868 2014 868 Psc

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

2014 868 PSC.xlsx

2014 865 NIAMS - 2014 870 DoDEA

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Current Model Qsts
Current Custom Qsts
Current Custom Qsts (5-27-14)
Custom Qsts (3-1-13)


Sheet 1: Welcome and Thank You Text

Model Instance Name:








U.S. Dept of Health and Human Services Program Support Center







MID: Existing Measure - Please fill in; New Measure - DOT will fill in






Date: Fill In Date








Welcome and Thank You Text













Directions:










This welcome text is shown at the top of the questionnaire window and the thank you text at the bottom. This is a good place to mention the site/company/agency name so the visitor knows whom they are taking the survey for. Feel free to modify the standard Welcome text shown in the box below.









Examples


Welcome Text Example































Welcome Text









Thank you for visiting PSC.gov. You have been randomly selected to take part in a brief survey to let the Program Support Center know what we’re doing well and where we can improve.

Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.



























































































Thank You Text Example


















Thank You Text












Thank you for taking our survey – and for helping PSC serve you better.

Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our web site.


























































































































































































































Sheet 2: Current Model Qsts

Model Instance Name:




U.S. Dept of Health and Human Services Program Support Center



MID: Existing Measure - Please fill in; New Measure - DOT will fill in


Date: Fill In Date

Program Support Center Web Survey
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)
Satisfaction
Return (1=Very Unlikely, 10=Very Likely)

Please rate the accuracy of information on this site.
What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)

How likely are you to return to this site?

Please rate the quality of information on this site.
How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)

Recommend (1=Very Unlikely, 10=Very Likely)

Please rate the freshness of content on this site.
How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)

How likely are you to recommend this site to someone else?

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


Primary Resource (1=Very Unlikely, 10=Very Likely)

Please rate the visual appeal of this site.


How likely are you to use this site as your primary resource for obtaining information from this organization?

Please rate the balance of graphics and text on this site.




Please rate the readability of the pages on this site.




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




Please rate how well the site is organized.




Please rate the options available for navigating this site.


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

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

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

Please rate the relevance of search results on this site.




Please rate the organization of search results on this site.




Please rate how well the search results help you decide what to select.




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)




Please rate how quickly pages load on this site.




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




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





Sheet 3: Current Custom Qsts

Model Instance Name:

red & strike-through: DELETE





U.S. Dept of Health and Human Services Program Support Center

underlined & italicized: RE-ORDER





MID: Existing Measure - Please fill in; New Measure - DOT will fill in

pink: ADDITION





Date: 8/1/2011 blue + -->: REWORDING















U.S. Dept of Health and Human Services Program Support Center 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
SAC0426
Which of the following best describes why you decided to visit PSC.gov today? To find information on a service or product A Radio button, one-up vertical Single Y Skip Logic Group Visit Reason



To access the ITAS system to log or check my time








To download forms B







To find specific contact information for an employee or department








Other (please specify) C




SAC0427 B Which forms did you plan to download today?

Text area, no char limit
N Skip Logic Group OE Forms
SAC0428 C Why did you visit the Program Support Center today?

Text area, no char limit
N Skip Logic Group Other Visit Reason
SAC0429 A On which product or service were you looking for information today? (Check all that apply) Accounting
Checkbox, one-up vertical Multi Y Skip Logic Group Product/Service



Automated External Defibrillator








Board for Corrections








Child Care Subsidy Program








Customer Contact Center








Debt Collection








Departmental Forms Management








Digital Conversion and Archiving of Documents








Employee Assistance Program








Employee Child Care Centers








Environmental Health








Facilities Operations & Management








Financial Reporting








Freedom of Information Act (FOIA)








GO!card® Transit Benefits








Grant Payments








Graphic Arts








Health Clinics








Indirect Cost Negotiations








Labor and Moving








Mail Delivery








Mail Screening








McKinney-Vento Act Administration








Medical Supply








Negotiated Contracts and Simplified Acquisitions








Organizational Development and Leadership








Payroll Liaison








Personal Property Management System








Printing








Product Distribution








Property Disposal








Purchase Card Management








Real Property Strategy








Regional Support








Section 508 Compliance Testing and Remediation








Shredding








Storage








Travel Arrangements and Reimbursements








Wellness/Fitness








Work/Life Program








Other (please specify) D




SAC0430 D Other services or products:

Text area, no char limit
N Skip Logic Group Other Product/Service
SAC0431
Are you a Health & Human Services Employee? Yes
Radio button, one-up vertical Single Y Skip Logic Group HHS?



