ࡱ> ikfgh#` }@bjbj 4XW8%       FFF8~t2"prrrrrr$#hp 111  1  p1p*|  ַ 0%FE0T0u$J 0hlJ<?j1111$fBjIBj       Top Findings Forrester Q3 2008 Online Survey of U.S. individuals 9/29/08 Support for federal government print publications is high. 64% answered that they felt strongly or very strongly that information on health, credit, benefits, and other consumer issues should be available free in print, even if it is online. This held constant across all age groups (18-28, 29-42, 43-52, 53-63, 64+) and income levels. Forrester's Q2 2008 mail survey found that 55% were strongly or very strongly in favor of print materials. It is interesting that support for print was higher in the online survey. 43% answered that 24 hours was an acceptable amount of time for the government to reply to an email inquiry. 34% answered 2 days, 11% answered same day, and 11% answered one week. For a government information and referral hotline, 35% answered that live agents should be available for assistance evenings and weekends, in addition to business hours during the week. 33% answered evenings and business hours during the week. 29% are content with business hours on weekdays. 15% answered that they would be likely or very likely to access information about the Federal Government via a mobile device (PDA, mobile phone, Blackberry). Support was higher (21%) among consumers 18-28 and 29-42. Only 10% of those aged 53-63 responded that they would be likely or very likely to access information about the Federal Government via a mobile device. Support for mobile government went up with income, but not dramatically. Possession of a college degree was also not a big driver in support for mobile government. What government services/information would you like to get on your mobile/cell phone? (select all that apply) 28% - Local weather forecast 26% - Traffic conditions 25% - Breaking news / press conferences 11% - Notice about government jobs that may be of interest to me 8% - Notices about town hall meetings with government officials 8% - Notices about updates on government websites I use most 52% - None of these The number of people answering none of these went up with age (33% of those 18-28 answered none of these, 62% of those in the 53-63 category answered none of these.) Income and education were not significant drivers. Other : GrantsEmergency alerts (severe weather, disaster awareness, evacuations)I don't own a cell phoneEarly school dismissalI dont use my phone for these servicesInformation I don't have to pay forNotices about things that affect me and my familymost wanted photosAlert that ex spouse made a child support paymentNew programsAmber alertsAccess to tax informationSubscriptionsBackground checks 18% responded that they would be likely or very likely to use SMS (text messaging) to ask a question about the Federal Government. Support for text messaging goes up to 27% among consumers 18-28. Support goes down to 11% for consumers 53-63. Support for text messaging with the government went up with income, but not dramatically. Again, possession of a college degree was not a huge driver. 7. Top Government Web improvements needed (select three) 62% - Write in plain language so it is easier to understand 59% - Make it easier to find contact information on the website so I can email or phone someone 44% - Allow me to complete more government business online without having to go in person or use mail or the phone 41% - Place most frequently requested information at the top of the home page 24% - Let government agencies share information so I can fill out government applications/forms more quickly 24% - Make the websites more searchable 17% - Have a government ebay where I can bid on used and confiscated items 9% - Reduce the number of government websites 2% - Provide more fun features such as videos, games, polls, quizzes There was consistency across age groups with a couple exceptions. There was more interest (19-21%) in a government ebay among the 18-28, 29-42, and 43-52 crowds. Among those 53-63, interest in a government ebay is around 12%. Also, the plain language problem increases with age - 76% of people in the 64+ category say lack of plain language is a problem ! Write ins Add information about : Current topicsGrantsHealthcareProvide telephone and emergency contact informationIllegal AliensVeteranssocial Security/RetirementUnclaimed moniesWasteful spending (name and amount)RebatesHealthy living sitesGovernment auctionsIRS OIC information/other less common issuesOne Directory or main portalOnly EnglishTax refundsmission StatementCorrupt politicians Be more like _ website : mySpacesocial SecurityGoogle (i.e. search.gov)mercksource.comAOLask.combenefits.comUSAA Allow me to _ online : BuyChat/ask a questionSearch more easily (keywords)Only have one ID for all sitesPrint smaller amounts of postageGet a replacement Social Security cardComplainApply for a grantComplete formsHave access to what government agencies are doingFile taxesDownload bulk filesDo business on weekendsSearch for personal documentsAccess previous historyRequest services Other : Table of Contents/DirectoryOnly EnglishMore of a consumer focus, less bureaucraticAdvertise the site moreKeep information updatedmedicare program informationAdd links to town websitesAllow the gathering of total information requested without having to access different webpagesEliminate FAQmake pages consistent (to minimize confusion)/more user friendlyIllegal alien checkingOther Continued : Respond to inquiries in a timely fashion/quicker responseHave a website databaseHave agencies communicate with each otherEstablish a government-only search engineLower taxesmake grants more accessiblestop the "fake" government sitesHave pdfs of forms so they can be downloaded and printedProvide phone numbers to cut thru red tapeUse Instant Messaging/Live ChatProvide more informationAllow email for problemsProvide fewer fun featuresInclude text of original lawstick to legitimate functions of government Top Government Call Center improvements needed (select two) 80% - Have a real person answer instead of a machine 61% - Stay open later so that I can call from home after I get home from work 29% - Give more thorough answers 18% - Know where I am calling from so when I ask about something they can tailor the answer for my state, city Other : make sure they speak clear EnglishBe less rudeGive correct answers/be more knowledgeableOnline chatmore thorough trainingBe able to contact the same person/less transfersGet a live personLess hold timeOpen early, before business hoursmake selection menus very clearOffer more programs for lower incomeDomestic call centersCall reps should ID themselvesLet you speak to a supervisor when you request oneAvailable 24 hourssend follow up on action taken from callEliminate themI'm satisfied