ACSI Benchmarks for US Federal Government 2010

January 25, 2011

AGENCY/DEPARTMENT CUSTOMER SEGMENT  2010
Federal Government (Aggregated)  65.4
Benefits Recipients
VA, National Cemetery Administration Relatives or individuals responsible for interment  94
Pension Benefit Guaranty Corporation Retirees  87
Veterans Health Administration Inpatients at VA medical centers  85
Veterans Health Administration Outpatients at VA clinics  82
USDA, Rural Utilities Services Participants in business and industry program  81
Health Resources & Services Administration, HHS Bureau of Clinician Recruitment Service
National Health Service Corps Participants
 76
USDA, Rural Utilities Services Participants in water program and environmental program  75
Health Resources & Services Administration, HHS Bureau of Clinician Recruitment Service
National Health Service Corps Partners
 73
Corporation for National and Community Service Grantees  71
Health Resources & Services Administration, HHS Bureau of Primary Healthcare grantees  71
USDA, Rural Utilities Services Participants in multifamily housing program  70
Information Providers/Technical Assistance/Supply
Library of Congress Visitors who took a Library of Congress tour  87
Federal Citizen Information Center, GSA Citizens who ordered materials via U.S. mail  85
Federal Citizen Information Center, GSA Citizens who ordered materials via web  85
Library of Congress Visitors of the Library of Congress gift shop  85
National Oceanic & Atmospheric Administration, Commerce National Weather Service users  85
Federal Citizen Information Center, GSA Citizens who ordered materials via phone  83
Library of Congress Visitors of the Library of Congress exhibits  83
United States Citizenship and Immigration Services, DHS Employers currently using E-verify  82
Pension Benefit Guaranty Corporation Pension plan participants  79
National Aeronautics & Space Administration Users of the Earth Observing System Data & Information Systems (EOSDIS)  77
Defense Technical Information Center, Defense Information users  75
Financial Services
Office of Disaster Assistance, SBA Renter Loan recipients  85
Office of Disaster Assistance, SBA Homeowner Loan recipients  74
Office of the CFO, Education Grantees  72
Office of Disaster Assistance, SBA Business Economic Injury Loan recipients  68
Office of Disaster Assistance, SBA Business Loan recipients  68
Call Centers
National Recreation Reservation Service, Forest Service, USDA Field employees and concessionaires  78
Federal Trade Commission Consumer Response Center users  76
National Recreation Reservation Service, Forest Service, USDA Contact Center users  76
Education Callers of USA Learn hotline  68
IRS
Internal Revenue Service, Treasury Individual electronic tax filers  77
Internal Revenue Service, Treasury Small Business Corporate tax filers  62
Internal Revenue Service, Treasury Individual paper tax filers  54
Internal Revenue Service, Treasury Large Business & International Corporate tax filers  53
Regulatory
Federal Aviation Administration, Transportation Users of Flight Service Stations (Alaska)  85
Federal Aviation Administration, Transportation Users of Flight Service Stations (CONUS)  79
Pension Benefit Guaranty Corporation Premium filers  71
Federal Aviation Administration, Transportation Users of Air Traffic Control services  66
Federal Aviation Administration, Transportation General Aviation Pilots  64
Federal Aviation Administration, Transportation Aviation Mechanics  58
International Travelers
Consular Affairs, State Recent passport applicants/renewals  82
E-GOVERNMENT
AGENCY/DEPARTMENT/OFFICE
WEBSITE  2010
 Q4
E-Commerce/Transaction
Social Security Administration SSA Retirement Estimator: www.ssa.gov/estimator  90
Social Security Administration SSA iClaim: www.socialsecurity.gov/applyonline  90
Social Security Administration Help with Medicare Prescription Drug Plan Costs: www.socialsecurity.gov/i1020  88
Social Security Administration Social Security Internet Disability Report: www.ssa.gov/applyfordisability  83
U.S. Pension Benefit Guaranty Corporation MyPBA: https://egov.pbgc.gov/mypba  83
Social Security Administration Social Security Business Services Online: www.ssa.gov/bso/bsowelcome.htm  82
United States Mint, Treasury Online Catalog: http://catalog.usmint.gov  79
Forest Service, Agriculture Recreation One-Stop: www.recreation.gov  76
General Services Administration Official Site to Buy U.S. Government Property: www.govsales.gov  66
Department of the Treasury, Bureau of the Public Debt TreasuryDirect: www.treasurydirect.gov  65
Information/News
Free Application for Federal Student Aid FAFSA website:  www.fafsa.ed.gov  88
Office on Women's Health National Women's Health Information Center (NWHIC) main website:  www.womenshealth.gov  86
