1660-0036 Changees to Internet Inquiry

FEMA Form 007-0-19

Internet Inquiry Survey

CURRENT LOCATION	CURRENT/OLDREVISED TEXT	REVISED TEXT
	FF90-151 Internet Inquiry Survey	FEMA Form 007-0-19 Internet Inquiry Survey
Pg 2 #1 No Change	1. Which of the following websites did you use to access your disaster assistance application? a) DisasterAssistance.gov b) FEMA.gov	1. Which of the following websites did you use to access your disaster assistance application? a) DisasterAssistance.gov b) FEMA.gov
Pg 2 #1a No Change	1a. How did you find out about that website? Newspaper Radio Community Group Television Flyer Friend or Family Disaster Worker Internet Search g) Other	1a. How did you find out about that website? Newspaper Radio Community Group Television Flyer Friend or Family Disaster Worker Internet Search Other
Pg 2 #2 No Change	2. You were offered an option to take an anonymous Pre-Screening Questionnaire. Did you take the questionnaire? Yes No Don’t Remember	2. You were offered an option to take an anonymous Pre-Screening Questionnaire. Did you take the questionnaire? Yes No Don’t Remember
Pg 2 #2a No Change	2a. This series of questions relate only to that questionnaire. How would you rate the questions on being easy to understand? Extremely Easy Very Easy Easy Not Very Easy Not at all Easy No Opinion	2a. This series of questions relate only to that questionnaire. How would you rate the questions on being easy to understand? Extremely Easy Very Easy Easy Not Very Easy Not at all Easy No Opinion
Pg 3, #2b No Change	2b. After completing the questionnaire you may have received information about other agencies. How helpful was that information? Extremely Helpful Very Helpful Helpful Not Very Helpful Not at all Helpful No Opinion	2b. After completing the questionnaire you may have received information about other agencies. How helpful was that information? Extremely Helpful Very Helpful Helpful Not Very Helpful Not at all Helpful No Opinion
Pg 3 #2c No Change	2c. How could the information have been more helpful? More concise information More detailed information Provide contact phone number Provide web address Make less complicated Other (Specify)	2c. How could the information have been more helpful? More concise information More detailed information Provide contact phone number Provide web address Make less complicated Other (Specify)
Page 4 #3 No Change	3. The website provided the ability to browse information by category or by agency. How helpful was it to browse by:	3. The website provided the ability to browse information by category or by agency. How helpful was it to browse by:
Page 4 #3a No Change	3a. Category? Extremely Helpful Very Helpful Helpful Not Very Helpful Not at all Helpful Did not use this method No Opinion	3a. Category? Extremely Helpful Very Helpful Helpful Not Very Helpful Not at all Helpful Did not use this method No Opinion
Page 4 #3b No Change	3b. What about by Agency? Extremely Helpful Very Helpful Helpful Not Very Helpful Not at all Helpful No Opinion	3b. What about by Agency? Extremely Helpful Very Helpful Helpful Not Very Helpful Not at all Helpful No Opinion
Pg 5 #4 No Change	4. Overall, how would you rate this website for obtaining disaster assistance information? Would you say it was: Excellent Good Satisfactory Below Average Poor No Opinion	4. Overall, how would you rate this website for obtaining disaster assistance information? Would you say it was: Excellent Good Satisfactory Below Average Poor No Opinion
Pg 5 #4a No Change	4a. Tell me a little about your reasons for that rating. Difficulty navigating the screens Questions hard to understand Response option hard to understand Referrals were too lengthy Referrals were hard to understand No contact phone numbers on referrals No web address / link on referrals Technical problems Other (Specify)	4a. Tell me a little about your reasons for that rating. Difficulty navigating the screens Questions hard to understand Response option hard to understand Referrals were too lengthy Referrals were hard to understand No contact phone numbers on referrals No web address / link on referrals Technical problems Other (Specify)
Pg 6 #5 No Change	5. For the next questions please think only about your experience in using the internet to view or change your disaster assistance application. Overall, how would you rate that experience? Would you say it was: Excellent Good Satisfactory Below Average Poor No Opinion	5. For the next questions please think only about your experience in using the internet to view or change your disaster assistance application. Overall, how would you rate that experience? Would you say it was: Excellent Good Satisfactory Below Average Poor No Opinion
Pg 6 #5a In the Options - One word changed	5a. Tell me a little about your reasons for that rating. System was difficult to use Took too long to view/edit information Technical problems Instructions were hard to understand Help Page information was not clear Did not provide information needed	5a. Tell me a little about your reasons for that rating. Screen was difficult to use Took too long to view/edit information Technical problems Instructions were hard to understand Help Page information was not clear Did not provide information needed
Pg 7 #6 No Change	6. Each screen included a "Help for this Page" button to assist you in filling out your application. Would you say the help information was: Excellent Good Satisfactory Below Average Poor Did not Use	6. Each screen included a "Help for this Page" button to assist you in filling out your application. Would you say the help information was: Excellent Good Satisfactory Below Average Poor Did not Use
Pg 7 #6a No Change	6a. In what way was the help information below average or poor? Information was too complicated Did not understand the terms used Not enough information provided Other (Specify)	6a. In what way was the help information below average or poor? Information was too complicated Did not understand the terms used Not enough information provided Other (Specify)
