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pdfOMB Control No. 16150121
Expiration Date 03/31/2018
SAVE System Customer Service Survey
Welcome to the SAVESCSS, a survey designed to help USCIS refine products to be more accessible and productive to
users. Completing this survey will take you approximately 9 minutes. Your feedback will meaningfully help revise SAVE
tools to make your experience with them better. All questions on this survey are geared at collecting information on YOUR
experiences with SAVE products. Please be candid in your responses, and know that your contributions will help the USCIS
serve you better in the future.
Paperwork Reduction Act Statement
An agency may not conduct or sponsor an information collection and a person is not required to respond to a collection of
information unless it displays a currently valid OMB control number. The public reporting burden for this collection of
information is estimated at 9 minutes per response, including the time for reviewing instructions, completing and submitting
the form. Send comments regarding this burden estimate or any other aspect of this collection of information, including
suggestions for reducing this burden, to: U.S. Citizenship and Immigration Services, SAVE Program, Verification Division,
131 M Street NE, Washington, DC 20529. OMB No. 16150121. Do not return the completed form to this address.
Please indicate if you are currently a:
General User
SuperUser
Supervisor
Please indicate your overall level of satisfaction with the SAVE System. (1 being extremely dissatisfied, 5 being extremely
satisfied)
Extremely dissatisfied
Dissatisfied
Neither satisfied nor
dissatisfied
Satisfied
Extremely satisfied
You feel how satisfied with the SAVE
system?
Please indicate the documents you use to conduct SAVE queries.
I551
I766
I94 Arrival Departure Record in Unexpired Foreign Passport
I94 Arrival Departure Record
Unexpired Foreign Passport
I20 (Certificate of Eligibility for Nonimmigrant (F1) Student Status)
DS2019 (Certificate of Eligibility for Exchange Visitor (J1) Status)
Naturalization Certificate
Certificate of Citizenship
I571 (Refugee Travel Document)
I327 (Reentry Permit)
Machine Readable Immigrant Visa (With Temporary I551 Language)
Temporary I551 Stamp (on Passport or I94)
Other (select when document not listed and writein document)
1
Please indicate how difficult it is to run a query with each document you interact with.
Very Difficult
Difficult
Neutral
Easy
Very Easy
N/A
» I551
» I766
» I94 Arrival Departure Record in
Unexpired Foreign Passport
» I94 Arrival Departure Record
» Unexpired Foreign Passport
» I20 (Certificate of Eligibility for Non
immigrant (F1) Student Status)
» DS2019 (Certificate of Eligibility for
Exchange Visitor (J1) Status)
» Naturalization Certificate
» Certificate of Citizenship
» I571 (Refugee Travel Document)
» I327 (Reentry Permit)
» Machine Readable Immigrant Visa
(With Temporary I551 Language)
» Temporary I551 Stamp (on
Passport or I94)
» Other (select when document not
listed and writein document)
Please indicate how benefit applicants provide the information from their immigration documents for the SAVE queries that
you use (Choose all that apply):
Online – Information, including copies of immigration documents provided by the applicant online
In person – applicant comes to the office and provides information, including copies of document
Mail in – applicant mails a paper application, including copies of immigration documents
Do not get copies of immigration documents
Other (Please Explain)
Online Resources
SAVE provides a variety of guidance documents and training tools through the Resources section of the program’s Web
Access site, www. save.uscis.gov/Web/vislogin.aspx.
Very Poor
Poor
Fair
Good
Excellent
Please indicate how well our
Resources section is organized15 (1
being poor, 5 being excellent) .
Please indicate whether the information in our Resources section is useful in your work 15 (1 being not useful, 5 being
extremely useful).
Not at all useful
Not useful
Neutral
Somewhat useful
Extremely useful
Please indicate whether the
information in our Resources section
is useful in your work.
2
Please indicate what resources you would like to see added or how you would like to see the resources organized.
Training
USCIS offers training on SAVE periodically. This question will help inform USCIS how often those trainings should be
offered.
Never
Rarely
Sometimes
Often
All of the Time
Please indicate how often you
participate in training offered by SAVE
(1 being never, 5 being more than 5
times a year).
If you have taken part in training, please rate the effectiveness of the training (1 being not effective, 5 being extremely
effective).
Not at all effective
Not effective
Neutral
Somewhat effective
Extremely effective
please use the following scale where
1 is not effective and 5 is extremely
effective.
Please rate your satisfaction with the training materials for the training that you have taken (1 being extremely ineffective, 5
being extremely effective).
Extremely ineffective
Not effective
Neutral
Somewhat effective
Extremely effective
The quality of the training materials
was:
Please explain changes that should be made to the training materials to make them more effective.
