2120-0699 2011 B

2120-0699 2011 B.doc

SWIFT Customer Satisfaction Survey

OMB: 2120-0699

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B. Statistical Methods


1. Describe the potential respondent universe.

This collection will be available to any U.S. Citizen seeking employment with the FAA. The past response rate based on the previous 5 years of collection indicate a rate of 175,000 applicants annually, of which 30% (52,500) participate in the survey.


2. Describe the procedures for the collection of information.

The collection is voluntary and does not require applicants to respond.


Applicants choosing to participate in the collection are asked ‘Is this the first time that you have applied for a Vacancy Announcement using the _______ system?’ and will be provided the options of ‘Yes’ or ‘No’.


Applicants will then see the set of statements below. They will be asked to give their level of agreement with each statement by selecting one of the following six choices: strongly disagree, disagree, neither, agree, strongly agree, no basis to judge. For each question, the applicant may include additional information in a text area.


Applicant Statements:

    1. I was able to navigate around the web site with no difficulty.

    2. I was able to successfully complete and submit my application with no difficulty.

    3. I found it easier to enter my employment information on-line compared to completing a paper form.

    4. I like being able to apply on-line.

    5. Overall, my experience using this automated staffing solution was positive.


Applicants will also be given the opportunity to add additional comments.


Negative responses of strongly disagree and disagree are evaluated to determine if additional comments explaining the rating were provided. In addition, responses of strongly agree and agree are evaluated to determine if a similar or greater amount of positive responses are in opposition to the negative responses.


Negative responses that are not out-weighed by positive responses are evaluated for system improvement.


3. Describe methods to maximize response rates.

All applicants are provided the opportunity to participate in the collection each time they apply for a position, however, it is noted that it is voluntary and has no bearing on their consideration for employment.


4. Describe tests of procedures and methods to be undertaken.

No test of procedures or methods is to be undertaken


5. Provide the names of consultants and the person who will collect and analyze the information.

James Goelz, SWIFT/AVIATOR Program Manager, FAA, 405-954-4974

Steve Michalicka, SWIFT/AVIATOR Technical Lead, FAA, 405-954-0801

Toni Main-Valentin, Management and Program Analyst, FAA, 405-954-0870

File Typeapplication/msword
AuthorTaylor CTR Dahl
Last Modified ByTaylor CTR Dahl
File Modified2011-06-01
File Created2011-06-01

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