all of their customer experience

needs from one place, capture the entire customer

journey, and prioritize their most critical CX issues.

Clients include more than 2,000 organizations worldwide

— in government, non-profit, higher education,

retail, financial services, and other industries — that

have transformed their VOC programs into a strategic

business discipline that delivers economic impact.

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.

Visit www.foresee.com/gov to learn more about ForeSee’s government solutions.


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http://www.foresee.com/gov

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