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).|