FOR IMMEDIATE RELEASE December 13, 2006

CONTACT: Pat Wood (202) 504-3648 (office) (202) 246-4680 (cell) patricia.wood@bpd.treas

Big Day for Federal Users of the American Customer
Satisfaction Index

OMB’s Karen Evans Will Speak, FCG Will Present NIH with an Award, ForeSee Results and University of Michigan Officials Will Announce 2006 ACSI Scores

WASHINGTON, DC — Treasury’s Federal Consulting Group will host an end-of-the-year meeting on December 15, 2006, from 9:30 a.m. – noon, at the Treasury Executive Institute, 801 9th St, NW.

The Meeting Features:

• An E-Government update by Karen Evans, Administrator of the Office of Electronic Government and Information Technology, Office of Management and Budget.
• Presentation of the first annual Customer Satisfaction Achievement Award to the National Institutes of Health for their innovative, cross-agency use of the American Customer Satisfaction Index™ to achieve website excellence and consistently improve customer satisfaction.
• Announcement of the 2006 E-Government American Customer Satisfaction Index (ACSI) and the 2006 Federal Government ACSI.

Program Details
Karen Evans will join FCG CEO/Director Anne Kelly and FCG COO Ron Oberbillig in presenting the Customer Satisfaction Award to the Trans-NIH ACSI Leadership Team. Dr. Elliot R. Siegel, Associate Director for Health Information Programs Development, National Library of Medicine, National Institutes of Health, US Dept of Health and Human Services and Dr. Fred B. Wood, Computer Scientist, Office of Health Information Programs Development, NLM, NIH, DHHS, will accept the award along with members of the team.

Larry Freed, President/CEO, ForeSee Results, Ann Arbor, Michigan, will announce the 2006 E-Government ACSI and present an analysis.

David Van Amburg, Director, and Forrest Morgeson, PhD, Chief Statistician, ACSI, University of Michigan, will announce the overall annual 2006 ACSI for the federal government and present an analysis.

Susan Feldman, Web Analytics Program Manager, National Cancer Institute, will speak on NIH’s Enterprise Approach to Measuring Customer Satisfaction on the Web.

The ACSI Methodology

The ACSI survey methodology, developed at the University of Michigan, links customer expectations and perceived quality to customer satisfaction, which in turn links to key outcomes. ACSI scores are reported on a scale of 0-100. ACSI scores are based on data from voluntary surveys.

While key outcomes vary depending on the mission of the program or website, improved performance leads to increased customer satisfaction, which in turn increases the public’s trust in government.

Federal Consulting Group’s Role

The Federal Consulting Group is the executive agent in the federal government for the ACSI. FCG has a generic survey clearance from OMB for using ACSI surveys to assess the services, information, call centers, and websites of federal agencies. FCG expedites the survey review and clearance.

FCG is hosting the meeting for performance and customer service managers and analysts involved with agency programs and websites in all departments. The program is also open to other federal employees—especially those who are interested in ACSI—and government contractors.

Security

For security purposes, all attendees must present a picture ID. Reporters who plan to attend should email Pat Wood, patricia.wood@bpd.treas.gov, with name, organization, credential number, phone number, and email address by 5 p.m., December 14.

Relevant Websites

Program Agenda

The ACSI

Government Customer Satisfaction Scores

CFI Group

ForeSee Results

ACSI Results (1999-2006)

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