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Press Releases: Government to Citizen

December 20, 2006

GSA’s Citizen Satisfaction Scores Climb

Washington D.C. - The U.S. General Services Administration’s (GSA) citizen satisfaction scores, as reported in the 4th quarter 2006 release of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index, reflect an overall increase and steady climb in customer satisfaction with its websites, GSA announced today.

"This is a story of progress. Each added point strengthens GSA’s ability to respond to its customers faster and better. Our services, resources and information we provide have to keep pace with the information age. GSA’s 10 websites, including the high-scoring Federal Citizen Information Center’s and the website are to be congratulated for the proud showing in this quarter’s ACSI report. It’s a testament to our sustained effort to become more citizen-centric," said GSA Administrator Lurita Doan.

The report classified GSA’s Federal Citizen Information Center website,, one of the 18 "Top Performer" sites, a distinction reserved for sites earning scores of 80 and above.

GSA’s main website,, received special reference in the report for a significant customer satisfaction score increase, both in quarter-to-quarter, and year-to-year comparisons. The report noted that the website’s increased score was due in large part to successful changes to different aspects of the site, including events, the staff directory, the forms library and the advanced search function.

In addition, the report noted commendable 4th quarter customer satisfaction score increases earned by GSA’s e-Library site,, and the GSA Global Supply site,

Since 1999, the federal government utilizes the American Customer Satisfaction Index (ACSI) as the standard metric for measuring citizen satisfaction.

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