Skip to main content E-Gov logo Powering America's future with technology.
 
 

USA Services Performance Measures - Category View

USA Services helps to make the government more citizen-centric by providing citizens with easy access to accurate, consistent, and timely government information.

There are 300 million US citizens; 32 high impact organizations receive 90% of all citizen inquiries.


ADOPTION/PARTICIPATION
Metric Name Measure Measure Period FY07 Target FY08 Target Targeted Outcome
% of organizations that have working agreements with USA Services 100% As of 12/07 100% 100% 100%
100% As of 7/07
100% As of 3/07
100% As of 9/06

All 32 high impact organizations have working agreements with USA Services. There is a total of 40 working agreements with agencies, bureaus, and government organizations.

Metric Name Measure Measure Period FY07 Target FY08 Target Targeted Outcome
# of organizations with working agreements using FirstContact and Citizen Infrastructure Task Orders 18 task orders As of 12/07 5 new 5 new Not Available
17 task orders As of 10/07
15 task orders As of 7/07
15 task orders As of 2/07
5 task orders As of 9/06

5 out of 32 high impact organizations have used contact center services/solutions and web hosting services and support issued by USA Services. There is a total of 17 FirstContact and Citizen Infrastructure Task Orders providing organizations with efficient and effective access to call center services.


USAGE
Metric Name Measure Measure Period FY07 Target FY08 Target Targeted Outcome
# of USA Services inquiries handled by telephone 1,994,943 FY08 as of 12/31/07 11,190,000 21,565,000 Not Applicable
36,174,971 As of 10/07
34,147,233 As of 6/07
11,156,764 10/06 to 3/07
10,044,429 FY06

The number of touchpoints handled by telephone.

Metric Name Measure Measure Period FY07 Target FY08 Target Targeted Outcome
# of USA Services inquiries handled by email and web chat 1,804,547 FY08 as of 12/31/07 2,910,000 5,375,000 Not Applicable
5,494,695 As of 10/07
4,408,115 As of 6/07
2,626,301 10/06 to 3/07
109,922 FY06

The number of touchpoints handled by e-mail and web chat.

Metric Name Measure Measure Period FY07 Target FY08 Target Targeted Outcome
# of USA Services inquiries handled by publications 5,732,202 FY08 as of 12/31/07 26,300,000 30,100,000 Not Applicable
32,237,596 As of 10/07
25,725,324 As of 6/07
14,801,902 10/06 to 3/07
16,134,477 FY06

The number of touchpoints handled by publications.

Metric Name Measure Measure Period FY07 Target FY08 Target Targeted Outcome
# of USA Services inquiries handled by visits to FirstGov.gov and other websites 35,143,320 FY08 as of 12/31/07 128,225,000 153,795,000 Not Applicable
148,377,611 As of 10/07
125,497,287 As of 6/07
72,514,491 10/06 to 3/07
103,385,876 FY06

The number of touchpoints handled by visits to USA.gov and other websites.


CUSTOMER SATISFACTION

Metric Name Measure Measure Period FY07 Target FY08 Target Targeted Outcome
Agency customer satisfaction on FirstContact contact center services/solutions 94% As of 10/07 85% 85% 85%
94% FY07
93% FY06

This rating is based on a USA Services-issued survey on a scale of 0-100. The current target is 85%. A stretch goal of 95% is being established for this measure.

Metric Name Measure Measure Period FY07 Target FY08 Target Targeted Outcome
Customer satisfaction with government websites 74 As of 10/07 74 75 Private Sector National Average
74 As of 6/07
74 As of 12/06
73 As of 9/06

Customer satisfaction is measured on a scale of 0-100 using the American Customer Satisfaction Index (ACSI). This is an aggregate ACSI score of ALL federal websites.


EFFICIENCY

Metric Name Measure Measure Period FY07 Target FY08 Target Targeted Outcome
Cost per Citizen Touchpoint $0.21 As of 10/07 $0.26 $0.26 $0.25
$0.32 As of 6/07
$0.32 As of 9/06

Overall USA Services funding divided by the number of Touchpoints to derive a unit cost per Touchpoint. This is measured annually via Program Rating Assessment Tool (PART).

View Performance Measures Summary



Back to E-Gov Initiatives Performance Index