Please identify all of the types of training that you would like to have.
User Forums
Using SAVE Reports
Immigration
Interpreting SAVE responses
Document Types
SAVE Enhancements
Other (Please Explain)
USCIS provides a comprehensive SAVE tutorial that can be accessed at any time by SAVE users through the
Resources page. Have you used this Resources Page?
Yes
No
3
If you have heard of the comprehensive SAVE tutorial, have you ever used it?
Yes
No
Customer Service
Please rate the effectiveness of our methods of communication.
Extremely ineffective
Somewhat ineffective
Neutral
Slightly effective
Extremely effective
Ticker messages on the SAVE
System
Email Blasts
Traditional Mail
Save System Website
Phone calls from SAVE Personnel
Please indicate the timeliness of SAVE responses when you contact SAVE with questions when:
Over a week
About 1 week
Within 3 days
Within 2 days
Within 1 day
Neither effective or
ineffective
Somewhat effective
Extremely effective
Somewhat regularly,
at least a few times a
month
Regularly, at least
once a week
Often, several times
per week
Calling the SAVE Help Desk
Emailing SAVE.Help
Calling the SAVE Case Manager or
Duty Officer
Please rate the effectiveness of SAVE responses to your questions/concerns.
Ineffective
Somewhat ineffective
Calling the SAVE Help Desk
Emailing SAVE.Help
Calling the SAVE Case Manager or
Duty Officer
Use of the System
Please indicate how often you use SAVE to perform queries.
Rarely, once a month
or less
Sometimes, at least
once a month
Please select from rarely to often
Please indicate how userfriendly you find the appearance of the SAVE System user screens (1 being extremely not user
friendly, 5 being extremely userfriendly).
Extremely not user
friendly
Not user friendly
Neither user friendly
nor user unfriendly
User friendly
Extremely user
friendly
The system appears:
4
Please indicate how userfriendly you find the organization of the SAVE System user screens (1 being not user friendly, 5
being userfriendly).
Extremely not user
friendly
Not user friendly
Neither user friendly
nor user unfriendly
User friendly
Extremely user
friendly
The system appears:
Please indicate how frequently the system is unavailable for use during agency hours due to SAVE system problems. (1
being frequently unavailable, 5 being never unavailable)
Unavailable
frequently, often
multiple times per
week
Unavailable
sometimes, often
several times per
month
Generally available.
Outages are
infrequent.
Available most times.
Always available.
Outages occur maybe Outages almost never
a few times per year
occur
The system is:
You indicated some outages with the SAVE system. At approximately what time of day did they occur for you?
Morning
Afternoon
Evening
System Responses
Please rate your satisfaction with the system responses you receive back from SAVE (1 being extremely dissatisfied, 5 being
extremely satisfied).
Extremely Dissatisfied
Dissatisfied
Neither satisfied nor
dissatisfied
Satisfied
Extremely satisfied
Overall you feel:
Please indicate whether the SAVE system responses are easy to understand (1 being extremely dissatisfied, 5 being
extremely satisfied).
Extremely dissatisfied
Dissatisfied
Neither satisfied nor
dissatisfied
Satisfied
Extremely Satisfied
Save system responses generally
leave you:
Please indicate how often you/your users institute additional verification steps when prompted (1 being never, 5 being
always).
Never
Rarely
Sometimes
Often
Always
We use additional verification:
Please indicate all the reasons you/your users do not institute additional verification steps when prompted.
Cost
Time
Not needed because of alternative verification methods
Do not know
Other (Please Explain)
5
General/Satisfaction Questions
Please choose the three things you like best about the SAVE System.
Speed
Ease of Use
Layout of the System
Adaptability
Responsiveness
Resources
Training
Other (Please Explain)
Do not know
Of the three things you liked about the SAVE System, what is the best thing?
» Speed
» Ease of Use
» Layout of the System
» Adaptability
» Responsiveness
» Resources
» Training
» Other (Please Explain)
» Do not know
Please indicate the three things you like least about the SAVE System.
Speed
Ease of Use
Layout of the system
Adaptability
Responsiveness
Resources
Training
Other (Please Explain)
Do not know
Of the three things you liked least about the SAVE System, which one is the most concerning?
» Speed
» Ease of Use
» Layout of the system
» Adaptability
6
» Adaptability
» Responsiveness
» Resources
» Training
» Other (Please Explain)
» Do not know
Please leave any general statements about the SAVE System and ways to improve it.
7
File Type | application/pdf |
File Modified | 2016-03-01 |
File Created | 2016-02-29 |