Tags: Fox | federal | website | satisfaction

Partnership for Public Service: Govt Websites Found to Be Sub-Standard Messes

By    |   Thursday, 18 September 2014 02:38 PM

The federal government ranks lower than airlines and cable companies when it comes to consumer satisfaction, and a considerable part of that unhappiness stems from agencies' impossibly poor websites, according to a new report.

In a guest column for The Washington Post, Tom Fox, vice president of the nonprofit Partnership for Public Service, suggested it's no wonder citizens rank the federal government lower than nearly every private sector industry measured.

He noted that a report by his organization and Accenture http://ourpublicservice.org/OPS/publications/viewcontentdetails.php?id=248 highlights the strong impact that websites now have on overall consumer satisfaction.

Editor’s Note:
New Warning - Stocks on Verge of Major Collapse

"Just this month, Department of Veterans Affairs Secretary Robert McDonald decried the large number of often-confusing sites the agency currently operates, noting that there are '14 different websites that require a different username and a different password for veterans to access the VA,'" Fox wrote.

Federal services are often organized based on the "structure of government and its bureaucratic silos," he said, adding that that shortcoming extends to government websites.

"For example, government delivers a wide array of benefits and services to low-income families, but these services are organized in a complex web. They are structured according to the funding appropriated to specific programs and located in different agencies scattered across the government, making it hard for the citizen to navigate the complex maze."

However, citizens shouldn't have to navigate government hierarchies in order to receive benefits or services.

Not all federal government websites are confusing and unresponsive, Fox stated. Two of the rare ones that do a good job are Recreation.gov and DisasterAssistance.gov.

The Recreation.gov site is a collaboration among 12 agencies that provides a single portal for citizens, and DisasterAsssistance.gov streamlines the processes of applying for disaster aid by sharing customer data across federal agencies.

To create better federal websites, the government needs to similarly coordinate digital services across organizational boundaries and assign leaders whose jurisdictions likewise cross agency lines, he suggested.

Fox did not mention the poster child for poor federal government digital strategy — the Obamacare websites — but they are back in the news in a bad way.

The centerpiece of Obamacare's nightmarish debut a year ago was the problem-plagued HealthCare.gov and a number of state exchange websites that muffed the rollout of the national health insurance plan.

The Fiscal Times reported that as officials are "preparing for Obamacare round two, auditors are warning that both the federal and some state websites are still not ready for prime time."

A new Government Accountability Office (GAO) found that while the federal exchange website has improved, it is still not fully secure, according to The Times. With two months left before its second launch, GAO auditors outlined an assortment of still-unsolved issues that pose security risks to user information and the entire website itself.

Editor’s Note: New Warning - Stocks on Verge of Major Collapse

© 2020 Newsmax Finance. All rights reserved.


   
1Like our page
2Share
Finance
The federal government ranks lower than airlines and cable companies when it comes to consumer satisfaction, and a considerable part of that unhappiness stems from agencies' impossibly poor websites, according to a new report.
Fox, federal, website, satisfaction
481
2014-38-18
Thursday, 18 September 2014 02:38 PM
Newsmax Media, Inc.
 
Newsmax TV Live

Newsmax, Moneynews, Newsmax Health, and Independent. American. are registered trademarks of Newsmax Media, Inc. Newsmax TV, and Newsmax World are trademarks of Newsmax Media, Inc.

NEWSMAX.COM
MONEYNEWS.COM
© Newsmax Media, Inc.
All Rights Reserved