No A




SAC0432 A With which federal agency are you currently employed? Agency for International Development
Radio button, one-up vertical Single Y Skip Logic Group Federal 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) B







Do not work for a federal agency





SAC0433 B Other federal agency:

Text area, no char limit Single N Skip Logic Group Other Federal Agency
SAC0435
How often do you visit PSC.gov? This is my first visit
Radio button, one-up vertical Single Y
Visit Frequency



A few times per year








A few times per month








A few times per week








Everyday








Multiple times per day





SAC0436
Did you accomplish your goal in visiting PSC.gov today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Accomplish Goal?



No B







I did not have a specific goal in visiting PSC.gov today.





CAS0058762 B Why could you not accomplish your goal today?

Text area, no char limit
N Skip Logic Group OE_ Why not accomplish
SAC0438
What suggestions do you have about how to make PSC.gov more helpful to visitors like you?

Text area, no char limit Single N
Suggested Changes


Sheet 4: Current Custom Qsts (5-27-14)

Model Instance Name:

red & strike-through: DELETE





U.S. Dept of Health and Human Services Program Support Center

underlined & italicized: RE-ORDER





MID: Existing Measure - Please fill in; New Measure - DOT will fill in

pink: ADDITION





Date: 8/1/2011 blue + -->: REWORDING















U.S. Dept of Health and Human Services Program Support Center 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
SAC0426
Which of the following best describes why you decided to visit PSC.gov today? To find information on a service or product A Radio button, one-up vertical Single Y Skip Logic Group Visit Reason



To access the ITAS system to log or check my time








To download forms B







To find specific contact information for an employee or department








Other (please specify) C




SAC0427 B Which forms did you plan to download today?

Text area, no char limit
N Skip Logic Group OE Forms
SAC0428 C Why did you visit the Program Support Center today?

Text area, no char limit
N Skip Logic Group Other Visit Reason
SAC0429 A On which product or service were you looking for information today? (Check all that apply) Accounting
Checkbox, one-up vertical Multi Y Skip Logic Group Product/Service



Automated External Defibrillator








Board for Corrections








Child Care Subsidy Program








Customer Contact Center








Debt Collection








Departmental Forms Management








Digital Conversion and Archiving of Documents








Employee Assistance Program








Employee Child Care Centers








Environmental Health








Facilities Operations & Management








Financial Reporting








Freedom of Information Act (FOIA)








GO!card® Transit Benefits








Grant Payments








Graphic Arts








Health Clinics








Indirect Cost Negotiations








Labor and Moving








Mail Delivery








Mail Screening








McKinney-Vento Act Administration








Medical Supply








Negotiated Contracts and Simplified Acquisitions








Organizational Development and Leadership








Payroll Liaison








Personal Property Management System








Printing








Product Distribution








Property Disposal








Purchase Card Management








Real Property Strategy








Regional Support








Section 508 Compliance Testing and Remediation








Shredding








Storage








Travel Arrangements and Reimbursements








Wellness/Fitness








Work/Life Program








Other (please specify) D




SAC0430 D Other services or products:

Text area, no char limit
N Skip Logic Group Other Product/Service
SAC0431
Are you a Health & Human Services Employee? Yes
Radio button, one-up vertical Single Y Skip Logic Group HHS?



No A




SAC0432 A With which federal agency are you currently employed? Agency for International Development
Radio button, one-up vertical Single Y Skip Logic Group Federal 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) B







Do not work for a federal agency





SAC0433 B Other federal agency:

Text area, no char limit Single N Skip Logic Group Other Federal Agency
SAC0434
In which U.S. state are you based? Alabama
Drop down, select one Single Y
State



Alaska








Arkansas








Arizona








California








Colorado








Connecticut








District of Columbia








Delaware








Florida








Georgia








Hawaii








Idaho








Illinois








Indiana








Kansas








Kentucky








Louisiana








Maryland








Massachusetts








Maine








Michigan








Minnesota








Missouri








Mississippi








Montana








Nebraska








New Hampshire








New Jersey








New Mexico








Nevada








New York








North Carolina








North Dakota








Ohio








Oklahoma








Oregon








Pennsylvania








Rhode Island








South Carolina








South Dakota








Tennessee








Texas








Utah








Virginia








Vermont








West Virginia








Washington








Wisconsin








Wyoming








Outside the U.S.





SAC0435
How often do you visit PSC.gov? This is my first visit
Radio button, one-up vertical Single Y
Visit Frequency



A few times per year








A few times per month








A few times per week








Everyday








Multiple times per day





SAC0436
Did you accomplish your goal in visiting PSC.gov today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Accomplish Goal?



No B







I did not have a specific goal in visiting PSC.gov today.





SAC0437 A Which goal could you not accomplish on PSC.gov today?

Text area, no char limit Single N Skip Logic Group Goal Not accomplished

B Why could you not accomplish your goal today?

Text area, no char limit
N Skip Logic Group OE_ Why not accomplish
SAC0438
What suggestions do you have about how to make PSC.gov more helpful to visitors like you?

