0197-ss-b 10.25.16

0197-SS-B 10.25.16.doc

Voluntary Customer Satisfaction Surveys to Implement Executive Order 12862 in the Substance Abuse and Mental Health Services Administration (SAMHSA)

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SUPPORTING STATEMENT


Voluntary Customer Surveys to Implement

Executive Order 12862 in the

Substance Abuse and Mental Health Services Administration


B. Statistical Methods


1. Potential Respondent Universe and Sample Selection Method


The respondent universe will be separately identified for each program whose customers are to be surveyed. Developmental activities, such as focus groups, will be designed to assure inclusion of an appropriate range of customers; quantitative activities will be carried out using sampling procedures developed to be properly representative of the universe.


Surveys will be designed to minimize burden on respondents while obtaining essential information. The expectation is that information collection instruments will require no more than 15 minutes response time, on average. Focus groups will generally last for one hour and a half (plus travel time).


In virtually all instances, there will be existing lists of "customers" readily available for sampling. (e.g., mailing lists for publications, recipients of particular materials or services within known customer groups. Appropriate probability sampling techniques will be used to select samples.


2. Information Collection Procedures


All data collection will be conducted in a manner that is consistent with the following principles:


o Appropriate sample sizes will be determined for each activity to assure that burden is minimized while reliable estimates are produced.


o Participation will be fully voluntary, and non-participation will have no impact on eligibility for or receipt of future services. If necessary, steps will be taken to ensure unbiased completion of questionnaires by use of third-party distribution and receipt by a party not directly involved in provision of the service being assessed.


o Information to be collected will be limited to that needed to assess customer satisfaction. Repeated implementation of quantitative surveys will be at an interval appropriate to measure the impact of changes and to monitor ongoing levels of satisfaction.

o Efforts will be made to obtain the highest possible response rates, given the voluntary nature of the data collection efforts. To the extent feasible, efforts will be made to assess non-response bias.


3. Methods to Maximize Response Rates


Consistent with sound survey methodology, the design of each quantitative survey will include approaches to maximize response rates, while retaining the voluntary nature of the effort. For mail surveys, for example, this is expected to include a postcard followup, a second mailing of the questionnaire, and possibly some telephone followup, if phone numbers are available.


4. Tests of Procedures


It is anticipated that some surveys will begin with focus groups or similar efforts to identify the views and concerns of customers. More formal pretesting will be carried out at a level and in a manner consistent with the specific survey. All mail and telephone surveys are expected to include pretesting with a small number of customers, with telephone debriefing of pretest respondents as needed to clarify responses.


5. Statistical Consultation and Independent Review


Each program will obtain input from statisticians in the development, design, conduct and analysis of customer satisfaction surveys. This statistical expertise will be available from agency statisticians or from contractors. Proposals for specific customer satisfaction surveys within SAMHSA will be developed by program offices and submitted to the SAMHSA Reports Clearance Officer for review and approval.




LIST OF ATTACHMENTS


A. Executive Order 12862


B. List of Approved, Ongoing Customer Satisfaction Surveys











ATTACHMENT A




Executive Order 12862


Setting Customer Service Standards


Putting people first means ensuring that the Federal Government provides the highest quality service possible to the American people. Public officials must embark upon a revolution within the Federal Government to change the way it does business. This will require continual reform of the executive branch's management practices and operations to provide service to the public that matches or exceeds the best service available in the private sector.


NOW, THEREFORE, to establish and implement customer service standards to guide the operations of the executive branch, and by the authority vested in me as President by the Constitution and the laws of the United States, it is hereby ordered:



Section 1. Customer Service Standards. In order to carry out the principles of the National Performance Review, the Federal Government must be customer‑driven. The standard of quality for services provided to the public shall be: Customer service equal to the best in business. For the purposes of this order, "customer" shall mean an individual or entity who is directly served by a department or agency. "Best in business" shall mean the highest quality of service delivered to customers by private organizations providing a comparable or analogous service.


