Internet Registration Phone Survey
OMB Control Number 1660-0036
Expiration Date 02/28/2014
PAPERWORK BURDEN DISCLOSURE NOTICE: Public reporting burden for this survey is estimated to average 6 minutes per response. The burden estimate includes the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and submitting the survey. You are not required to respond to this collection of information unless it displays a valid OMB control number near the title of the electronic collection instrument, or for on-line applications, on the first screen viewed by the respondents. Send comments regarding the accuracy of the burden estimate and any suggestions for reducing the burden to: Information Collections Management, Department of Homeland Security, Federal Emergency Management Agency, 500 C Street, SW, Washington, DC 20472, Paperwork Reduction Project (1660-0036) NOTE: Do not send your completed form to this address.
The following survey is voluntary.
PRIVACY ACT STATEMENT
AUTHORITY: Government Performance and Results Act (GPRA), 5 U.S.C. Ch. 3 as amended and the GPRA of 2010 (P.L. 111-352); Executive Order (EO) 12862, “Setting Customer Service Standards;” and its March 23, 1995 Memorandum addendum, “Improving Customer Service;” Executive Order 13411 “Improving Assistance for Disaster Victims;” Executive Order 13571 “Streamlining Service Delivery and Improving Customer Service;” and its June 13, 2011 Memorandum “Implementing Executive Order 13571 on Streamlining Service Delivery and Improving Customer Service.”
PRINCIPAL PURPOSE(S): DHS/FEMA collects this information to measure Individual Assistance customers’ satisfaction with FEMA services.
ROUTINE USE(S): This information is used for the principal purpose(s) noted above and will not be shared outside of DHS/FEMA, except as allowed under DHS/FEMA-008 - Disaster Recovery Assistance Files (April 30, 2013, 78 FR 25282), or as required by law.
DISCLOSURE: The disclosure of information on this form is strictly voluntary and will assist FEMA is making improvements to its Individual Assistance program; failure to provide the information requested will not impact the provision of FEMA Individual Assistance to qualified entities.
QUESTIONS
Introduction
Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ___. My ID # is _________. May I please speak with (Applicant) or the person who applied for disaster assistance over the Internet?
Yes
No
If no: What would be a better time to call back? Thank you for your time and have a good day/evening.
If yes: We're looking for ways to improve the quality of our service and your opinion is very important to us. Would you volunteer to take 5 - 7 minutes to answer some questions?
Yes
No
If no: What would be a better time to call back? Thank you for your time and have a good day/evening)
If yes: Thank you. These questions comply with the Privacy Act of 1974 and have been approved by the Office of Management and Budget under number 1660-0036. Your answers will not affect the outcome of your application for FEMA assistance. This call may be monitored and/or recorded for quality assurance.
1. Which of the following websites did you access to apply for FEMA assistance?
DisasterAssistance.gov
FEMA.gov
Another Federal Government website
A State Government Website
A Non-Government website
Don't Remember
If DisasterAssistance.gov or FEMA.gov go to question 1a otherwise go to question 2.
1a. How did you find out about that website?
Community Group (club, church, school, etc.)
Disaster Worker (FEMA, ARC, Local Gov., etc.)
Flyers, Signs, Billboards, Posters, etc.
Internet searches (Google, Bing, etc.)
Newspaper
Prior Experience
Radio
Service Provider (Insurance, water, gas, phone, etc.)
Social Media (Facebook, Twitter, etc.)
Text, Phone, Email Alerts (reverse 911, robo call, RSS Feed, etc.)
Television
Word of Mouth (friend, family, neighbor, employer, landlord, etc.)
Don’t Remember
Other
The website provided a variety of options such as Applying for FEMA assistance online or accessing your account to check your application status. There was also an option to find assistance by taking an Anonymous Questionnaire with no log in or personal information required.
2. Did you use the online anonymous questionnaire on the DisasterAssistance.gov website to get a personalized list of possible assistance?
Yes
No
Don't Remember
If yes go to question 2a otherwise go to question 3.
