Form DHS Form 0041 DHS Form 0041 JAC Survey

OMB Control Number: 1601-0014
Expiration Date: 04/30/2018

DEPARTMENT OF HOMELAND SECURITY

JAC AND JACCIS CUSTOMER SATISFACTION SURVEY
Purpose: Collect customer satisfaction information from current and former Joint Analysis Center (JAC) customers
regarding their experience with the JAC and its products, including the Joint Analysis Center Collaborative Information
System (JACCIS). This survey is anonymous and voluntary and the information collected will be used to improve future
JAC products or services.
Paperwork Reduction Action Statement of Public Burden: Collection of this information is made under 49 U.S.C.114(e) &
(f). An agency may not conduct or sponsor, and a person is not required to respond to, a collection of information unless it
displays a valid OMB control number. The control number assigned to this collection is OMB 1601-0014, which expires
April 30, 2018. Providing this information is voluntary. DNDO will use the information to improve customer service. The
survey should take no more than 15 minutes to complete.
Description: The JAC is a Department of Homeland Security (DHS) Domestic Nuclear Detection Office (DNDO) program
that: 1) provides awareness of the Global Nuclear Detection Architecture (GNDA); 2) informs decision making; and 3)
enables coordination with Federal, State, Local, Tribal, and Territorial authorities. Within the JAC, there is the JACCIS
which is a web-interface for facilitating situational awareness, information sharing, and radiological/nuclear alarm
adjudication between stakeholders and DNDO.
Definitions:
• JAC Products refer to services or information that the JAC provides periodically or upon request.
• JACCIS Features refer to the JACCIS software and its ease of use and clarity. For example, how easy is it for a
user to submit an alarm, request information, or execute a search?
• JACCIS Services refer to JACCIS functions and their outputs back to the user. For example, are the JACCIS
outputs timely, relevant, and useful?
• Timely refers to either the delivery of information is within a timeframe useful to the user or that the information
itself is up-to-date for the user’s purposes.
Instructions: Please read each question and indicate your response by checking the appropriate box and/or filling in the
form field.

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JAC Customer Satisfaction
1. Which of the following JAC products have you used or received?
JACCIS
Response to an alarm submission (including connectivity and drills)
Response to a Request for Information (RFI)
“The Source” publication
Situational Awareness Report (SAR)
Other publications (informational tri-folds, cargo reports, etc.)
None
If “None” is selected please go to question 21.
2. For each JAC product indicated in the question above as having used or received, please indicate your level of
satisfaction with the product.
JAC Product

Very
Satisfied

Satisfied

Neutral

Dissatisfied

Very
Dissatisfied

JACCIS
Response to an alarm
submission
Response to a Request for
Information (RFI)
“The Source” publication
Situational Awareness Report
(SAR)
Other publications (informational
tri-folds, cargo reports, etc.)
3. For any JAC product noted as dissatisfied or very dissatisfied in Question 2, please indicate the reason for your
dissatisfaction. (mark all that apply)
Reason
Product

Product was
Product was
not relevant to
confusing/
my mission
difficult to use

Information
received was
confusing/not
appropriate

Other (explain below)

JACCIS
Response to an alarm
submission
Response to a Request for
Information (RFI)
“The Source” publication
Situational Awareness Report
(SAR)
Other publications (informational
tri-folds, cargo reports, etc.)

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4. If you have any other comments about your level of satisfaction or dissatisfaction with respect to your experience
with the JAC that were not addressed above, please provide them in the space below. If none, please proceed to
question 5.

JACCIS Customer Satisfaction
Please answer questions 5-20 only if you have used JACCIS. If you have not used JACCIS, please go to question 21.
5. When was the last time (month and year) you logged into JACCIS?

6. Have you used JACCIS to submit an alarm (including connectivity and drills)?
Yes

No

If yes, what is the date (month and year) of your most recent submission?

7. Have you used JACCIS to submit a Request for Information (RFI)?
Yes

No

If yes, what is the date (month and year) of your most recent submission?

