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Satisfaction with federal services hits 4-year high

February 2, 2017 (Photo Credit: Eric Audras PhotoAlto via Getty Images)
The federal government as a whole has achieved a four-year peak in citizen satisfaction, according to the American Customer Satisfaction Index, a survey associated with the University of Michigan. 

Suggested causes include website improvements, interactions with the Department of Health and Human Services over former President Barack Obama's health care law, courtesy and clarity of federal employees, and timeliness and efficiency improvements, as well as other factors.

Following a three-year decline to an all-time low score of 63.9 at the close of 2015, the federal government’s rating has rebounded to a 68 as of 2016’s survey. Interactions with HHS not only helped drive this overall number but also pushed the Health Department’s own rating to 67 percent (up from 59 percent at 2015’s end).

Leading the agencies, the Department of the Interior and the Department of State both saw scores rise to 78 percent (up 4 and 10 percent, respectively), with visits to National Park Service lands and monuments and passport issuance and renewal services cited as reasons for satisfaction. 

The Treasury Department, most associated with the citizen-facing agents of the Internal Revenue Service, holds the bottom spot at 59 percent. The Department of Veterans Affairs comes in next at 66.

The report comes from a polling of 2,380 random participants contacted via email in November and December of 2016 to evaluate their recent experiences with federal government services.

The entire report can be accessed on the ACSI website.
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