2a. This series of questions relates only to the online anonymous questionnaire you used to find other Forms of Assistance. How would you rate the questions on being easy to understand? Would you say:
Extremely Easy
Very Easy
Easy
Not Very Easy
Not At All Easy
No Opinion
2b. After completing the online anonymous questionnaire, you may have received information about other agencies. How helpful was that information? Would you say:
Extremely Helpful
Very Helpful
Helpful
Not Very Helpful
Not At All Helpful
No Opinion
If Not Very Helpful or Not At All Helpful go to question 2c otherwise go to question 3.
2c. How could the information have been more helpful?
Make less complicated
More concise information
More detailed information
Personalized information specific to my situation
Complete & accurate contact phone number
Complete & accurate web address/link
Other
3. The website also provided options to browse information by category or by Federal Agency. How helpful was it to browse by:
3a. Category? Would you say…
Extremely Helpful
Very Helpful
Helpful
Not Very Helpful
Not At All Helpful
Did not use this Method
No Opinion
3b. What about by Agency?
Extremely Helpful
Very Helpful
Helpful
Not Very Helpful
Not At All Helpful
Did not use this Method
No Opinion
4. Overall, how would you rate this website for obtaining disaster assistance information? Would you say it was:
Excellent
Good
Satisfactory
Below Average
Poor
No Opinion
If Below Average or Poor go to question 4a otherwise go to question 5.
4a. Please tell me your reasons for that rating.
Did not find what I needed
Phone numbers not provided/inaccurate
Questions too complicated/hard to understand
Referrals hard to understand
Referrals too lengthy
Response options too complicated/hard to understand
Screen navigation difficult
Technical problems
Web address or link not provided/inaccurate
Other
For the next questions please think only about your experience in completing the online application for FEMA disaster assistance.
5. Overall, how would you rate that experience? Would you say it was:
Excellent
Good
Satisfactory
Below Average
Poor
No Opinion
If Below Average or Poor go to question 5a otherwise go to question 6.
5a. Please tell me your reasons for that rating.
Could not edit or make comments
Help Page information hard to understand
Instructions hard to understand
Not applicable to my situation
Screen navigation was difficult
Technical problems
Took too long to complete application
Type of assistance not clear
Other
6. Each screen included a "Help for this page" button to assist you in filling out your application. Would you say the help information was…
Excellent
Good
Satisfactory
Below Average
Poor
Did not use
If Below Average or Poor go to question 6a otherwise go to question 7.
6a. In what way was the “Help for this Page” information [Below Average/Poor]?
Did not understand the terms used
Information was too complicated
Not enough information/did not answer question
Technical difficulties
Other
7. After completing your application, information was displayed about other agencies or organizations that may be able to assist you. Would you say that information was…
Extremely Helpful
Very Helpful
Helpful
Not Very Helpful
Not At All Helpful
Did not use
No Opinion
If Not Very Helpful or Not At All Helpful go to question 7a otherwise go to question 8.
7a. What were your reasons for that rating?
Agency contact information not complete/accurate or could not help
Descriptions of agency services was hard to understand/confusing
No agency found for assistance needed
Not enough information
Screen navigation difficult
Too much information
Other
8. Did you call the website’s Technical Support toll free number for assistance with technical problems?
Yes
No
Do not remember
If yes go to question 8a otherwise go to question 9.
8a. Thinking only about your communications with Technical Support, how would you rate the service you received? Would you say it was…
Excellent
Good
Satisfactory
Below Average
Poor
No Opinion
If Below Average or Poor go to question 8b otherwise go to question 9.
8b. In what way was the support [Below Average/Poor]?
Technical Rep did not answer question
Technical Rep gave incorrect info
Technical Rep poor customer service
Took too long or could not get through to Technical Helpdesk
Other
9. In the future, should you need disaster assistance, how likely are you to use this method to apply for assistance? Would you…
Definitely use
Probably use
Might or Might Not use
Probably would Not use
Definitely would Not use
No Opinion
If Probably would Not use or Definitely would Not use go to question 9a otherwise go to question 10.
9a. What changes are needed to increase the likelihood?
10. Would you recommend the site to a friend or family member?
Yes
No
Do Not Know
Your opinion is very valuable to us. May we call at a later date to ask you additional questions?
Yes
No
Close
Thank you for your time. Have a good day/evening.
FEMA Form 007-0-2
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| File Title | BACKGROUND |
| Author | TxNPSC |
| File Modified | 0000-00-00 |
| File Created | 2021-01-28 |