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Press Releases: Internal Efficiency & Effectiveness

March 19, 2004

OPM USAJOBS® Web Site Scores Comparable with Commercial Sites on National Customer Satisfaction Survey

OPM USAJOBS site goes the extra mile to satisfy customers and comparable to commercial web site counterparts, according to University of Michigan Quarterly American Customer Satisfaction Index (ACSI) study.

WASHINGTON D.C. -The U.S. Office of Personnel Management (OPM) USAJOBS web site continues to gain national recognition for outstanding service to its customers. With over 45 million visits logged and 419,903 new resumes created by job seekers since its launch in August of 2003, the government web site rated higher than commercial sites on the University of Michigan’s recent American Consumer Satisfaction Index (ACSI) study, a quarterly customer satisfaction survey that rates 44 E-Government sites in four categories. The popular USAJOBS web site scored 73 out of 100 on the ACSI study for the first quarter of Fiscal Year 2004 which ended February 5, 2004, five points higher than its score in the final quarter of FY 2003.

”This is a great victory for USAJOBS and the Federal job seeker,“ OPM Director Kay Coles James said. ”We are removing obstacles and barriers between the applicant and Federal opportunities by streamlining and fixing the hiring process. We are honored that our success in creating a user-friendly web site has received accolades from a reputable survey like the ACSI.“

The USAJOBS web site continues to show significant improvement since its impressive score of 73 out of 100 during the first quarter of Fiscal Year 2004, with an average score of 75 on the index. The web site is competitive with commercial sites of comparable scope and size.

”To improve a full five points in just three months is impressive,“ said Larry Freed, CEO of Web-site satisfaction consulting firm ForeSee Results, one of the study’s partners, ”Their (OPM’s ) score now is comparable to similar private-sector sites we have analyzed. The OPM staff has clearly taken their site visitors’ information to heart and made great strides forward in a very short period of time.“

In addition to the improved graphics, search pages, and site maps, USAJOBS program managers continually go the extra mile to further guarantee user satisfaction, according to OPM Director Kay Coles James.

The USAJOBS web site ( is one of many initiatives developed to attract the best and brightest to the Federal work force. Part of President Bush’s Management Agenda E-Government initiative - Recruitment One-Stop - USAJOBS consolidates Federal job listings in one place, allowing users to spend more time applying for jobs rather than just trying to locate them.

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