282 DHS New Model 282 DHS New Model 11-6-09

American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Surveys

282 DHS Questionnaire Finalized New Model 11-6-09.xls

Previously Cleared ICs from prior Generic ICR

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Suggested Model Qsts
Suggested Custom Qsts


Sheet 1: Suggested Model Qsts

Model Instance Name:




DHS Satisfaction Survey - Transparency




MID:




Date: 10/30/2009







DHS Satisfaction Survey - Transparency MODEL QUESTION LIST
Model questions utilize the ACSI methodology to determine scores and impacts

ELEMENTS (drivers of satisfaction)
CUSTOMER SATISFACTION
FUTURE BEHAVIORS







Content (1=Poor, 10=Excellent, Don't Know)


Likelihood to Return (1= Very Unlikely, 10=Very Likely)
1 Please rate your perception of the accuracy of information on this site. 24 What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
27 How likely are you to return to this site?
2 Please rate the quality of information on this site. 25 How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)

Recommend (1= Very Unlikely, 10=Very Likely)
3 Please rate the freshness of content on this site. 26 How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
28 How likely are you to recommend this site to someone else?

Functionality (1=Poor, 10=Excellent, Don't Know)


Primary Resource (1= Very Unlikely, 10=Very Likely)
4 Please rate the usefulness of the activities provided on this site.

29 How likely are you to use this site as your primary resource for homeland security information?
5 Please rate the convenience of the activities on this site .


Future Participation (1=Very Unlikely, 10=Very Likely)
6 Please rate the choices of activities on this site.

30 How likely are you to express your thoughts or ideas to this agency in the next 90 days?

Look and Feel (1=Poor, 10=Excellent, Don't Know)


Organization Satisfaction (1=Very Unlikely, 10=Very Likely)
7 Please rate the visual appeal of this site.

31 How satisfied are you with the Department of Homeland Security overall?
8 Please rate the balance of graphics and text on this site.


Trust (1=Strongly Disagree, 10=Strongly Agree)
9 Please rate the readability of the pages on this site.

32 I can count on this agency to act in my best interests.

Navigation (1=Poor, 10=Excellent, Don't Know)

33 I consider this agency to be trustworthy.
10 Please rate how well the site is organized.

34 This agency can be trusted to do what is right.
11 Please rate the options available for navigating this site.



12 Please rate how well the site layout helps you find what you are looking for.



13 Please rate the number of clicks to get where you want on this site.



Search (1=Poor, 10=Excellent, Don't Know)
14 Please rate the relevance of search results on this site.
15 Please rate the organization of search results on this site.
16 Please rate how well the search results help you decide what to select.



17 Please rate how well the search feature helps you to narrow the results to find what you want.




Site Performance (1=Poor, 10=Excellent, Don't Know)



18 Please rate how quickly pages load on this site.



19 Please rate the consistency of speed from page to page on this site.



20 Please rate the ability to load pages without getting error messages on this site.




Online Transparency (1=Poor, 10=Excellent, Don't Know)



21 Please rate how thoroughly this website discloses information about what this agency is doing.



22 Please rate how quickly agency information is made available on this website.



23 Please rate how well information about this agency's actions can be accessed by the public on this website.




Sheet 2: Suggested Custom Qsts

Model Instance Name:

red & strike-through: DELETE





DHS Satisfaction Survey - Transparency

underlined & italicized: RE-ORDER





MID:

pink: ADDITION





Date: 10/30/2009
blue + -->: REWORDING








violet (bold): SKIP-LOGIC





DHS Satisfaction Survey - Transparency CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
Special Instructions
KFB06121
How frequently do you visit this site? First time
Drop down, select one
Y




More than once a day








Daily








About once a week








About once a month








Every 6 months or less





KFB06122
What best describes your role when coming to this site? General Public
Drop down, select one
Y Skip Logic Group



First Responder








Business Stakeholder








Federal, State, Local, Tribal Partner








Department of Homeland Security Employee or Contractor








Veteran








Congressional staff/member








Media








Student / Educator








Researcher








Job Seeker








Other, please specify A




KFB06123 A What is your role when coming to this site?

Text field, <100 char
N Skip Logic Group
KFB06124
What area of the site are you primarily visiting today? Counterterrorism
Drop down, select one
Y Skip Logic Group



Border Security








Preparedness, Response and Recovery








Immigration








Unified DHS








Press Room








About Department of Homeland Security








Contact Us








Open for Business








Science and Technology








First Responders








Citizens








Careers








Government








Business








Travelers








Leadership Journal








The Blog








Other, please specify A




KFB06125 A What is the other reason you are visiting the site today?

Text field, <100 char
N Skip Logic Group
KFB06126
What is your main reason for coming to this site today? Find a form
Drop down, select one
Y Skip Logic Group



Research activities and programs








Report an incident








Find laws and regulations








Find news about the Department








Find grant information








Research training and technical assistance








Look up travel security procedures








Find information on port and border security








Find information about visiting the United States








Find information on preparing for disasters/emergencies








Research immigration benefits and information








Find contact information








Interact with the Department








Look up contract opportunities








File a complaint








Find employment








Learn about Department of Homeland Security








Other, please specify A




KFB06127 A What is the other reason you came to this site today?