8. Please indicate your level of satisfaction with the following specific features of JACCIS.
Feature

Very
Satisfied

Satisfied

Neutral

Dissatisfied

Very
Dissatisfied

Not Used

Alarm submission
(including connectivity
and drills)
Alarm submission without
password login
Database searches
JACCIS feedback form
JACCIS help files
GIS (Maps)
Requests For Information
(RFI)

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9. For any feature noted as dissatisfied or very dissatisfied in Question 8, please indicate the reason for your
dissatisfaction. (mark all that apply)
Reason
Feature

Information
Feature was
Feature was
requested was
not relevant to
confusing/
confusing/not
my mission
difficult to use
appropriate

Other (explain below)

Alarm submission
(including connectivity
and drills)
Alarm submission without
password login
Database searches
JACCIS feedback form
JACCIS help files
GIS (Maps)
Requests For Information
(RFI)
10. Please indicate your overall level of satisfaction with the features provided by JACCIS.
Very Satisfied
Satisfied
Neither Satisfied or Dissatisfied
Dissatisfied
Very Dissatisfied
11. Please indicate your level of satisfaction with the following specific services of JACCIS.
Service

Very
Satisfied

Satisfied

Neutral

Dissatisfied

Very
Dissatisfied

Not Used

Alarm adjudication
(including connectivity
and drills)
Database search results
GIS (Maps) tools
Requests For Information
(RFI) responses
System availability

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12. For any service noted as dissatisfied or very dissatisfied in Question 11, please indicate the reason for your
dissatisfaction. (mark all that apply)
Reason
Service

Information
presented
was not
relevant to
my mission

Response/
information
was not
timely

Services
Services
available to
available to
me are
me do not
confusing/
facilitate my
difficult to use
mission

Other
(explain below)

Alarm adjudication
(including connectivity
and drills)
Database search results
GIS (Maps) tools
Requests For Information
(RFI) responses
System availability
13. Please indicate your overall level of satisfaction with the services provided by JACCIS.
Very Satisfied
Satisfied
Neither Satisfied or Dissatisfied
Dissatisfied
Very Dissatisfied
14. Which of the following would enhance your satisfaction in using JACCIS to meet your mission needs?
(mark all that apply)
More embedded analysis tools (spectra viewers, alarm adjudication, maps, etc.)
Ability to collaborate with other JACCIS users
Expanded database access (nearby detectors, training materials, etc.)
More R/N Situational Awareness information (e.g., embedded RN-related news feed, DNDO Joint Analysis
Center products)
Clearer instructions embedded in JACCIS pages
Other (explain):
None
15. What has been the overall effect of using JACCIS to satisfy your mission needs?
Positive impact: Using JACCIS helped me to satisfy my mission needs
No impact: Using JACCIS had no influence on the ability to satisfy my mission needs
Negative impact: Using JACCIS was a detriment to trying to satisfy my mission needs

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16. Have you used any other web-based information system similar to JACCIS to support your radiological/nuclearrelated mission?
Yes (go to Question 17)
No (go to Question 18)
17. Please list up to three other web-based systems that you have used to support your radiological/nuclear-related
mission and rate your level of satisfaction with each system compared to JACCIS.
Name of system

This system compared to
JACCIS provides:
More
Same
Less
satisfaction satisfaction satisfaction

Reason

18. Why did you sign up for a JACCIS account? (mark all that apply)
Participated in a DNDO program (training, exercises, Securing the Cities, etc.)
Participated in another federal government program (e.g., DOE WebTriage)
To support my organization’s radiological/nuclear-related mission
General interest
Other (explain):
19. On average, how often do you login to JACCIS to support your mission? Do not include logging in just to maintain
account.
Daily
Weekly
Monthly
Quarterly
Yearly
No longer maintain a JACCIS account but use, or intend to use, the feature to submit alarms without a login
No longer use JACCIS
20. If you have any other comments about your level of satisfaction or dissatisfaction with respect to the use of JACCIS
that were not addressed above, please provide them in the space below. If none, please proceed to question 21.

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User Information
21. Which category of government best describes your organization?
Federal
State (including National Guard Civil Support Teams (CSTs))
Local
Tribal
Territorial
Non-government (e.g., industry, non-profit, academia)
22. Which category best describes your organization type?
Fire department
Fusion Center or Emergency Operations Center
Health/environmental protection
Law enforcement
National laboratory
Other Public Safety (e.g., HAZMAT, Bomb Squad, emergency response)
Program office
Other (explain):
Thank you very much - we appreciate your time.

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