USA Services Performance Measures - Summary View
USA Services helps to make the government more citizen-centric by providing citizens with easy access to accurate, consistent, and timely government information.
There are 300 million US citizens; 32 high impact organizations receive 90% of all citizen inquiries.
| Metric Name | Measure | Measure Period | FY08 Target | Description/Context |
|---|---|---|---|---|
| % of organizations that have working agreements with USA Services | 100% | As of 12/07 | 100% | All 32 high impact organizations have working agreements with USA Services. There is a total of 40 working agreements with agencies, bureaus and government organizations. |
| # of organizations with working agreements using FirstContact and Citizen Infrastructure Task Orders | 18 task orders | As of 12/07 | 5 new | 5 out of 32 high impact organizations have used contact center services/solutions and web hosting services and support issued by USA Services. There is a total of 17 FirstContact and Citizen Infrastructure Task Orders providing organizations with efficient and effective access to call center services. |
| # of USA Services inquiries handled by telephone | 1,994,943 | FY08 as of 12/31/07 | 21,565,000 | The number of touchpoints handled by telephone. |
| # of USA Services inquiries handled by email and web chat | 1,804,547 | FY08 as of 12/31/07 | 5,375,000 | The number of touchpoints handled by e-mail and web chat. |
| # of USA Services inquiries handled by publications | 5,732,202 | FY08 as of 12/31/07 | 30,100,000 | The number of touchpoints handled by publications. |
| # of USA Services inquiries handled by visits to FirstGov.gov and other websites | 35,143,320 | FY08 as of 12/31/07 | 153,795,000 | The number of touchpoints handled by visits to USA.gov and other websites. |
| Agency customer satisfaction on FirstContact contact center services/solutions | 94% | As of 10/07 | 85% | This rating is based on a USA Services-issued survey on a scale of 0-100. The current target is 85%. A stretch goal of 95% is being established for this measure. |
| Customer satisfaction with government websites | 74 | As of 10/07 | 75 | Customer satisfaction is measured on a scale of 0-100 using the American Customer Satisfaction Index (ACSI). This is an aggregate ACSI score of ALL federal websites. |
| Cost per Citizen Touchpoint | $0.21 | As of 10/07 | $0.26 | Overall USA Services funding divided by the number of Touchpoints to derive a unit cost per Touchpoint. This is measured annually via Program Assessment Rating Tool (PART). |
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