Text area, no char limit
N Skip Logic Group
KFB06128
Did you find the information you were looking for? Yes
Radio button, one-up vertical
Y Skip Logic Group



No A







Partially








Still looking





KFB06129 A What specifically were you trying to find?

Text area, no char limit
N Skip Logic Group
KFB06130
Please select all of the choices that were true for you as you looked for information on the site today: I didn't have any difficulty finding information
Checkbox, one-up vertical Multi
Skip Logic Group



I know you have a particular document, but I can't find it








I wasn't sure how to look for what I wanted








I found the document I needed, but it took too long to find it








Other difficulty, please specify A




KFB06131 A What other difficulty did you have finding information?

Text area, no char limit
Y Skip Logic Group
KFB06132
Did you use the web site's search feature today? Yes C, D Radio button, one-up vertical
Y Skip Logic Group



No A




KFB06133 A Why did you not use the search feature? Prefer other method of navigation
Radio button, one-up vertical






Did not need search, found information quickly








Other, please specify B


Skip Logic Group
KFB06134 B What is the other reason you did not use the search feature?

Text area, no char limit

Skip Logic Group
KFB06135 C Did the top results answer your question? Yes
Radio button, one-up vertical

Skip Logic Group



Partially








No





KFB06136 D What type of difficulty, if any, did you encounter with the search feature? Encountered no difficulties
Radio button, one-up vertical
N Skip Logic Group



Returned too many results








Returned not enough or no results








Results were not relevant to my search terms or needs








Results were too similar/redundant








I was not sure what words to use in my search








Search required too many refinements to get what I needed








Search speed was too slow








Other, please specify E




KFB06137 E What other search difficulty did you encounter today?

Text area, no char limit



KFB06138
What, if any, navigation issues did you encounter during your visit? (select all that apply) I did not navigate to find information
Checkbox, one-up vertical

Skip Logic Group



I couldn't tell what I would get if I clicked on a document link








Navigation links are not clear / too much Jargon








Navigation categories are not clear / too much Jargon








I did not experience any navigation difficulties








Too many links or navigational choices








Some links did not take me where I expected








I was able to navigate to the general area, but could not find the specific content I needed








I experienced broken links, error messages, or other technical difficulties








Other navigational issue, please specify A




KFB06139 A What other navigational issues did you encounter?

Text area, no char limit
Y Skip Logic Group
KFB06140
What is your primary method of searching for information on this site? Search feature of the site A Drop down, select one
Y Skip Logic Group



Navigating through the web pages








Top navigation bar








Left navigation bar








Links in the pages








Site Map








Bookmarks








Internet search engine








Links from other websites








Other, please specify B




KFB06141 B What other method did you use to find information?

Text area, no char limit

Skip Logic Group
KFB06142
Which of the following social media services have you participated in during the last month? Select all that apply I do not use social media services
Checkbox, one-up vertical Multi Y Skip Logic Group



Facebook A, C







Twitter C







YouTube C







MySpace C







LinkedIn C







Second Life C







Internet Forums C







Blogs C







Other, please specify: B, C




KFB06143 B What other social media services have you used in the last month?

Text area, no char limit

Skip Logic Group
KFB06144 A How likely are you to use Facebook for information about the Department of Homeland Security? 1=Not very likely
Radio button, scale, has don't know Single Y Skip Logic Group



2








3








4








5








6








7








8








9








10=Extremely likely








Don't Know





KFB06145 C Please indicate on which social media services you have seen a Department of Homeland Security presence (i.e. materials or links). Select all that apply. I have not seen a Homeland Security presence on any social media services
Checkbox, one-up vertical Multi Y Skip Logic Group



Blogs








Facebook








MySpace








Virtual Worlds








Twitter








YouTube








Other, please specify D




KFB06146 D In which other social media services have you seen a Department of Homeland Security presence?

Text area, no char limit

Skip Logic Group
KFB06147
Do you use your mobile phone to access Web Information? Yes A Radio button, one-up vertical
Y Skip Logic Group



No





KFB06148 A Would you use your moblie phone to access homeland security information? Yes
Radio button, one-up vertical

Skip Logic Group



No





KFB06149
Please select your age range. 17 or under
Radio button, one-up vertical Single Y




18-24








25-34








35-44








45-54








55-64








65 or older








Prefer not to answer





KFB06150
If you can make one improvement to this site, what would it be?

Text area, no char limit
n

KFB06151
Do you have any other comments about this site?

Text area, no char limit
n

KFB06152
Other feedback about the Department--please do not include any personally identifiable information

Text area, no char limit
N

File Typeapplication/vnd.ms-excel
File TitleQuestionnaire Production Guidelines_Template
AuthorProfessional Services
Last Modified Bysgrow
File Modified2009-11-09
File Created2001-08-03

© 2024 OMB.report | Privacy Policy