Office of Justice Programs (OJP) Service Desk Customer Satisfaction Survey

Request for Approval under the "Generic Clearance for the Collection of
Routine Customer Feedback" (OMB Control Number: XXXX-YYYY)
SUBCOMPONENT:
Office of the ChiefInformation
Department of Justice (DOJ)

Officer (OCIO), Office of Justice Programs (OJP), U.S.

TITLE OF INFORMATION COLLECTION:
Office of Justice Programs Service Desk Customer Satisfaction Survey
PURPOSE:
The purpose of this collection is to gather customer satisfaction information from users of
the Office of Justice Programs Service Desks in order to continually enhance and
improve future customer experience and the overall operating efficiencies of the Service
Desks.

DESCRIPTION OF RESPONDENTS:
The respondents consist of Federal, State, Local, and/or Tribal government staff that are
either grantees, applicants, administrators, and/or support staff of the Office of Justice
Programs systems and have contacted an OJP IT Service Desk for assistance.

TYPE OF COLLECTION: (Check one)
[] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software
[ ] Focus Group

[X] Customer Satisfaction Survey
[ ] Small Discussion Group
[ ] Other:
_

CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agenCIes.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
~th
the pro~
or 7(~ve
experience with the program in the future.

{()_,~tLJ.n

Name:~O${(

(

To assist review, please provide answers to the following question:
Personally Identifiable Information:
1. Is personally identifiable information (PH) collected? [ ] Yes [X] No
2. If Yes, will any information that is collected be included in records that are subject to the
Privacy Act of 1974? [] Yes [X] No
3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [ ] Yes [X]
No
Gifts or Payments:
Is an incentive (e.g., money or reimbursement

participants?

of expenses, token of appreciation) provided to

[ ] Yes [X] No

BURDEN HOURS
No. of
Respondents
58,800
1,200
60,000

Category of Respondent
State, Local, Tribal
Federal Government
Totals

Participation
Time
30 Seconds
30 Seconds

Burden
980
100
1,080

Estimated Annual Reporting Burden
Type of Collection

State, Local, Tribal
Federal Government

Hours per
Response

Total Hours

No. of
Respondents

Annual Frequency
per Response

58,800

2

.83% (30 Seconds)

980

1,200

10

.83% (30 Seconds)

100

FEDERAL COST: The estimated annual cost to the Federal government is: $7,600.00.
These costs are comprised of:
Initial Implementation
Annual Operations

= $1,600 (est. 20 Hours x $80/Hour

& Maintenance

(Avg CLiN Rate for an Application

= $6,000 (est. 120 Hours x $50/Hour

2

Programmer))

(Avg CLiN Rate for an Help Desk Specialist))

If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents
1. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?
[X] Yes
[] No
If the answer is yes, please provide a description of both below (or attach the sampling plan)? If
the answer is no, please provide a description of how you plan to identify your potential group of
respondents and how you will select them?
The universe of potential respondents consists of authorized users of Office of Justice
Programs IT systems.
Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[X] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [ ] Yes [X] No

3

Example of Collection Instrument:

Office of Justice Programs Service Desk Customer Satisfaction Survey
Please help us improve our services by answering the five following

questions.

1. Was the associate professional and courteous?

o 5 = Very Satisfied

o 4 = Satisfied
03 = Neutral
o 2 = Dissatisfied
o 1 = Very Dissatisfied
2. Did the associate demonstrate

sufficient technical knowledge while addressing your request?

o 5 = Very Satisfied
o 4 = Satisfied
o 3 = Neutral
o 2 = Dissatisfied
o 1 = Very Dissatisfied
3. Was the service provided in a timely manner?

o

5 = Very Satisfied
4 = Satisfied
3 = Neutral
2 = Dissatisfied
1 = Very Dissatisfied

o
o
o
o

4. How satisfied were you with the quality of service provided?

o
o
o
o
o

5 = Very Satisfied
4 = Satisfied
3 = Neutral
2"

Di«"tisfied

1" very Dissatisfied

5. How was your overall experience with the OJP ITService Desk?

o
o
o
o
o

*

U.S. Department
(Llr~IJ

LI'cL

,!)l"

5 = Very Satisfied
4 = Satisfied
3 = Neutral
2 = Dissatisfied
1 = Very Dissatisfied

'\

,h
• j'lll,

It'
I

II
l

,
).

h,

I

I,

t f

'.1.1"

t_.UUlt'ltd

~.h J'~'I
l'

of Justice, Office of Justice Program~, 810 7" Street, NW, Washington,
"!~I

1 If , I II ()III

·"Iinl
,

f

•

f'ql',rrrll;.
\

I'

I

~"h,

"')1(1<'11\

&.1
,hit t

IVllf

1'1'("'1'1

ltr(.'utJllll'···(

·f ...•
JI'
111,)1

urI\(

PI

,,,I..J,II
• (JI' ( "

4

1 ••

,,1)1.'

I(LI-,",
l I.

t,l

,I r~I'rl

I•• ju

,·.n,,1

l/(of'r.,,"O'iu
• Uffh,

d 'hi

qH'j
l)
l,I'fh

,rt,"'I!

-,

I\Jrll1l.llllwfI·(ltu
III

( ,

r"

.•

Jt111,

*

DC 20531
or

j"d.rd

,I\I.;II{};"
I ( \)1\)111

Jr ,

I'
til

,I,

II

.!:.~ll1..1,Lr,

III

Instructions

for completing Request for Approval under the "Generic

Clearance for the Collection of Routine Customer Feedback"
TITLE OF INFORMATION COLLECTION: Provide the name of the collection that is the
subject of the request. (e.g. Comment card for soliciting feedback on xxxx)
PURPOSE: Provide a brief description of the purpose of this collection and how it will be used.
If this is part of a larger study or effort, please include this in your explanation.
DESCRIPTION OF RESPONDENTS: Provide a brief description of the targeted group or
groups for this collection of information. These groups must have experience with the program.
TYPE OF COLLECTION: Check one box. If you are requesting approval of other
instruments under the generic, you must complete a form for each instrument.
CERTIFICATION: Please read the certification carefully. If you incorrectly certify, the
collection will be returned as improperly submitted or it will be disapproved.
Personally Identifiable Information: Provide answers to the questions. Note: Agencies
should only collect PH to the extent necessary, and they should only retain PH for the period of
time that is necessary to achieve a specific objective.
Gifts or Payments: If you answer yes to the question, please describe the incentive and provide
a justification for the amount.
BURDEN HOURS:
Category of Respondents: Identify who you expect the respondents to be in terms of the
following categories: (1) Individuals or Households;(2) Private Sector; (3) State, local, or tribal
governments; or (4) Federal Government. Only one type of respondent can be selected per row.
No. of Respondents: Provide an estimate of the Number of respondents.
Participation Time: Provide an estimate of the amount of time required for a respondent to
participate (e.g. fill out a surveyor participate in a focus group)
Burden: Provide the Annual burden hours: Multiply the Number of responses and the
participation time and divide by 60.
FEDERAL COST: Provide an estimate of the annual cost to the Federal government.

If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents. Please provide a description of how you plan to
identify your potential group of respondents and how you will select them. If the answer is yes,
to the first question, you may provide the sampling plan in an attachment.
Administration of the Instrument: Identify how the information will be collected. More than
one box may be checked. Indicate whether there will be interviewers (e.g. for surveys) or
facilitators (e.g., for focus groups) used.
Submit all instruments, instructions, and scripts are submitted with the request.

5