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» Results of USA Service's Customer Satisfaction Measurement Best Practices Study
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Citizen Market Research and Insights
Citizen Expectations for Service and Channel Preferences by Demographics
In focus groups USA Services conducted, we found that citizens want a variety of channels available to them for contacting the government. USA Services monitors the press and market research to see how this is evolving. USA Services also keeps its eye on how Americans are adapting to new channels.
The Internet and Consumer Choice: Online Americans use different search and purchase strategies for different goods
5/18/2008 | John Horrigan , Pew Internet and the American Life Project
The internet plays an important role in how people conduct research for purchases, but it is just one among a variety of sources people use and usually not the key factor in final purchasing decisions.
Edelman Trust Barometer 2007
1/31/2008 | Edelman
In Edelman' largest-ever study on credibility and trust, findings show that trust in business is higher than in media and government across the globe. "In 16 of the 18 countries surveyed, people say that companies are having more of a positive impact on society than a negative one."
Public Attitudes Toward Government Accountability and Transparency 2008
1/2008 | Association of Government Accountants/Harris Interactive®
In January 2008, the Association of Government Accountants (AGA) commissioned a study by leading market research firm Harris Interactive®, to conduct the first in a series of annual surveys of public attitudes to government transparency and accountability. The objective of this first survey was to establish a baseline understanding of public attitudes, concerning transparency and accountability progress—or the lack of it—which could be tracked annually. A secondary objective was to use the survey findings to raise the profile of this important issue and help to drive understanding of it among policymakers, government employees and the public. The survey findings reveal deep dissatisfaction among the American public with both the availability of government financial information and the way it is delivered to the people. Much of this dissatisfaction has to do with issues of trust and a gap between what the public expects and what is actually delivered. The survey also captured information relating to how the public would use fiscal information, were it provided to them in a usable form
» Link to External site 
Segmentation of Government Customers
1/24/2008 | Robert Smudde - USA Services Federal Solutions Division
Six types of customer contacts with the government have been identified as part of a segmentation created by the U.S. General Services Administration’s USA Services Division: informational, beneficial, dutiful, commercial, intergovernmental, and exceptional. A customer can be a citizen, non-citizen, business, other government agency, military personnel, law enforcement, or any other entity that an agency provides a service for.
» View report (Word doc.)
Government-Wide Assessment of Citizen Service Activities Survey
6/15/2007 | USA Services Federal Solutions Division
USA Services conducted a Government-Wide Assessment (GWA) Survey to learn how and where people interact with the federal government and how to support agencies who may want assistance in improving their customer service functions. Thesurvey is an expanded follow-on to the Budget Data Request conducted by the office of Management and Budget in 2004. We evaluated the results to drive the development of new products and services to help agencies and their customer service professionals.
Citizens' Service-Level Expectations: Phase 2 - Supplemental Study
3/30/2007 | MITRE Corp. under contract to USA Services
Follow up research on service-level expectations and preferences for
communication channels when contacting government for persons age 65
and older, persons in lower income households (under $30,000 annually)
and persons of Hispanic heritage.
» Download PDF (3.3mb)
Citizens' Service-Level Expectations: Phase 1
11/8/2005 | MITRE Corp. under contract to USA Services
GSA's USA Services asked MITRE Corp. to identify the expectations of
members of the public who contact government agencies today, as well as
expectations they have about contacting government agencies in the
future. This document provides a summary of the observations and
conclusions MITRE identified through a literature review and from data
derived from a series of focus group sessions conducted by Daston Corp.
[November 8, 2005 / MITRE Corp.]
» Download PDF (2.9mb)
How Americans Get in Touch with Government
5/24/2004 | John Horrigan, Pew Internet and the American Life Project
The Pew Internet and the American Life Project has conducted a study
to examine how national, state, and local government officials have (or
have not) used the Internet to conduct government business, get
elected, and interact with constituents. Internet users are
increasingly turning to E-Government sites to carry out their business
with government. But Internet users and non-users alike value having
more than one way to get in touch with government.
» View report (external site)
