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pdfDepartment of Homeland Security
Federal Emergency Management Agency
Public Assistance Customer Satisfaction Survey
“OMB Control Number: “
“Expiration Date: “
PAPERWORK BURDEN DISCLOSURE NOTICE
Public reporting burden for this data collection is estimated to average 20 minutes per response. The burden estimate
includes the time for reviewing instructions, searching existing data sources, gathering and maintaining the data
needed, and completing and submitting this survey. You are not required to respond to this collection of information
unless a valid OMB control number is displayed. Send comments regarding the accuracy of the burden estimate and
any suggestions for reducing the burden to: Records Management Division, Information Collections Management,
Department of Homeland Security, Federal Emergency Management Agency, 500 C Street, SW, Washington, DC
20472, (Paperwork Reduction Project 1660-NEW32) NOTE: Do not send your completed form to this address.
FEMA PUBLIC ASSISTANCE
CUSTOMER SATISFACTION SURVEY
Please answer the following questions about your
experience with the Federal Emergency Management
Agency (FEMA) Public Assistance Program. Please mark
the appropriate boxes clearly. Your answers will help to
improve FEMA’s response in future disasters.
If you cannot answer this questionnaire, please pass this
questionnaire on to the appropriate person in your
office.
3.
4.
GENERAL QUESTIONS
The following questions ask for general information
about your background.
1.
Type (flood, tornado, etc.)
5.
State involved
2.
What is your organization type and your position?
State Grantee
State Director
Governor’s Authorized Representative (GAR)
Alternate GAR
Public Assistance Officer (PAO)
Deputy PAO
State Coordinating Officer (SCO)
Assistant SCO
Other
Tribal Grantee
Subgrantee
Local government
State subgrantee
Special district
Private non-profit
Indian tribe/tribal organization/native village
Other
FF 90-152
6.
All of the time
Most of the time
Half of the time
Some of the time
Never
Not applicable, did not apply for small projects.
Overall, how satisfied are you with the Public
Assistance Program?
Disaster number, if known
Not applicable, state grantee
All large projects (over $59,700 in FY 2007)
All small projects ($57,500 and under)
More large than small projects
More small than large projects
Equal number of large and small projects
If you applied for all large projects, please mark “not
applicable” and go to question 5. Applicants have
the option of writing their own Project Worksheet(s)
for small projects. For the small projects for which
you applied, did you choose to write your own
Project Worksheet(s):
What was the disaster type, declaration date, State
involved, and disaster number of your most recent
disaster where FEMA provided assistance?
Date declared (month, year)
For what type(s) of project(s) did you apply?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Overall, how satisfied are you with the Public
Assistance process?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Page 1 of 4
Department of Homeland Security
Federal Emergency Management Agency
Public Assistance Customer Satisfaction Survey
INFORMATION
The following questions pertain to your initial contact
with FEMA.
7.
How satisfied were you with the published information
FEMA provided on the Public Assistance Program
(e.g., documents on FEMA’s website, documents
received at the Kickoff Meeting, etc.)?
8.
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
How satisfied were you with staff’s communication
of information?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Never dealt with staff
11. The field staff that conducted the site visit(s) were
competent and understood the types of damage they
were assessing:
How satisfied were you with the information FEMA
provided you concerning the availability of Public
Assistance mitigation funding?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Did not receive any information on mitigation
PERSONAL INTERACTION AND CUSTOMER
SERVICE
The following questions concern your interactions with
staff.
10. The field staff understood the eligibility requirements:
All of the time
Most of the time
More than half of the time
Less than half the time
Some of the time
Never
Do not know
All of the time
Most of the time
More than half of the time
Less than half the time
Some of the time
Never
Do not know
Not applicable – No site visit(s) necessary because
always wrote own Project Worksheet(s)
Not applicable – Site visit(s) not yet conducted
12. The field staff that conducted the site visit(s) understood
the local conditions that could influence the rebuilding
process.
9.
