VTrckS Survey

Form Approved
OMB No: 0920-1026
Exp. Date: 7/31/2017

Public reporting burden of this collection of information is estimated to average 60 minutes per
response, including the time for reviewing instructions, searching existing data sources, gathering
and maintaining the data needed, and completing and reviewing the collection of information. An
agency may not conduct or sponsor, and a person is not required to respond to a collection of
information unless it displays a currently valid OMB control number. Send comments regarding this
burden estimate or any other aspect of this collection of information, including suggestions for
reducing this burden to CDC/ATSDR Reports Clearance Officer; 1600 Clifton Road NE, MS D-74,
Atlanta, Georgia 30333; ATTN: PRA (0920-1026)

CDC is seeking information on the overall awardee experience with both the Contact Center and the
VTrckS IT system, so please coordinate with your VTrckS users to submit only ONE survey per
awardee office. Questions marked with an asterisk (*) require a response in order to proceed.
Thank you!
* 1. Which awardee do you represent?

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Part I: Contact Center Customer Service

This section solicits your feedback on the service you have received from the Vaccine Order
Management Contact Center’s Customer Service Representatives. Your input should be based on
the service quality you have received directly from the Customer Service Representatives, rather
than the CDC team who handles escalated tickets or on VTrckS as an IT system. The section
gauges service quality in terms of customer service standards such as professionalism,
understanding your issue, and keeping you informed. After this Contact Center section you will
find a separate section to record your opinions about VTrckS as an IT system.
* 2. The responses we have received from the Contact Center in the past year show that the Customer
Service Representatives:
Clearly understood our needs
Somewhat understood our needs
Did not understand our needs very well
Did not understand our needs at all
N/A
Please further explain your response to the question above, or provide other comments as desired.

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* 3. Please indicate your level of agreement with the following statements:
Strongly Agree

Agree

Neither Agree
nor Disagree

Disagree

Strongly
Disagree

N/A

a. Responses from the
Contact Center have
been thorough and
clearly communicated to
us.
b. Customer Service
Representatives at the
Contact Center have
provided accurate
information to solve the
issue(s) we raise.
c. Customer Service
Representatives have
provided us with regular
status updates when we
have had less-routine
issues requiring time to
get resolved.
d. Customer Service
Representatives have
treated us in a
professional manner.
Please further explain your responses to the questions above, or provide other comments as desired.

* 4. In general, how do you prefer to communicate with the Contact Center?
Email
Telephone
Depends on the nature of the inquiry
No preference
N/A
Please explain why you prefer to reach out to the Contact Center the way you answered above.

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* 5. Have you worked with certain Customer Service Representative(s) whom you feel is/are particularly
helpful?

Yes
No
N/A
If you answered “Yes,” could you please share the Customer Service Representative(s)’s name(s)?

* 6. In summary, how satisfied have you been with the information provided by Contact Center Customer
Service Representatives when they have answered your questions?
Very Satisfied
More Satisfied than Dissatisfied
More Dissatisfied than Satisfied
Very Dissatisfied
N/A
Please further explain your response to the question above, or provide other comments as desired.

7. Please share any additional information/comments about your experience with the Contact Center.

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Part II: VTrckS Application

This section solicits your feedback on the VTrckS application itself, such as system functionality,
reporting, and level of user-friendliness.

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VTrckS Access

* 8. Please indicate your level of agreement with the following statements regarding VTrckS access:
Strongly Agree

Agree

Neutral

Disagree

Strongly
Disagree

N/A

a. We know how to
request VTrckS access
for new awardee staff
and/or provider users.
b. We know how to
request VTrckS
deactivation for specific
awardee staff and/or
provider users, when
appropriate.
Please further explain any of your responses to the questions above, or provide other comments as desired.

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Spend Plan Functionality

* 9. Please indicate your level of agreement with the following statements regarding your experience with
Spend Plan functionality:
Strongly
Agree

Agree

Neutral

Disagree

Strongly
Disagree

N/A

a. We are able to complete monthly Spend Plan
update requirements in VTrckS.
b. Spend Plan data are accurately reflected in
VTrckS.
c. Spend Plan reports are timely, accurate, and
complete.
Please further explain any of your responses to the questions above, or provide other comments as desired.

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ExIS Interfaces

* 10. Please indicate your level of agreement with the following statements regarding your experience with
ExIS interfaces:
Strongly
Agree

Agree

Neutral

Disagree

Strongly
Disagree

N/A

a. We can successfully upload files through all ExIS
interfaces that we have implemented.
b. We can easily find the list of orders and inventory
that were uploaded through the ExIS interface for a
given time period.
c. We can easily download the VTrckS shipment
file and the data are correct.
d. We can easily use error log files to address data
issues for ExIS files.
Please further explain any of your responses to the questions above, or provide other comments as desired.

