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FCW : June 15, 2015
BackStory The digital — yet skeptical — citizen 34 June 15, 2015 FCW.COM The Obama administration has requested more than $140 million for digital services efforts in fiscal 2016, yet only 41 percent of U.S. adults think the federal government should focus on offering more digital services. According to Forrester Research, here’s how Americans are really engaging with federal agencies: Source: Forrester Research report “Washington Must Work Harder to Spur the Public’s Interest in Digital Government” 41% Visiting agency websites 37% In person 33% Postal mail 32% Phone 16 % Email 8% Social media 5% Online chat 3% Mobile app Just 30 percent want location-based services from government on their mobile devices, while 40 percent would be interested in a single-sign-on credential. Privacy concerns were a main objection of those not interested. “I am confident the federal government keeps secure any personal information it has on its citizens”: Do not agree Neutral Agree N/A 0 10 20 30 40 37% 25% 35% 4% Still, more than half of respondents said they want a single portal that lets them check all federal accounts in one place. Forrester’s recommendation? “Rebalance the digital customer experience portfolio” by prioritizing new investments based on measurable demand and shutting down underused digital channels to focus on those worth perfecting. 0615fcw_034.indd 34 5/28/15 9:00 AM
May 30, 2015
June 30, 2015