Surveys

National Lifeline Accountability Database (NLAD) Carrier Survey

The Universal Service Administrative Company (USAC) would like to improve the National Lifeline Accountability Database (NLAD). We appreciate you taking a few minutes to answer this survey. This survey is voluntary and consists of 12 - 16 questions, depending on your responses. It should take approximately three minutes to complete.

1. Which of the following best describes your company? *This question is required. [SINGLE CHOICE]

• Large / Nationwide carrier

• Medium / Regional carrier

• Small / Local or Municipal carrier

2. Which of the following classification areas does your company serve? *This question is required. [MULTIPLE CHOICE – Allow respondents to select more than one answer]

• urban

• suburban

• rural

• remote

3. On average, how often do you log into NLAD? *This question is required. [SINGLE CHOICE]

• several times per day

• daily

• weekly

• monthly

• less often than monthly

4. Which of the following classification areas does your company serve? *This question is required. [MULTIPLE CHOICE]

• enroll a Lifeline subscriber

• de-enroll a Lifeline subscriber

• update a Lifeline subscriber’s information

• transfer a Lifeline subscriber’s benefit

• submit a dispute resolution

• manage my account

• manage a subaccount

• run a report

• other (please specify) – [OPEN FIELD FOR WRITE IN]

5. Do you use the Batch Upload feature in NLAD? *This question is required. [SINGLE CHOICE]

• Yes

• No

Batch Uploads

[If participant selects Yes in Q5, they will be asked the questions in this section]

5a. Completing a batch file is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

5b. Uploading a batch is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

5c. I have the information I need when uploading a batch file. [SCALE]

• 1 – Strongly disagree

• 2 – Somewhat disagree

• 3 – Neither agree nor disagree

• 4 – Somewhat agree

• 5 – Strongly agree

5d. In what ways could NLAD’s batch upload be improved? [OPEN FIELD]

6. Do you use the Reports feature in NLAD? *This question is required. [SINGLE CHOICE]

• Yes

• No

Reports

[If participant selects Yes in Q6, they will be asked the questions in this section]

6a. Running a report is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

6b. Which reports do you currently use? [MULTIPLE CHOICE]

• Summary Subscriber Report

• Detail Archive Subscriber Report

• Detail Duplicate Subscriber Report

• Summary Transaction Report

• Detail Transaction Report

• Summary Resolution Status Report

• Detail Resolution Status Report

6c. Which additional data would you like to have available through a report in NLAD? [OPEN FIELD]

7. Do you use the Account Management feature in NLAD? *This question is required. [SINGLE CHOICE]

• Yes

• No

Account Management

[If participant selects Yes in Q7, they will be asked the questions in this section]

7a. Updating my password is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

7b. Managing subaccounts is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

7c. In what ways could NLAD make it easier to manage your account or subaccounts? [OPEN FIELD]

8. Do you use the Subscriber Management feature in NLAD? *This question is required. [SINGLE CHOICE]

• Yes

• No

Subscriber Management

[If participant selects Yes in Q8, they will be asked the questions in this section]

8a. Enrolling a subscriber is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

8b. De-enrolling a subscriber is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

8c. Transferring a subscriber is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

8d. Updating a subscriber is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

8e. Submitting a dispute resolution ticket is… [SCALE]

• 1 – Very difficult

• 2 – Fairly difficult

• 3 – Sometimes difficult/sometimes easy

• 4 – Fairly easy

• 5 – Very easy

8f. In what ways could NLAD’s subscriber management be improved? [OPEN FIELD]

Satisfaction

9. Overall, how satisfied are you with the NLAD system? *This question is required. [SCALE]

• 1 – Very dissatisfied

• 2 – Somewhat dissatisfied

• 3 – Neither satisfied nor dissatisfied

• 4 – Somewhat satisfied

• 5 – Very satisfied

10. What do you like best about NLAD? [OPEN FIELD]

11. What do you like least about NLAD? [OPEN FIELD]

12. What additional functionality would you like NLAD to provide? [OPEN FIELD]

Thank you so much for taking the time to complete this survey. Your valuable input will help us to do a better job and improve NLAD in the future.

FCC NOTICE REQUIRED BY THE PAPERWORK REDUCTION ACT

We have estimated that each response to this collection of information will take 0.05 hours (3 minutes). Our estimate includes the time to read the instructions, look through existing records, gather and maintain the required data, and actually complete and review the form or response. If you have any comments on this estimate, or on how we can improve the collection and reduce the burden it causes you, please write the Federal Communications Commission, AMD-PERM, Paperwork Reduction Project (3060-11149), Washington, DC 20554. We will also accept your comments via the Internet if your send them to [email protected]. Please DO NOT SEND COMPLETED APPLICATIONS TO THIS ADDRESS. Remember - you are not required to respond to a collection of information sponsored by the Federal government, and the government may not conduct or sponsor this collection, unless it displays a currently valid OMB control number or if we fail to provide you with this notice. This collection has been assigned an OMB control number of 3060-1149.

THE FOREGOING NOTICE IS REQUIRED BY THE PAPERWORK REDUCTION ACT OF 1995, P.L. 104-13, OCTOBER 1, 1995, 44 U.S.C. 3507