Text area, no char limit Single N
Suggested Changes
SAC0439
What do you plan to do next? Call someone to learn more about products and services available
Radio button, one-up vertical Single Y
Do next?



Email someone to learn more about products and services available








Call someone to order or purchase products or services available








Email someone to order or purchase products or service available








Download the PSC Service and Product Directory








I do not plan to do any of the above





SAC0440
If you could purchase products or services using this website, how likely would you be to place your order online? Very likely
Radio button, one-up vertical Single Y Skip Logic Group Likely to purchase online



Somewhat likely








Somewhat unlikely A







Very unlikely A




SAC0441 A Why would you be unlikely to order online?

Text area, no char limit
N Skip Logic Group Why unlikely to purchase online


Sheet 5: Custom Qsts (3-1-13)

SAC0429 A On which product or service were you looking for information today? (Check all that apply) SAC0429A001 Accounting Services
Checkbox, one-up vertical Multi Y Skip Logic Group Product/Service



SAC0429A002 Asset Management








SAC0429A003 Automated External Defibrillator Services








SAC0429A004 Background Investigations








SAC0429A005 Board for Corrections








SAC0429A006 Building Management








SAC0429A007 Clinical Health and Wellness Services








SAC0429A008 Compensation Services








SAC0429A009 Conference Services








SAC0429A010 Cooperative Administrative Support Units (CASUs)








SAC0429A011 Cost Allocation/Indirect Cost Negotiations









Child Care Subsidy Program









Customer Contact Center








SAC0429A012 Debt Collection








SAC0429A013 Departmental Forms Management









Digital Conversion and Archiving of Documents








SAC0429A014 Digital Fingerprinting and Special Agency Checks








SAC0429A015 Employee Assistance Program








SAC0429A016 Employee Child Care Services Centers








SAC0429A017 Environmental Health Services









Facilities Operations & Management








SAC0429A018 Financial Enterprise Systems Management








SAC0429A019 Financial Reporting








SAC0429A020 Freedom of Information Act (FOIA)









GO!card® Transit Benefits









Grant Payments








SAC0429A021 General Storage








SAC0429A022 Graphic Arts








SAC0429A023 HHS Information Hotline








SAC0429A024 HHS Travel Services








SAC0429A025 HSPD-12 (PIV) Badge Recertification








SAC0429A026 HSPD-12 Services








SAC0429A027 Human Resource Systems









Health Clinics









Indirect Cost Negotiations








SAC0429A028 IT Infrastructure and Operations Services








SAC0429A029 IT Security Services









Labor and Moving









Mail Delivery








SAC0429A030 Mail Screening









McKinney-Vento Act Administration









Medical Supply








SAC0429A031 Mail Management and Policy Branch








SAC0429A032 Medical Affairs









__>Negotiated Contracts and Simplified Acquisitions









Organizational Development and Leadership








SAC0429A033 Payroll Liaison









Personal Property Management System









Printing








SAC0429A034 ONE-DHHS Contact Center








SAC0429A035 Payment Management (Grant) Services








SAC0429A036 Payroll Accounting Services








SAC0429A037 Payroll Services








SAC0429A038 Physical Security








SAC0429A039 Printing Procurement








SAC0429A040 Product Distribution








SAC0429A041 Project Management








SAC0429A042 Property Disposal








SAC0429A043 Purchase Card Management








SAC0429A044 Real Property Strategy








SAC0429A045 Regional Support Program









Section 508 Compliance Testing and Remediation








SAC0429A046 Relocation Services








SAC0429A047 Shredding









Storage








SAC0429A048 Simplified Acquisitions








SAC0429A049 Space Acquisition








SAC0429A050 Space Alterations








SAC0429A051 Subsidized Mass Transit Tickets (Transhare and GO!card)








SAC0429A052 Supply Service Center








SAC0429A053 Telecommunications Management








SAC0429A054 Telecommunications Services








SAC0429A055 Vehicle Rental Services









Travel Arrangements and Reimbursements








SAC0429A056 Wellness/Fitness








SAC0429A057 Work/Life Services Program








SAC0429A058 Other (please specify) D




SAC0430 D Other services or products:


Text area, no char limit
N Skip Logic Group Other Product/Service
SAC0431
Are you a Health & Human Services Employee? SAC0431A001 Yes
Radio button, one-up vertical Single Y Skip Logic Group HHS?



