Form 2120-0611 Associate Administrator for Commercial Space Transportat

Paperwork Reduction Act Statement
OMB No.: 2120-0611
Expiration Date: 11/30/2013
A federal agency may not conduct or sponsor, and a person is not required to respond to, nor shall a person be
subject to a penalty for failure to comply with a collection of information subject to the requirements of the Paperwork
Reduction Act unless that collection of information displays a currently valid OMB Control Number. The OMB
Control Number for this information collection is 2120-0611. Public reporting for this collection of information is
estimated to be approximately 1 hour per response, including the time for reviewing instructions, searching existing
data sources, gathering and maintaining the data needed, completing and reviewing the collection of information. All
responses to this collection of information are voluntary and there are no questions of a sensitive nature. Send
comments regarding this burden estimate or any other aspect of this collection of information, including suggestions
for reducing this burden to the FAA at: 800 Independence Ave. SW, Washington, DC 20591, Attn: Information
Collection Clearance Officer, AES-200.

FEDERAL AVIATION ADMINISTRATION
ASSOCIATE ADMINISTRATOR FOR COMMERCIAL SPACE TRANSPORTATION
CUSTOMER SERVICE SURVEY
Purpose: As part of its commitment to outstanding Customer Service, the FAA Office of
Commercial Space Transportation (AST) wants to provide its customers with the best possible
support. Our goal is to improve our organization’s policies and procedures in response to
customer suggestions. Please take time out of your busy schedule to provide feedback to our
office that can help us improve our support of you and the FAA. Participation is voluntary and
no individual will be identified.
Part I: Overall Services: How would you rate our services in the following areas?
Instructions: Please rate the following services by writing in the number that corresponds
closest to your answer using the rating key below.
Key: Excellent = 5, Very Good = 4, Satisfactory = 3, Poor =2, Very Poor = 1
Part I: Overall Services
AST SERVICES
1. Providing accurate information about FAA/AST programs and policies.
2. Providing access to AST publications and information via the AST World Wide Web
Site.
3. Providing technical reference materials and technical assistance to assist in the
preparation of commercial space operations license applications (including reentry
operations and site operators licensing).
4. Ensuring that U.S. commercial launch industry requirements are taken into account in the
development of space-related Federal policies and legislative proposals.
5. Providing information on regulatory changes including the development of new
regulations.
6. Responding in a courteous manner to telephone and electronic mail requests within 1-3
working days.
7. Responding to correspondence within 10 working days.
8. I would assess the overall quality and services provided by AST as:

RATING

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(Important: Please disregard Part II if you have not been involved in AST’s Licensing process

Part II: Application Processing (for Commercial Launch Operations)
Instructions: Please indicate how well you think AST meets the mandated requirements for
processing an application for commercial space transportation operations by writing in the
number which corresponds closest to your answer using the rating key below.
Key: Exceeds Requirements = 1, Meets Requirements = 2, Does Not Meet Requirements = 3
Part II: Application Processing
AST SERVICES

RATING

9. Assisting your organization to navigate complex FAA policies and procedures for
licensing commercial space transportation operations.
10. Responding to requests for licensing information within 2 working days of receipt of
request.
11. Notifying you of receipt of a launch license application and assignment of a Project
Engineer within 48 hours.
12. Notifying you within 4 days regarding your proposed launch date in relation to the
180-day statutory time period for processing commercial launch licenses.
13. Screening your application and notifying you within 5 working days as to the
completeness of the application package.
14. Informing you in writing XXX days from the beginning of the licensing process of any
outstanding information needed to complete the required licensing reviews and
evaluations.
15. Providing application status information throughout the entire licensing process.
16. Ensuring the confidentiality, safe handling and storage of proprietary data.

Part III-A: Customer Relations
Instructions: Please circle the word or phrase which corresponds closest to your answer:
Strongly Agree / Agree / Neither Disagree or Agree / Disagree / Strongly Disagree.
17. AST staff always treats me like a valued customer.
Strongly Agree / Agree / Neither Disagree or Agree / Disagree / Strongly Disagree
18. Communication is good between our organization and AST staff.
Strongly Agree / Agree / Neither Disagree or Agree / Disagree / Strongly Disagree
19. The level of cooperation and collaboration in planning between our two offices can best be
described as a “partnership.”
Strongly Agree / Agree / Neither Disagree or Agree / Disagree / Strongly Disagree

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Part III-B: Customer Relations
Instructions: Please circle the word or phrase that corresponds closest to your answer:
Very Frequently / Frequently / Occasionally / Rarely / Never.
“HOW OFTEN…”
20. Do you interact with AST staff?
Very Frequently / Frequently / Occasionally / Rarely / Never
21. Does AST staff ask you for comments or advice on new policies, procedures, or products
that are being considered?
Very Frequently / Frequently / Occasionally / Rarely / Never
22. Does AST staff follow-up after an initial communication to ensure that the office
understood you correctly?
Very Frequently / Frequently / Occasionally / Rarely / Never
23. Are requests for information that you receive from our staff clear and specific?
Very Frequently / Frequently / Occasionally / Rarely / Never
24. How often do you have trouble meeting FAA/AST deadlines?
Very Frequently / Frequently / Occasionally / Rarely / Never
25. Does AST staff ask for information you have already provided?
Very Frequently / Frequently / Occasionally / Rarely / Never
Part VI: AST Products
Instructions: Please rate the following AST products: Excellent/Very Good/Good/Fair/Poor.
Part VI: AST Products
AST Products
Excellent

AST Website
AST publications:
LEO Market Projections
Commercial Launch Quarterly Review
Development and Concepts
Environmental Programs

RATING
Very Good
Good

Fair

Poor

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Part V: AST Forecast Conference Evaluation
Instructions: Please rate the following Conference components.
Part V: AST Forecast Conference Evaluation
Excellent

Very Good

Good

Fair

Poor

Overall Program
Networking Opportunities
Planning/Logistics
New Information Provided
Opportunity to provide input to FAA

How did the conference address your expectations? (Please check one)
a. Much better than I expected
b. Somewhat better than I expected
c. About what I expected
d. Worse than I expected

□
□
□
□

What specifically were the things you liked about the conference? Please include anything
related to the speakers, panelists, moderators, format, subject matter, etc.

What specifically were things you did not like about the conference?

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5. Please rate the conference sessions listed below.
Excellent

Conference Sessions:
1.
2.
3.
4.
5.
6.
7.
Luncheon Address
Wednesday Keynote Address

Very Good

Good

Fair

Poor

Very Good

Good

Fair

Poor

How would you rate the hotel accommodations?
Excellent

Location:
Rooms
Food
Other Hotel Facilities
Hotel Staff

Please provide your comments below.
Things that Need to be Changed:

Things that Worked:

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Suggestions for Future Meetings (Topics, Locations, Speakers)

Part VI: Customer Status (Please check one)
I am an INDUSTRY Customer:

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ο
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ο
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Commercial Launch Provider
Satellite Manufacturer / User
Space Related Organization/Association
Public Interest
Service/Training
Other

I am a GOVERNMENT customer:
ο
ο
ο
ο
ο
ο
ο

NASA
Department of Defense
Air Force
State
Commerce
Office of the U.S. Trade Representative
Treasury
ο Other

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Comments: Please use this space to share any additional comments that you feel will help
improve our service to your organization.
Thanks for helping improve FAA services to your organization!

Optional:
Name
Organization
OMB clearance no. 2120-0611, Expiration, 11/30/2013