Pg 8 #7 No Change	7. The Application Overview screen provided a summary of the categories of assistance, status of your Claim, date approved and eligible amount. How would you rate this section on providing needed information? Excellent Good Satisfactory Below Average Poor No Opinion	7. The Application Overview screen provided a summary of the categories of assistance, status of your Claim, date approved and eligible amount. How would you rate this section on providing needed information? Excellent Good Satisfactory Below Average Poor No Opinion
Pg 8 #7a No Change	7a. What were your reasons for this rating? Did not understand Category Information Did not understand Status Information Not enough details provided Help instructions not clear Other (Specify)	7a. What were your reasons for this rating? Did not understand Category Information Did not understand Status Information Not enough details provided Help instructions not clear Other (Specify)
Pg 9 #8 Separated Options	8. The Correspondence screen summarized correspondence sent from FEMA as well as letters and faxes you sent to FEMA. How would you rate this section? Would you say that information was: Excellent Good Satisfactory Below Average Poor Didn/t use /No Opinion	8. The Correspondence screen summarized correspondence sent from FEMA as well as letters and faxes you sent to FEMA. How would you rate this section? Would you say that information was: Excellent Good Satisfactory Below Average Poor Did not Use No Opinion
Pg 9 #8a Two Options split out	8a. In what way was the correspondence information below average or poor? Items requested by FEMA were difficult to understand Items I sent to FEMA were not listed as received Summary of letter was difficult to understand Help instructions not clear Other (Specify)	8a. In what way was the correspondence information below average or poor? Items requested by FEMA were difficult to understand Items I sent to FEMA were not listed as received Summary of letter was difficult to understand Help instructions not clear Other (Specify)
Pg 10 #9 Separated Options	9. The Agency screen provided contact information for other agencies or organizations that may be able to assist you. Would you say that information provided was: Excellent Good Satisfactory Below Average or Poor Didn’t Use / No Opinion	9. The Agency screen provided contact information for other agencies or organizations that may be able to assist you. Would you say that information provided was: Excellent Good Satisfactory Below Average or Poor Didn’t Use No Opinion
Pg 10 #9a No Change	9a. In what way was the information Below Average or Poor? Descriptions of agency services was difficult to understand Agency contact information was incomplete No agency found for assistance needed Help instructions not clear Other (Specify)	9a. In what way was the information Below Average or Poor? Descriptions of agency services was difficult to understand Agency contact information was incomplete No agency found for assistance needed Help instructions not clear Other (Specify)
Pg 11 #10 One word in the question changed	10. Did you use the website's Technical Support services such as e-mailing or calling the 800 number about a technical problem? Yes No	10. Did you call the website's Technical Support 800 number about a technical problem? Yes No
Pg 11 #10a Deleted	10a. Which contact method did you use? e-mail 800 number both	Deleted
Pg 11 #10b No Change	10b. Thinking only about your communications with Technical Support, how would rate the service you received? Would you say it was? Excellent Good Satisfactory Below Average Poor No Opinion	10b. Thinking only about your communication with Technical Support, how would rate the service you received? Would you say it was? Excellent Good Satisfactory Below Average Poor No Opinion
Pg 12 #10c Removed options	10c. In what way was the support Below Average or Poor? 800 Number Tech did not answer question Took too long to get through to 800 Number 800 Number gave incorrect info 800 Number Poor customer Service e-mail response did not answer question Took too long to get e-mail response e-mail gave incorrect information Other (Specify)	10c. In what way was the support Below Average or Poor? 800 Number Tech did not answer question Took too long to get through to 800 Number 800 Number gave incorrect info 800 Number Poor customer Service Other (Specify)
Pg 12 #11 No Change	11. If you need to check on your FEMA application again, how likely would you be to use the internet? Would you: Definitely use Probably Use Might or Might Not use Probably would Not use Definitely would Not use No Opinion	11. If you need to check on your FEMA application again, how likely would you be to use the internet? Would you: Definitely use Probably Use Might or Might Not use Probably would Not use Definitely would Not use No Opinion
Pg 13 #11a No Change	11a. What changes are needed to increase the likelihood? (Specify)	11a. What changes are needed to increase the likelihood? (Specify)
Pg 13 Q#13 No Change	12. Would you recommend the site to a friend or family member? Yes No Don't Know	12. Would you recommend the site to a friend or family member? Yes No Don't Know
Pg 13 #13 No Change	13. All right, I have only one more question. FEMA is very interested in the quality of service we provide. May we call you at a later date if we have additional questions? Yes No	13. All right, I have only one more question. FEMA is very interested in the quality of service we provide. May we call you at a later date if we have additional questions? Yes No
	Thank you very much for your time. Have a good day/evening.	Thank you very much for your time. Have a good day/evening.

FF90-151 Internet Inquiry Survey - Change Request 5