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Citizen Satisfaction with Federal Websites Surges

The University of Michigan released a report today rating and ranking 104 federal government websites in terms of how well the satisfy citizens. The report is ...

by / October 27, 2009

The University of Michigan released a report today rating and ranking 104 federal government websites in terms of how well the satisfy citizens. The report is the well-known quarterly American Customer Satisfaction Index (ACSI) E-Government Index. Each of the 104 websites is given a score on the Index's 100-point scale.

The report shows that satisfaction with e-gov is at an all-time high, had the greatest quarter-over-quarter increase since the study was founded 6 years ago, and that many individual government websites are outperforming private sector stalwarts like Amazon and Google in terms of customer satisfaction.

 "The increase in e-government satisfaction also brings government more into pace with the private sector. While the e-government aggregate (75.2) still significantly trails private sector industries like portals and search engines (83) and e-retail (82), e-gov outperforms the online news and information industry aggregate (74), online brokerage and investment (74), and just edges out the online travel industry (75)."

 The top score of 91 went to the Social Security Adminstration's (SSA's) retirement estimator. You can get to that website by going to

To download a free copy of the full report, please visit To follow discussion about the report on Twitter, please visit #ACSI.

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Dan Lohrmann Chief Security Officer & Chief Strategist at Security Mentor Inc.

Daniel J. Lohrmann is an internationally recognized cybersecurity leader, technologist, keynote speaker and author.

During his distinguished career, he has served global organizations in the public and private sectors in a variety of executive leadership capacities, receiving numerous national awards including: CSO of the Year, Public Official of the Year and Computerworld Premier 100 IT Leader.
Lohrmann led Michigan government’s cybersecurity and technology infrastructure teams from May 2002 to August 2014, including enterprisewide Chief Security Officer (CSO), Chief Technology Officer (CTO) and Chief Information Security Officer (CISO) roles in Michigan.

He currently serves as the Chief Security Officer (CSO) and Chief Strategist for Security Mentor Inc. He is leading the development and implementation of Security Mentor’s industry-leading cyber training, consulting and workshops for end users, managers and executives in the public and private sectors. He has advised senior leaders at the White House, National Governors Association (NGA), National Association of State CIOs (NASCIO), U.S. Department of Homeland Security (DHS), federal, state and local government agencies, Fortune 500 companies, small businesses and nonprofit institutions.

He has more than 30 years of experience in the computer industry, beginning his career with the National Security Agency. He worked for three years in England as a senior network engineer for Lockheed Martin (formerly Loral Aerospace) and for four years as a technical director for ManTech International in a US/UK military facility.

Lohrmann is the author of two books: Virtual Integrity: Faithfully Navigating the Brave New Web and BYOD for You: The Guide to Bring Your Own Device to Work. He has been a keynote speaker at global security and technology conferences from South Africa to Dubai and from Washington, D.C., to Moscow.

He holds a master's degree in computer science (CS) from Johns Hopkins University in Baltimore, and a bachelor's degree in CS from Valparaiso University in Indiana.

Follow Lohrmann on Twitter at: @govcso

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