December 11, 2012
By Noelle Knell
According to the E-Government Satisfaction Index, conducted by consumer analytics firm ForeSee, three out of four citizens prefer to deal with their government online, as opposed to in person. Several federal agencies actually outrank well known private-sector e-retailers like Amazon on consumer satisfaction with online transactions. “By any measure, many government agencies are now outpacing their private-sector rivals, which is a development that very few thought likely,” the report concluded.
Those are the kinds of results Hawaii CIO Sanjeev “Sonny” Bhagowalia hopes to bring to the state by implementing his “online versus in line” vision for service delivery. Named the state’s first CIO in summer 2011, he brings a resumé that includes 14 years at Boeing, as well as key roles in the federal government, most recently leading e-government programs for the General Services Administration.