E-Government Satisfaction Down Due to Websites in Progress, Report Says

Although government agencies have been debuting new e-government functionality the past few months, citizen satisfaction with government portals and department home pages has gone down this quarter, dropping nearly half a point from the first quarter's score of 75.1, according to the American Customer Satisfaction Index (ACSI) released Tuesday, July 27.

The ACSI E-Government Satisfaction Index received an aggregate score of 74.7 on the 100-point scale this quarter. The score remains above last year's second quarter score of 73.6, but the decline can be attributed to the changes that agencies have been making on their websites in order to adapt to the President Barack Obama's Open Government Initiative. In some cases, these changes mean visitors have had to figure out new navigation layouts to find the services they want on the updated sites.