with the phone service Top Government Publication improvements needed (select two) 93% - Make them cheaper or free 81% - Send them to me faster Add publications about : Health/healthcareSalesspecific IRS forms (examples)New tax filing issues/Income tax informationAnything educationalConsumer issuesGrantsHome loanssenior information (Benefits, Social Security, Medicare, Elder Care)making the IRS understandableEconomic relief checksDisaster ContactsHousing (available, government owned for sale)New/current topicsGovernment auctionsNewspaper adsEnvironmental issuesEmployment (home-based, post graduate)services for grandparents raising childrenBids/ContractsDirectoryPolitical Candidates and their stand on issuesLocal and State government organizations/programsRecent passed lawsImmigrationInvestmentsClinical trialsLarge print/paginatedDownloadable for freeVA benefitsOverspendingIllegal spyingAdoptionHerbs and SupplementsEmail information/FAQAlternative living resourcesForeign policy, energy, potential threatsAdd publications about continued : Positive aspects on world mattersFinancial recommendationsCopyright InformationRebates Other : Easier to searchAvailable on-line/DownloadableOn-line forms and samplesOnly EnglishPlain language, clear, conciseUnbiasedDirectoryAdd publicationsFree to read and printPrice them what they costRemove publications which have little public valuemore common recipesNo publicationsseparate consumer publications from nonconsumer publicationsWhat they do now is finePrices for locationKeep them currentImprove PDF formattingLarger printmake paper environmentally friendlyAvailable in more locations (libraries, post office)Limit them/fewer publicationsBe able to request more informationmore informativeOther languagesOnly send to people that want themDiscontinue paper publications How should the government use videos online to deliver information and services to you? (select all that apply) 52% - To explain how to fill out common forms (e.g., passport applications, tax forms, medicare) 47% - To show consumer tips (e.g., how to save energy, avoid scams) 30% - To broadcast key government agency proceedings (e.g., press conferences regarding toy safety, food safety) 28% - To show government programs in action (e.g., NASA shuttle launches) 25% - To have online town halls with government officials 23% - To learn about government jobs 20% - None of these Among those answering none of these, age, income, and education were not significant drivers. Other : Emergency informationshould not use videoTo demonstrate or explain complicated informationGovernment meetingsGrantsAlerts about new bills being consideredself-defense (ways to protect oneself)RebatesCampaign contributionsDaily reportsContact representativesmake services more well knownshow government programs in actionVirtual tourssex offender alertsAmber alertsmake it available only when requested How do you prefer to provide feedback to government agencies and share your ideas for better government? (select all that apply) 66% - Write to government officials by email 47% - Fill out online customer satisfaction surveys 27% - Call government officials 22% - Participate in online citizen panels or in person focus groups 21% - Write to government officials by mail 19% - Attend online "town hall" meetings or "live chats" with government officials 10% - Comment on government blogs 11% - None of these 7% - Publish your ideas on the web or via other media (e.g., newspaper, magazine, etc.) 4% - Create your own advocacy group and invite government officials to participate No significant differences across education and income levels. Consumer use of email to write to government officials INCREASES with age: 18-28 55% * 29-42 64% 43-52 70% 53-63 71% 64+ 70% *People in this age group expressed the strongest interest in providing feedback via blogs and publishing their ideas on the web or in a newspaper or magazine. For the people who answered none of these, the age breakdown is as follows: 14 % of those who answered none of these were Generation Y (age 18-28) 12% of those who answered none of these were Generation X (age 29-42) 10% of those who answered none of these were Younger Boomers (age 43-52) 9% of those who answered none of these were Older Boomers (age 53-63) 9% of those who answered none of these were Senior (age 64+). What search engine do you start with when trying to locate federal government information on the Web? (select one) 59% - Google 17% - Yahoo 7% - MSN 6% - USA.gov 5% - AOL Other : Alta VistaAsk JeevesAT&TBenefitBarBlackleBlingoCanada.comChaChaComcastCopernicOther continued: CuilDogpileExciteFoxfireGoodsearchGoogleInternet ExplorerIRS.govixquickJunomammamSNmy PointsOptimumsearch.comVerizonWebcrawlerWindstream.netName of agencyLocal by statemyWebSearch If you could add specific types of government updated information to your personal home page (iGoogle, MyYahoo), what would you choose? (Select all that apply) 44% - Local weather conditions 34% - National Weather Service warnings 24% - Tax tips 23% - Government Auctions (real estate and surplus) 22% - Government Contacts (elected officials) 19% - Government Jobs 19% - Government Search 22% - None of these What would be the most useful feature of a search engine dedicated only to government information? (select one) 36% - Provides official government information 23% - No advertising or not trying to sell me something 17% - Provides most recent and up-to-date information 5% - Provides relevant results 4% - Provides a clustering tool (grouping results) to help refine 3% - Provides an advanced search feature 2% - Remembers your search history 2% - Provides records of most popular searches Other : No pop ups on web pageNames/E-mail addresses of elected officialsOnly in Englishmarket for Tbills and Municipal Bonds tickersTruthfulnessTax issuesAll of the above Project cost - $25,750 Benefit - 12 custom questions to 5,249 consumers Age of consumers 18 to 88 Key Recommendations From Forresters Q3 2008 Online Survey Continue to consider 24 hour email turnaround time (Top Finding 2) Consider targeting mobile USA.gov information to those in Generations X and Y (work / life balance, buying your first home, getting your first job, pursuing additional education while you work) (Top Finding 4) Make state and local government information more prominent on mobile USA.gov (Top Finding 7) Pursue personalization, i.e MyUSA.gov. Only 22% expressed no interest in this service, so we can assume that 78% have some interest. (Top Finding 11) Continue our leadership in the government web community (top tasks, plain language, easy to find contact information). Even though easy to find contact information is an OMB requirement, 59% of consumers report that it is still a problem. 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