Friday, March 21, 2008

American Consumer Satisfaction Index -- E-Gov Improves Service

Stowers, Genie N.L. (2004). "Measuring the Performance of E-Government," E-Government Series, IBM Center for the Business of Government. March 2004.

Fornell, Claes (2007). "Government Satisfaction Scores," ACSI Scores and Commentary, 2007.12.17.

Stowers (2004) directs me toward the application of the American Consumer Satisfaction Index to e-Gov. In a way, this tool just feeds the "citizen as consumer" paradigm.

But if we accept the paradigm, we could conclude that e-Government is achieving its goals of improving customer service. Fornell (2007) finds that while the federal government overall scores 67.8 on the 100-pt ACSI, federal e-Gov scores 8% better at 73.4, almost as good as the private sector services rating of 74.0. (Fornell also notes the only private sector services scoring worse than the USFG are newspapers, airlines, and cable/satellite TV.)



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