ACSI Benchmarks for U.S. Federal Government 2012
February 6, 2013
2012 Citizen Satisfaction by Federal Department »
2012 Public Administration/Government Sector Scores »
| AGENCY/DEPARTMENT | CUSTOMER SEGMENT | 2012 |
| Federal Government (Aggregated) | 68.4 | |
| Benefits Recipients | ||
| Railroad Retirement Board | Survivors | 90 |
| Pension Benefit Guaranty Corporation | Retirees | 89 |
| US Citizenship and Immigration Services, Refugee, Asylum and International Operations Directorate (RAIO) | Refugees | 87 |
| Veterans Affairs, VHA | Inpatients | 85 |
| Veterans Affairs, VHA | Outpatients | 83 |
| Health Resources and Services Administration (HRSA) Nursing Education Loan Repayment Program (NELRP) | Participants | 81 |
| Railroad Retirement Board | Unemployment and Sickness Benefit Recipients | 81 |
| Health Resources and Services Administration (HRSA) Bureau of Clinician Recruitment & Service (BCRS) | Participants | 80 |
| Health Resources and Services Administration (HRSA) Nursing Education Loan Repayment Program (NSP) | Participants | 80 |
| Department of Justice Community Oriented Policing (COPS) | Grantees | 79 |
| Department of Justice, Justice Assistance Grant Program | Grantees | 76 |
| Health Resources and Services Administration (HRSA) Bureau of Primary Health Care (BPHC) | Grantees | 71 |
| Office of Community Services | Block Grant Grantees | 65 |
| Health Resources and Services Administration (HRSA) Bureau of Primary Health Care (BPHC) | Employee | 64 |
| Health Resources and Services Administration (HRSA) HIV/AIDS Bureau (HAB) | Employee | 64 |
| Health Resources and Services Administration (HRSA) HIV/AIDS Bureau (HAB) | Grantees | 62 |
| Financial Services | ||
| Department of Education, FAFSA | Online Applicants for Federal Student Aid | 88 |
| Small Business Administration, Office of Disaster Assistance | Renters | 86 |
| Small Business Administration, Office of Disaster Assistance | Home Owners | 81 |
| Small Business Administration, Office of Disaster Assistance | Economic Injury Loan Recipients | 78 |
| Small Business Administration, Office of Disaster Assistance | Businesses | 77 |
| Department of Education, Office of the Chief Financial Officer | Grantees | 71 |
| Users of Technology/IT | ||
| Alcohol, Tobacco and Firearms, Office of Science and Technology | Users of OST Services | 78 |
| Veterans Affairs | Employee Users of IT Services | 69 |
| International Travelers | ||
| Bureau of Consular Affairs | Passport Applicants | 81 |
| Regulatory | ||
| US Citizenship and Immigration Services | E-Verify Users | 86 |
| Financial Crimes Enforcement Network (FinCEN) | Domestic Analytic Product Users | 84 |
| Financial Crimes Enforcement Network (FinCEN) | Foreign Case Reports Users | 80 |
| Financial Crimes Enforcement Network (FinCEN) | BSA E-filing Customers | 80 |
| IRS | Individual E-Filers | 79 |
| Financial Crimes Enforcement Network (FinCEN) | Regulatory Resource Center Callers | 78 |
| Financial Crimes Enforcement Network (FinCEN) | SAR Activity Review Users | 76 |
| Pension Benefit Guaranty Corporation | Premium Filers | 76 |
| Financial Crimes Enforcement Network (FinCEN) | Secure Outreach, Web CBRS Customers | 75 |
| IRS | Small Business & Self-Employed Filers | 67 |
| Federal Aviation Administration | General Aviation Pilots | 61 |
| Federal Aviation Administration | Mechanics | 59 |
| General Services Administration (GSA)/Environmental Protection Agency (EPA) | Federal Supplier Greenhouse Gas Emissions Inventory Participants | 58 |
| IRS | Individual Paper Filers | 58 |
| IRS | Large Business & International Filers | 57 |
| Federal Aviation Administration | Air Carrier Pilots | 42 |
| Information Providers | ||
| Pension Benefit Guaranty Corporation | Participant Callers | 87 |
| Federal Citizens Information Center | U.S. Mail Customers | 85 |
| National Weather Service | Customer/Users | 84 |
| Federal Citizens Information Center | Phone Customers | 84 |
| Federal Citizens Information Center | Web Customers | 84 |
| Federal Emergency Management Administration (FEMA), Building Sciences Branch | Printed Publications Users | 82 |
| USDA Forest Service R&D | Information Products & Services Users | 79 |
| NASA | Earth Observing System Data and Information System | 77 |
| USDA Agricultural Marketing Services | Marketing News Readers | 74 |
| Call Centers | ||
| U.S. Mint | Numismatists | 95 |
| National Recreation Reservation Service | Contact Center Users | 82 |
| Federal Trade Commission | Contact Center Users | 79 |