524 2013 524 FinCEN Portal_Query

FinCEN Portal/FinCEN Query FINAL VERSION

FinCEN Portal and FinCEN Query

Performance Measure Survey FY 2013

Introduction

The Financial Crimes Enforcement Network (often referred to as FinCEN) is committed to serving and satisfying their customers. FinCEN records indicate that your organization is authorized to access Bank Secrecy Act data by logging onto FinCEN’s Portal and then linking to the FinCEN Query. We want to ask for feedback regarding your satisfaction with both the FinCEN Portal and FinCEN Query application.

The survey will take approximately 8 to 10 minutes to complete. Your answers are voluntary, but your opinions are very important. Your responses will remain anonymous and will only be reported in aggregate. If at any time you do not feel comfortable answering a question, you may choose not to answer. This interview is authorized by Office of Management and Budget Control No. 1090-0007 which expires on March 31, 2015.

Demographics/Usage

Q1a. Please indicate your organization (Open-end)

Q1b. Which of the following best describes your organization? (Select one)

1. Federal Law Enforcement Agency

2. Federal Regulator

3. State/local Law Enforcement

4. State/local regulator

5. Other (specify)

FinCEN Portal Usability

Q2. How long have you been using the FinCEN Portal? (Select one)

1. Less than one month

2. More than one month but less than six months

3. Six months or longer

Q3. Which best describes how frequently you log into the FinCEN Portal (Select one)

1. At least once a day

2. A few times a week

3. Once a week

4. Once a month

5. Once every few months

6. Every six months

Q4. What FinCEN Tools have you accessed on the FinCEN Portal? (Select all that apply)

1. FinCEN Query

2. User Reports

3. Secure Mail

4. Knowledge Library

5. Commercial Database

6. Training/Help

7. Manage My Account

Q5. What suggestions do you have for improving any of these FinCEN Tools? (Open ended)

On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate FinCEN’s Portal on the following. If a question does not apply, please select “N/A.”

Q6. Ease of use

Q7. Ease of accessing information

Q8. Usefulness of Critical Announcements

Q9. Usefulness of “What’s Happening”

Q10. Using a 10-point scale where “1” means “Very dissatisfied” and “10” means “Very satisfied,” how satisfied are you with the FinCEN Portal?

Q11. What suggestions do you have for improving FinCEN’s Portal? (Open-ended)

FinCEN Query Usability

Q12. How long have you been using the FinCEN Query? (Select one)

1. Less than one month

2. More than one month but less than six months

3. Six months or longer

4. Never used FinCEN Query (TERMINATE SURVEY)

Q13. Which best describes how frequently you log into the FinCEN Query (Select one)

1. At least once a day

2. A few times a week

3. Once a week

4. Once a month

5. Once every few months

6. Every six months

The following questions ask about FinCEN Query. On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate FinCEN Query on the following.

Q14. Search Capabilities

Q15. Ease of use

Q16. Query response time

Several training components have been developed to help users with the FinCEN Query Tool. On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the usefulness of each FinCEN Query Training Tool you have used. If you have not used one of the tools listed, select N/A.

Q17. Web-Based Training

Q18. Job Aids

Q19. Online Help Training

Q20. FinCEN Query Quick Reference Guide

Q21. FinCEN Query User Manual

Q22. What suggestions do you have for improving FinCEN Query? (Open-ended)

Value/Impact of BSA Data

On a scale from “1” to “10,” where “1” is “not at all useful” and “10” is “very useful,” please rate the value of the BSA data you access in FinCEN Query with respect to the following.

If a choice does not apply to you, please indicate N/A:

Q23. Providing information previously unknown

Q24. Supplementing or expanding known information

Q25. Verifying existing information

Q26. Helping you identify new leads

Q27. Opening a new investigation or examination

Q28. Supporting existing investigation or examination

Q29. Providing information for investigative or examination report

User Support

On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate FinCEN’s Application Help Desk Support on the following.

Q30. Courtesy of representative

Q31. Knowledge of the representative

Q32. Timeliness of response

Q33. Ability to resolve your problem/issue

Networking

(Only ask Q34 Law enforcement users – responses 1 or 3 from DemoQ1b).

FinCEN has a program to notify FinCEN Query users or requesters when the names and identifiers of subjects queried, are matched to another query or FinCEN case from another law enforcement agency. This program is called Networking and is designed to ‘de-conflict’ cases where multiple agencies are investigating common subjects.

Q34. Has FinCEN ever networked any of your cases to another agency?

1. Yes

2. No

(IF Q34=1 YES ASK Q35)

Q35. On a scale from “1” to “10” where “1” is “not at all useful” and “10” is “very useful,” please rate the value of FinCEN’s Networking Program.

(IF Q34=2 NO ASK Q36)

Q36.On a scale from “1” to “10” where “1” is “not at all useful” and “10” is “very useful,” please rate the perceived value of FinCEN’s Networking Program.

CSI Benchmark Questions

Now we are going to ask you to consider your experiences using FinCEN Query with respect to the following:

Q37. First, consider your experiences in accessing BSA data in FinCEN Query. Using a 10-point scale where “1” means “Very dissatisfied” and “10” means “Very satisfied,” how satisfied are you with FinCEN Query?

Q38. To what extent does FinCEN Query meet your expectations? Please use a 10-point scale where "1" now means "Falls short of your expectations" and "10" means, "Exceeds your expectations."

Q39. Imagine the ideal BSA data retrieval and sharing system. How well does FinCEN Query compare with that ideal? Please use a 10-point scale where "1" means "Not very close to the ideal" and "10" means "Very close to the ideal."

Closing

On behalf of FinCEN, thank you for your time and participation today. Your feedback is greatly appreciated.

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