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Vaccine Management Functionality

* 11. Please indicate your level of agreement with the following statements regarding your experience with
Vaccine Management Functionality:
Strongly
Agree

Agree

Neutral

Disagree

Strongly
Disagree

N/A

a. We can successfully create, edit, and review
formulary views and assign providers as
necessary.
b. We can successfully create and submit vaccine
requests.
c. It is easy to enter NDCs without dashes when
entering vaccine requests.
d. It is easy to use the VTrckS review tool to help us
manage provider vaccine requests.
e. It is easy to use the Target Groups to help us
manage provider orders.
f. We can review, modify, and approve providersubmitted vaccine requests.
g. The Mass Upload of marketing attributes is easy
to use.
h. We can search and edit provider master data or
marketing attributes as necessary.
i. It is easy to add an alternate address to the
provider master data.
j. We can manage orders and resolve issues in a
timely manner.
k. The fund type split template makes it easier and
more efficient for us to manage individual provider
orders.
l. It is easy to use VTrckS to place purchase orders
using state/local and CHIP funds.
m. It is easy to use the Search function in the ECC
portal to search for Purchase Orders and Purchase
Order Returns.
n. It is easy to use VTrckS effectively to manage
purchase orders placed using state/local and CHIP
funds.
o. We can successfully create and complete
vaccine returns in VTrckS.

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Strongly
Agree

Agree

Neutral

Disagree

Strongly
Disagree

N/A

p. The new label functionality for returns that allows
the user to select a mailing address or an email
address for return labels helps reduce staff time.
q. We can successfully modify vaccine returns in
VTrckS.
r. We can successfully create and complete
wastage orders in VTrckS.
s. We can successfully cancel a non-direct ship
vaccine request in VTrckS, if necessary.
t. We can successfully manage orders for allocated
vaccines in VTrckS.
Please further explain any of your responses to the questions above, or provide other comments as desired.

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Reports

* 12. Please indicate your opinion about the ease of using the following reports in SAP Business Objects:
Very Easy to
Use
Easy to Use

Neutral

Not Easy to Not At All
Use
Easy to Use

I Do Not
Use This
Report

a. Provider enrollment
b. Provider profile
c. Bulk order status
d. Provider orders and deliveries
e. Spend plan monitoring
f. Spend plan advanced purchase
g. CDC Allocation Balance Report

13. Please further explain:
If there are any existing
reports that are not
meeting your needs.
If there are any additional
reports you need.

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VTrckS Communications from CDC

* 14. Please indicate your level of agreement with the following statements regarding your experience with
VTrckS Communications from CDC staff (not the Contact Center):
Strongly
Agree

Agree

Neutral

Disagree

Strongly
Disagree

N/A

a. CDC effectively communicates VTrckS
information that we need/want.
b. CDC communications regarding VTrckS are
timely and occur with appropriate frequency (e.g.,
neither too often nor too rarely).
Please share any additional feedback for the questions above, or regarding VTrckS communications in general.

* 15. Please indicate your opinion of the usefulness of each of the CDC's VTrckS communications
tools/mechanisms listed below:
Very Useful

Useful

Neutral

Not Useful

Not At All
Useful

N/A

a. VTrckS User Group Calls
b. VTrckS ExIS Community Site
c. ExIS Bi-Monthly Calls
d. Emails sent from the NCIRD Immunization
Grantee Mailbox

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VTrckS Training

* 16. Please indicate your level of agreement with the following statements regarding your experience with
VTrckS trainings:
Strongly
Agree

Agree

Neutral

Disagree

Strongly
Disagree

N/A

a. The VTrckS training webinars offered by CDC
are effective and timely (neither too frequent nor too
rare).
b. The VTrcks Training Library is a helpful support
tool.
c. If/when our office requests targeted VTrckS
training and/or hands-on support from CDC, the
instruction/help we receive is timely and effective.
Please share any additional feedback for the questions above, or regarding VTrckS trainings in general.

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Overall Satisfaction

* 17. Please indicate your level of agreement with the following statements:
Strongly
Agree

Agree

Neutral

Disagree

Strongly
Disagree

N/A

a. VTrckS is an effective tool for vaccine ordering
and inventory/funds management.
b. We can access the necessary functionality in
VTrckS for all of our staff to do our jobs / perform
our roles.

* 18. What is the most positive impact your office has seen from VTrckS?

* 19. What is the most challenging aspect of the current system?

20. Please feel free to share any additional feedback regarding your overall satisfaction with VTrckS.

Thank you very much for completing the 2015 VTrckS Survey. PLEASE CLICK THE 'DONE' BUTTON BELOW TO SUBMIT. If you
have any questions or concerns regarding this assessment, you may contact Julie Orta at [email protected].

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