2016 NASA OMBudsman Program User Survey

NASA Ombudsman Program 2016 Customer Satisfaction Survey

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Paperwork Reduction Act Statement
This information collection meets the requirements of 44 U.S.C. § 3507 as amended by section 2 of the Paperwork Reduction Act of 1995. You do not need to answer these questions unless we display a valid Office of Management and Budget (OMB) control number. The OMB control number for this collection is 2700-0153 and this information collection expires on 07/31/2018. We estimate that it will take 7 minutes to read the instructions, gather the facts, and answer the questions. Send only comments relating to our time estimate to: [email protected]

1. Were you aware of the Ombudsman Office prior to receiving this request to fill out the survey?

Yes

No

2. If yes, how did you first hear about the Ombudsman Office?

Article in Center Newsletter

Center Brochure

Center Website

Presentation from the Ombudsman

Annual Report

Word of Mouth/Colleague

Other (please specify)

3. Do you know the NASA Ombudsman Program...

	Yes	No
...is committed to confidentiality?	Yes	No
...is expected to provide a neutral/impartial perspective?	Yes	No
...is not a decision maker or formal investigator?	Yes	No
...is an indepedent entity from the formal NASA management chain?	Yes	No

	Yes	No
Safety of NASA employees and contractors?	Yes	No
Obstacles to mission success?	Yes	No
Performance of individuals or the organization?	Yes	No
Conflict in relationships?	Yes	No
Violation of agency policy?	Yes	No
Financial wrong doing?	Yes	No
Disrespectful treatment?	Yes	No

4. Do you know you can surface the following issues when meeting with a NASA Ombudsman?

5. Would you consider using the Ombudsman Program if the need arose?

Yes

No

6. Have you used the Ombudsman Program in the past two years?

Yes

No

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7. If you consulted with a NASA Ombudsman, which of the outcomes listed below applies to your situation?

I received information/coaching, and no other action was expected from the Ombudsman.

I took action (with help from the Ombudsman) and my situation is better than it was before I contacted the Ombudsman.

I took action (with help from the Ombudsman) and my situation is not better than it was before I contacted the Ombudsman.

The Ombudsman took action on my behalf and my issue is better than before I contacted the Ombudsman.

The Ombudsman took action on my behalf and my issue is not better than before I contacted the Ombudsman.

I chose to take no action.

The issue is not yet resolved.

8. How well did the Ombudsman meet your expectations?

	Strongly Agree	Agree	Neutral	Disagree	Strongly Disagree
Timeliness
Respectfulness
Confidentiality
Usefulness

If the Ombudsman did not meet your expectations, what could they have done differently?

9. Would you use the services of the NASA Ombudsman Program again?

Yes

No

10. If the NASA Ombudsman Program did not exist, what would you do or what have you done regarding your issue?

Nothing

Gone to NASA formal resources (Human Resources, the Union, Management Chain, etc.) for help

Used external resources

Left the organization

Taken legal action

Gone to colleagues for advice

11. If you have not used the Ombudsman Program, why not? (Check all that apply.)

I did not know it existed

I did not have an issue or need

I used other NASA resources to resolve my issue

I did not believe you were really confidential

I did not believe you could be unbiased and neutral

I did not understand how you could help

I was fearful of speaking up

Other (please specify)

12. Center Name (Optional)

* 13. Gender

Male

Female

* 14. Status

Civil Service Employee

On-Site Contractor

Student

* 15. Tenure

0-1 year with NASA

2-4 years with NASA

5-10 years with NASA

More than 10 years with NASA

* 16. Job Level

GS 4-8

GS 9-12

GS 13-15

SES

N/A

Thank you for participating in this survey.