Federal Government Information Technology

Citizen satisfaction with government services on the rise

Federal Time: Americans were 2.5 percent more satisfied with government-provided services in 2017 than they were the previous year, bringing the total satisfaction to 69.7 out of 100. The score constitutes an 11-year high in satisfaction scores for the federal government, and continues the reversal of a downward trend ending in 2015. The higher score also coincides with recent increases in federal employee satisfaction with their work environments. “Only one driver — the courtesy and professionalism of customer service personnel — declines slightly (down 1 percent to 77). The timeliness and efficiency of government processes (such as completing required forms, applying for benefits, or receiving a response to an application) shows the largest gain (+3 percent to 72), but stays the lowest-scoring of the four attributes.”

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