550 DHHS PSC Offline v2 8-13-12

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Overview

Current Model Qsts
Current CQs

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Sheet 1: Current Model Qsts

Model Instance Name:
PSC Offline (Email) Measure
MID:		Existing Measure - Please fill in; New Measure - DOT will fill in
Partitioned (N)
NOTE: All non-partitioned surveys will NOT be imputed and the elements will be rotated as a default unless otherwise specified and approved by Research.
Date:		8/6/2012
PSC Offline (Email) Measure
Model questions utilize the ACSI methodology to determine scores and impacts
		ELEMENTS (drivers of satisfaction)			CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	MQ Label			MQ Label		MQ Label
		Representative(1=Poor, 10=Excellent, Don't Know)			Satisfaction		Use Again (1=Very Unlikely, 10=Very Likely)
		Thinking about the representative you who worked with you, please rate the following:
	Representative - Professionalism	Please rate the professionalism of the representative.		Satisfaction - Overall	What is your overall satisfaction with this service experience? (1=Very Dissatisfied, 10=Very Satisfied)	Use Again	How likely are you to use these services in the future?
	Representative - Knowledge	Please rate the knowledge of the representative.		Satisfaction - Expectations	How well did this service experience meet your expectations? (1=Falls Short, 10=Exceeds)		Recommend (1=Very Unlikely, 10=Very Likely)
	Representative - Courtesy	Please rate the courtesy of the representative.		Satisfaction - Ideal	How does this experience compare to your idea of an ideal service experience? (1=Not Very Close, 10=Very Close)	Recommend	How likely are you to recommend this service provider to someone else?
		Response Speed (1=Poor, 10=Excellent, Don't Know)
		Thinking about the responsiveness of service delivery, please rate the following:
	Reponses -Time	Length of time it took to get the service delivered.
	Response - Speed	The speed with which the service was completed.
	Response - Timeliness	The overall timeliness of the service delivery process.
		Service Quality (1=Poor, 10=Excellent, Don't Know)
		Thinking about the services received, please rate the following aspects of those services:
	Service - Completeness	The completeness of the services you received.
	Service - reliability	The reliability of the service delivery you received.
	Service - Quality	The quality of the services you received.

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Sheet 2: Current CQs

Model Instance Name:			red & strike-through: DELETE
PSC Offline (Email) Measure			underlined & italicized: RE-ORDER
MID: Existing Measure - Please fill in; New Measure - DOT will fill in			pink: ADDITION
Date:	3/1/2008		blue + -->: REWORDING
PSC Offline (Email) Measure 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	CQ Label
		Please select the product or service for which you would like to provide feedback today.	Acquisition Services	A	Radio button, one-up vertical	Single	Y	Skip Logic Group*	Product/Service Type
			Commissioned Corps Support Services	B
			Customer Contact Centers	C
			Financial Services	D
			Information Management Services	E
			Logistics Services	F
			Occupational Health Services	G
			Property Management Services	H
			Regional Support Services	I
			Transportation, Travel, and Telework Services	J
			Visual Media Services	K
			Administrative Offices	L
			Other, please specify	Z
	Z	What product or service would you like to provide feedback on:	open-end		Text area, no char limit		N		OE_Product/Service Type
	A	Select the acquisition service you are providing feedback on:	Negotiated Contracts		Radio button, one-up vertical				Acquisition Service Type
			Simplified Acquisitions
			Purchase Card Management
	B	Select the Commissioned Corps Support Services you are providing feedback on:	Board for Corrections (CCSS)		Radio button, one-up vertical				Commissioned Corp Support
			Commissioned Corps Systems Branch (CCSS)
			Compensation and Retirement Branch (CCSS)
			Medical Affairs Branch (CCSS)
	C	Select the customer contact center you are providing feedback on:	ONE-DHHS Contact Center		Radio button, one-up vertical				Customer Contact Center
			Payroll Services
	D	Select the financial services products you are providing feedback on:	Accounting Services		Radio button, one-up vertical				Financial Services
			Business Office
			Cost Allocation/Indirect Cost Negotiations
			Debt Collection Center Services
			Financial Reporting
			Payment Management (Grant) Services
			Payroll Accounting Services
	E	Select the information management services you are providing feedback on:	FOIA & Records Management		Radio button, one-up vertical				Information Mgt Services
	F	Select the logistics services you are providing feedback on:	Labor and Moving		Radio button, one-up vertical				Logistics Services
				Mail Operations
			Supply Service Center (Medical Supply)
			Product Distribution
			Storage
G		Select the occupational health services you are providing feedback on:	Automated External Defibrillator (AED)		Radio button, one-up vertical				Occupational Health
			Clinical Services
			Employee Assistance Program (EAP)
			Environmental Health Services
			Wellness/Fitness
			Work/Life
H		Select the property management services you are providing feedback on:	Asset Management		Radio button, one-up vertical				Property Mgt
			Building Management
			Employee Child Care Services
			Property Disposal
			Real Property Management
		Shredding Services
		Space Acquisition and Alterations
I	Select the regional support service you are providing feedback on:	Regional Support		Radio button, one-up vertical				Regional Support
	J	Select the transportation, travel and telework services you are providing feedback on:	Employee Relocation		Radio button, one-up vertical				Trans, Travel & Telework Service
			Travel Services
			Telework Strategy Solutions
			Transhare
			Vehicle Rental
	K	Select the visual media services you are providing feedback on:	Graphic Arts		Radio button, one-up vertical				Visual Media
			Departmental Forms Management
			Printing Procurement
	L	Select the administrative office you are providing feedback on:	AOS Office of the Director		Radio button, one-up vertical				Administrative Offices
			FMS Office of the Director
			FLS Office of the Director
			SAS Office of the Director
			FOH Office of the Director
			PSC Office of the Director
		Please specify who provided you with this product or service.	open end		Text area, no char limit		Y		Service Provided by
		How often do you transact with this organization or division?	This is my first experience with this organization.		Radio button, one-up vertical	Single	Y		Frequency
			Once a year or less
			A few times per year
			About once a month
			A few times per month
			About once a week
			A few times per week
			Daily or more often
			Not sure/NA
		Thinking about the entire service you have received, what did we do well and what changes can we make to improve your customer experience?	open end		Text area, no char limit		Y		Improvement
		What Agency do you work for? (If not part of a Federal Agency please select Other)	Agency for International Development			Single	Y	Skip Logic Group*	Agency
			Department of Agriculture
			Department of Commerce
			Department of Defense
			Department of Education
			Department of Homeland Security
			Department of Housing and Urban Development
			Department of the Interior
			Department of Justice
			Department of Labor
			Department of State
			Department of the Interior
			Department of the Treasury
			Department of Transportation
			Department of Veterans Affairs
			Executive Office of the President
			Federal Legislative Branch
			General Accounting Office
			General Services Administration
			Independent Agencies
			Judicial Branch
			National Aeronautics and Space Administration
			Office of Personnel Management
			Peace Corps
			Postal Service
			Private Vendor
			Quasi Official INTNL & Non Govt
			Railroad Retirement Board
			Securities and Exchange Commission
			Other federal agency (please specify)	A					OE_Other Agency
	A	Other agency:	open end		Text area, no char limit		N
		If we may contact you regarding your experience with this product or service, please provide your email address.	open end		Text area, no char limit		N		OE_Contact Yes