“OMB Control Number: “
“Expiration Date: “
Strongly agree
Agree
Slightly agree
Slightly disagree
Disagree
Strongly disagree
Do not know
Not applicable – No site visit(s) necessary because
always wrote own Project Worksheet(s)
Not applicable – Site visit(s) not yet conducted
13. How reliable were the decisions and information you
received from staff?
Very reliable
Reliable
Slightly reliable
Slightly unreliable
Unreliable
Very unreliable
Do not know
14. Was staff turnover a problem?
Yes
No
Do not know
15. Overall, how satisfied were you with the customer
service provided by staff?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
16. Overall, how satisfied were you with the responsiveness
provided by staff?
FF 90-152
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Page 2 of 4
Department of Homeland Security
Federal Emergency Management Agency
Public Assistance Customer Satisfaction Survey
“OMB Control Number: “
“Expiration Date: “
PROJECT WORKSHEET PROCESS
The following questions relate to the Project Worksheet
process. *
* NOTE: Not all questions may apply to you. Some
questions ask about very specific Project Worksheet
activities. Please mark “not applicable,” where
appropriate.
17. Overall, how satisfied were you with the Project
Worksheet process?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
18. a. Did you receive Public Assistance mitigation funding?
Yes, received funding
No, applied for but did not receive funding
(Please skip to Question 19)
Do not know (Please skip to Question 19)
Not applicable – Did not apply for funding
(Please skip to Question 19)
b. If you answered “yes” to Question 18a, how satisfied
were you with the amount of Public Assistance
mitigation funding you received?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Do not know
21. If FEMA identified damage repair cost estimates, how
satisfied were you with these estimates?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Do not know
Cost estimates not yet completed
Not applicable – Always wrote own Project
Worksheet(s)
22. If you wrote your own Project Worksheet(s), how
satisfied were you with completing your Project
Worksheet(s) in terms of its complexity, your time
invested, and the availability of necessary information?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Not applicable – Did not write any Project
Worksheets
23. If you had any small projects, and you chose not to
write your own Project Worksheet(s), please briefly
explain why you asked FEMA to write your Project
Worksheet(s).
19. If FEMA conducted a site visit, FEMA conducted the
Project Worksheet site visit(s):
Too soon after the disaster
At the right time
Too late to be helpful
Do not know
Site visit(s) not yet conducted
Not applicable – No site visit(s) necessary because
always wrote own Project Worksheet(s)
20. If FEMA developed the scope(s) of work, how satisfied
were you with their development?
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Do not know
Not applicable – Always wrote own Project
Worksheet(s)
FF 90-152
Page 3 of 4
Department of Homeland Security
Federal Emergency Management Agency
Public Assistance Customer Satisfaction Survey
“OMB Control Number: “
“Expiration Date: “
PROGRAM RESULTS
C. Project Worksheet review
The following questions pertain to the overall results of
the Public Assistance Program.
24. How satisfied were you with FEMA’s timeliness:
A.
B.
C.
D.
Overall:
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
In relation to providing information:
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
Very reasonable
Reasonable
Slightly reasonable
Slightly unreasonable
Unreasonable
Very unreasonable
D. Payment of claims
Very reasonable
Reasonable
Slightly reasonable
Slightly unreasonable
Unreasonable
Very unreasonable
26. Is there anything you would have liked FEMA to have
done differently during this disaster recovery?
In relation to making eligibility decisions:
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
In relation to providing funds:
Very satisfied
Satisfied
Slightly satisfied
Slightly dissatisfied
Dissatisfied
Very dissatisfied
25. How reasonable were administrative requirements
for the following?
A.
Overall program
Very reasonable
Reasonable
Slightly reasonable
Slightly unreasonable
Unreasonable
Very unreasonable
27. Please provide any additional comments or suggestions
regarding the Public Assistance Program.
B. Pre-disaster documentation
Very reasonable
Reasonable
Slightly reasonable
Slightly unreasonable
Unreasonable
Very unreasonable
FF 90-152
Page 4 of 4
| File Type | application/pdf |
| File Title | Microsoft Word - PA Survey Instrument 060508.doc |
| Author | william.kaschak |
| File Modified | 2008-07-14 |
| File Created | 2008-07-14 |