SAC0431A002 No A




SAC0432 A With which federal agency are you currently employed? SAC0432A001 Agency for International Development
Radio button, one-up vertical Single Y Skip Logic Group Federal Agency



SAC0432A002 Department of Agriculture








SAC0432A003 Department of Commerce








SAC0432A004 Department of Defense








SAC0432A005 Department of Education








SAC0432A006 Department of Homeland Security








SAC0432A007 Department of Housing and Urban Development








SAC0432A008 Department of the Interior








SAC0432A009 Department of Justice








SAC0432A010 Department of Labor








SAC0432A011 Department of State








SAC0432A012 Department of the Interior








SAC0432A013 Department of the Treasury








SAC0432A014 Department of Transportation








SAC0432A015 Department of Veterans Affairs








SAC0432A016 Executive Office of the President








SAC0432A017 Federal Legislative Branch








SAC0432A018 General Accounting Office








SAC0432A019 General Services Administration








SAC0432A020 Independent Agencies








SAC0432A021 Judicial Branch








SAC0432A022 National Aeronautics and Space Administration








SAC0432A023 Office of Personnel Management








SAC0432A024 Peace Corps








SAC0432A025 Postal Service








SAC0432A026 Private Vendor








SAC0432A027 Quasi Official INTNL & Non Govt








SAC0432A028 Railroad Retirement Board








SAC0432A029 Securities and Exchange Commission








SAC0432A030 Other federal agency (please specify) B




SAC0433 B Other federal agency:


Text area, no char limit Single N Skip Logic Group Other Federal Agency
SAC0434
In which U.S. state are you based? SAC0434A001 Alabama
Drop down, select one Single Y
State



SAC0434A002 Alaska








SAC0434A003 Arkansas








SAC0434A004 Arizona








SAC0434A005 California








SAC0434A006 Colorado








SAC0434A007 Connecticut








SAC0434A008 District of Columbia








SAC0434A009 Delaware








SAC0434A010 Florida








SAC0434A011 Georgia








SAC0434A012 Hawaii








SAC0434A013 Idaho








SAC0434A014 Illinois








SAC0434A015 Indiana








SAC0434A016 Kansas








SAC0434A017 Kentucky








SAC0434A018 Louisiana








SAC0434A019 Maryland








SAC0434A020 Massachusetts








SAC0434A021 Maine








SAC0434A022 Michigan








SAC0434A023 Minnesota








SAC0434A024 Missouri








SAC0434A025 Mississippi








SAC0434A026 Montana








SAC0434A027 Nebraska








SAC0434A028 New Hampshire








SAC0434A029 New Jersey








SAC0434A030 New Mexico








SAC0434A031 Nevada








SAC0434A032 New York








SAC0434A033 North Carolina








SAC0434A034 North Dakota








SAC0434A035 Ohio








SAC0434A036 Oklahoma








SAC0434A037 Oregon








SAC0434A038 Pennsylvania








SAC0434A039 Rhode Island








SAC0434A040 South Carolina








SAC0434A041 South Dakota








SAC0434A042 Tennessee








SAC0434A043 Texas








SAC0434A044 Utah








SAC0434A045 Virginia








SAC0434A046 Vermont








SAC0434A047 West Virginia








SAC0434A048 Washington








SAC0434A049 Wisconsin








SAC0434A050 Wyoming








SAC0434A051 Outside the U.S.





SAC0435
How often do you visit PSC.gov? SAC0435A001 This is my first visit
Radio button, one-up vertical Single Y
Visit Frequency



SAC0435A002 A few times per year








SAC0435A003 A few times per month








SAC0435A004 A few times per week








SAC0435A005 Every day








SAC0435A006 Multiple times per day





SAC0436
Did you accomplish your goal in visiting PSC.gov today? SAC0436A001 Yes
Radio button, one-up vertical Single Y Skip Logic Group Accomplish Goal?



SAC0436A002 No A







SAC0436A003 I did not have a specific goal in visiting PSC.gov today.





SAC0437 A Which goal could you not accomplish on PSC.gov today?


Text area, no char limit Single N Skip Logic Group Goal Not accomplished
SAC0438
What suggestions do you have about how to make PSC.gov more helpful to visitors like you?


Text area, no char limit Single N
Suggested Changes
SAC0439
What do you plan to do next? SAC0439A001 Call someone to learn more about products and services available
Radio button, one-up vertical Single Y
Do next?



SAC0439A002 Email someone to learn more about products and services available








SAC0439A003 Call someone to order or purchase products or services available








SAC0439A004 Email someone to order or purchase products or service available








SAC0439A005 Download the PSC Service and Product Directory








SAC0439A006 I do not plan to do any of the above





SAC0440
If you could purchase products or services using this website, how likely would you be to place your order online? SAC0440A001 Very likely
Radio button, one-up vertical Single Y Skip Logic Group Likely to purchase online



SAC0440A002 Somewhat likely








SAC0440A003 Somewhat unlikely A







SAC0440A004 Very unlikely A




SAC0441 A Why would you be unlikely to order online?


Text area, no char limit
N Skip Logic Group Why unlikely to purchase online
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