AHRQ Health Care Innovations Exchange AHRQ Health Care Innovations Exchange: www.innovations.ahrq.gov  84
National Library of Medicine, National Institutes of Health, HHS MedlinePlus: http://medlineplus.gov  84
National Institute of Diabetes and Digestive & Kidney Diseases, National Institutes of Health, HHS NIDDK: http://www2.niddk.nih.gov  84
Defense Media Agency Pentagon Channel: www.pentagonchannel.mil  83
National Library of Medicine, National Institutes of Health, HHS MedlinePlus (Spanish): http://medlineplus.gov/esp  83
Department of Defense DoD Navy: www.navy.mil  82
National Cancer Institute, National Institutes of Health, HHS National Cancer Institute Site (Spanish): www.cancer.gov/espanol  82
National Women\'s Health Information Center Girls Health: www.girlshealth.gov  82
General Services Administration Federal Citizen Information Center: www.pueblo.gsa.gov  81
National Human Genome Research Institute National Human Genome Research Institute: www.genome.gov  80
General Services Administration Consumer Action Website, Federal Citizen Information Center: www.consumeraction.gov  80
Federal Trade Commission FTC OnGuardOnline: www.onguardonline.gov  80
Department of Defense DoD Air Force: www.af.mil  80
National Institute of Justice, Justice NIJ main website: www.ojp.gov/nij  80
National Ocean Service, Commerce National Ocean Service website:  www.oceanservice.noaa.gov  79
Department of Homeland Security U.S. Citizenship and Immigration Services: www.uscis.gov/e-verify  78
Bureau of International Information Programs, State America.gov (Spanish): www.america.gov/esp  78
Bureau of Consular Affairs, State Bureau of Consular Affairs: http://travel.state.gov  77
Substance Abuse and Mental Health Services Administration SAMHSA: www.mentalhealth.samhsa.gov  77
National Institute of Allergy and Infectious Diseases, National Institutes of Health, HHS National Institute of Allergy and Infectious Diseases: www.niaid.nih.gov  77
Bureau of Educational and Cultural Affairs, State U.S. Department of State Bureau of Educational and Cultural Affairs alumni website: https://alumni.state.gov  76
Small Business Administration Business Gateway: www.business.gov  76
Department of Defense DoD Marine Corps: www.marines.mil  76
National Criminal Justice Reference Service, Justice NCJRS website: www.ncjrs.gov  76
Bureau of International Information Programs, State America.gov website: www.america.gov  76
Department of Justice Office of Community Oriented Policing Services: www.cops.usdoj.gov  76
Bureau of Educational and Cultural Affairs, State U.S. Department of State Bureau of Educational and Cultural Affairs exchanges website: exchanges.state.gov  76
Department of State Department of State blog website: www.blogs.state.gov  75
Bureau of Labor Statistics Bureau of Labor Statistics: www.bls.gov  74
Economic Research Service, Agriculture ERS main website: www.ers.usda.gov  74
Federal Aviation Administration, Transportation Federal Aviation Administration:  www.faa.gov  74
U.S. Department of Commerce National Geodetic Society, National Oceanic and Atmospheric Administration website: www.ngs.noaa.gov  74
Health Resources and Services Administration, HHS Health Resources and Services Administration main website: www.hrsa.gov  73
National Agricultural Library, Agriculture NAL main website: www.nal.usda.gov  73
U.S. Nuclear Regulatory Commission U.S. Nuclear Regulatory Commission website: www.nrc.gov  73
Military Health System, Defense TRICARE: www.tricare.mil  73
Railroad Retirement Board Railroad Retirement Board website: www.rrb.gov  73
Food Safety and Inspection Service, Agriculture FSIS main website: www.fsis.usda.gov  73
Agency for Healthcare Research & Quality, HHS Agency for Healthcare Research and Quality: www.ahrq.gov  72
Office of National Drug Control, White House Above the Influence: www.abovetheinfluence.com  72
Foreign Agricultural Service, Agriculture FAS main website: www.fas.usda.gov  72
Bureau of International Information Programs, State America.gov (Chinese): www.america.gov/mgck  71
Department of the Treasury, Alcohol and Tobacco Tax and Trade Bureau USTTB website: www.ttb.gov  71
Bureau of Economic Analysis, Commerce BEA main website:  www.bea.gov  71
Bureau of International Information Programs, State America.gov (French): www.america.gov/fr  70
Federal Motor Carrier Safety Administration, Transportation FMCSA Protect Your Move: www.protectyourmove.gov  70
Bureau of International Information Programs, State America.gov (Russian): www.america.gov/ru  69
Federal Deposit Insurance Corporation FDIC Applications: www2.fdic.gov  69
Military Health System, Defense Force Health Protection & Readiness Policy and Programs: http://fhp.osd.mil/  69
