Informationweek: People increasingly are using online channels to access federal customer service and said that their most satisfying engagement with agencies in 2011 came when they used a website to do so, according to a survey.

A majority--67%--of Americans that responded to the MeriTalk survey said their interaction with the government was "good" or "excellent" if they used a website to perform a customer service activity, according to the Uncle Sam at Your Service study released Monday. This is compared to 52% who reported the same level of satisfaction with an in-person activity; 51% when they used email or the telephone; 26% if they used mobile applications; 25% if they used text messaging; and 24% if they used social media.

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