Farm Service Agency, Agriculture USDA Farm Service Agency: www.fsa.usda.gov  68
United States Geological Survey U.S. Geological Survey: www.usgs.gov  68
U.S. Census Bureau, Commerce U.S. Census Bureau main website: www.census.gov  67
Department of Transportation Research and Innovative Technology Administration DOT Research and Innovative Technology Administration website: www.rita.dot.gov  67
Bureau of International Information Programs, State America.gov (Arabic): www.america.gov/ar  67
Military Health System, Defense Military Health System main website: www.health.mil  67
Bureau of International Information Programs, State America.gov (Persian): www.america.gov/persian  64
Social Security Administration Social Security Online: Answers to Your Questions: http://ssa-custhelp.ssa.gov  63
Forest Service, Agriculture Forest Service main website: www.fs.fed.us  61
National Archives & Records Administration NARA AAD - Access to Archival Databases: www.archives.gov/aad/index.html  60
HHS/Grants Policy Committee HHS: www.grants.gov  58
Natural Resources Conservation Service, Agriculture NRCS website: www.nrcs.usda.gov  55
Portal/Department Main Site
U.S. Department of Commerce National Oceanic and Atmospheric Administration main website: www.noaa.gov  85
Department of Homeland Security U.S. Citizenship and Immigration Services (Spanish): www.uscis.gov/portal/site/uscis-es  85
National Institute of Arthritis and Musculoskeletal and Skin Diseases, National Institutes of Health, HHS NIAMS public website: www.niams.nih.gov  84
General Services Administration GobiernoUSA.gov website: www.gobiernousa.gov  83
National Aeronautics and Space Administration NASA main website: www.nasa.gov  83
National Cancer Institute, National Institutes of Health, HHS National Cancer Institute main website: www.cancer.gov  82
Centers for Disease Control and Prevention CDC main website: www.cdc.gov  81
Department of Homeland Security U.S. Citizenship and Immigration Services: www.uscis.gov/portal/site/uscis  81
National Park Service, Interior National Park Service main website: www.nps.gov  80
Federal Bureau of Investigation FBI main website: www.fbi.gov  80
United States Mint, Treasury U.S. Mint main website: www.usmint.gov  77
National Institutes of Health National Institutes of Health main website: www.nih.gov  77
National Library of Medicine, National Institutes of Health, HHS National Library of Medicine main website: www.nlm.nih.gov  76
Department of Defense Department of Defense portal: www.defense.gov  76
Government Accountability Office GAO main public website: www.gao.gov  76
Department of State Department of State main website: www.state.gov  75
Federal Deposit Insurance Corporation FDIC main website: www.fdic.gov  75
General Services Administration GSA main website: www.gsa.gov  75
National Archives & Records Administration NARA main public website: www.archives.gov  74
National Institute for Standards and Technology National Institute for Standards and Technology main website: www.nist.gov  74
U.S. Small Business Administration SBA main website: www.sba.gov/  73
Department of Veterans Affairs VA main website: www.va.gov and www.myhealth.va.gov  72
Internal Revenue Service, Treasury IRS main website: www.irs.gov  72
General Services Administration USAGov website: www.usa.gov  71
U.S. Pension Benefit Guaranty Corporation U.S. PBGC main website: www.pbgc.gov  71
Department of Homeland Security Department of Homeland Security main website: www.dhs.gov  70
Substance Abuse and Mental Health Services Administration, HHS SAMHSA website: www.samhsa.gov  70
Office of the National Coordinator for Health Information Technology (ONC) Heath Information Technology: healthit.hhs.gov  70
United States International Trade Commission U.S. International Trade Commission main website: www.usitc.gov  70
Environmental Protection Agency U.S. Environmental Protection Agency: www.epa.gov  68
U.S. Food and Drug Administration U.S. Food and Drug Administration main website: www.fda.gov  68
Social Security Administration Social Security Online (main website): www.socialsecurity.gov/  68
Office of Disability Employment Policy, Labor Disability: www.Disability.gov  65
Department of the Treasury Treasury main website: www.treasury.gov  65
Recruitment/Careers
Department of Labor Department of Labor Job Listings: www.doors.dol.gov  82
Central Intelligence Agency Recruitment website: www.cia.gov/careers  82
Department of State Recruitment website: www.careers.state.gov  79
Office of Personnel Management Recruitment website: www.usajobs.opm.gov  76
Office of Personnel Management OPM Veterans Employment website: www.fedshirevets.gov  73

 

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