All executive departments and agencies (hereinafter referred to collectively as "agency" or "agencies") that provide significant services directly to the public shall provide those services in a manner that seeks to meet the customer service standard established herein and shall take the following actions:


(a) identify the customers who are, or should be, served by the agency;


(b) survey customers to determine the kind and quality of services they want and their level of satisfaction with existing services;

(c) post service standards and measure results against them;

(d) benchmark customer service performance against the best in business;


(e) survey front‑line employees on barriers to, and ideas for, matching the best in business;


(f) provide customers with choices in both the sources of service and the means of delivery;

(g) make information, services, and complaint systems easily accessible; and


(h) provide means to address customer complaints.


Section 2. Report on Customer Service Surveys. By March 8, 1994, each agency subject to this order shall report on its customer surveys to the President. As information about customer satisfaction becomes available, each agency shall use that information in judging the performance of agency management and in making resource allocations.


Section 3. Customer Service Plans. By September 8, 1994, each agency subject to this order shall publish a customer service plan that can be readily understood by its customers. The plan shall include customer service standards and describe future plans for customer surveys. It also shall identify the private and public sector standards that the agency used to benchmark its performance against the best in business. In connection with the plan, each agency is encouraged to provide training resources for programs needed by employees who directly serve customers and by managers making use of customer survey information to promote the principles and objectives contained herein.


Section 4. Independent Agencies. Independent agencies are requested to adhere to this order.


Section 5. Judicial Review. This order is for the internal management of the executive branch and does not create any right or benefit, substantive or procedural, enforceable by a party against the United States, its agencies or instrumentalities, its officers or employees, or any other person.


WILLIAM J. CLINTON


THE WHITE HOUSE,

September 11, 1993.









ATTACHMENT B




Approved, Continuing SAMHSA Customer Satisfaction Surveys

Response Annual Burden Summary Table for Continuing SAMHSA OMB-Approved Customer Satisfaction Surveys



Project Title


Sponsoring Component


Annual Respondents


Total Annual Burden Hours

CSAT DSCA Block Grant Customer Satisfaction Survey*

Center for Substance Abuse Treatment

54

54

CSAT Best Practices GPRA Customer Satisfaction Forms*

Center for Substance Abuse Treatment

20,710

4,909

Recovery Month Feedback Form

Center for Substance Abuse Treatment

3,750

626

Children=s MH Program TA Program Customer Satisfaction

Center for Mental Health Services

179

31

Conference Forms for the National Center for Mental Health Promotion and Youth Violence Prevention

Center for Mental Health Services

960

384

Annual Online Grantee Assessment Form for TA National Center for Mental Health Promotion and Youth Violence Prevention

Center for Mental Health Services

480

120

Mental Health Conference Grants Program

Center for Mental Health Services

1,800

300

MH Children=s Program: Grant Communities Member Satisfaction with TA by National Communications Team

Center for Mental Health Services

129

21

CSAT KAP Program New Product Customer Satisfaction*

Center for Substance Abuse Treatment

500

100

Consumer TA Center Customer Satisfaction Survey*

Center for Mental Health Services

2,000

340

CAPT Customer Satisfaction Forms *

Center for Substance Abuse Prevention

16,710

3,631

Resource Center to Address Discrimination and Stigma Associated with Mental Illness (ADS Center)

Center for Mental Health Services

1,650

119

Strategic Prevention Framework Advancement and Support Project*

Center for Substance Abuse Prevention

180

118

National Center for Mental Health Promotion and Youth Violence Prevention

Center for Mental Health Services

100

12

Suicide Prevention Resource Center

Center for Mental Health Services

1,192

221

Child Adolescent and Family Branch Technical Assistance Meetings

Center for Mental Health Services

3,920

280

System of Care Grantee Survey

Center for Mental Health Services

280

47

SAIS*

Center for Substance Abuse Treatment

506

40

National Suicide Prevention Lifeline Communications Customer Satisfaction

Center for Mental Health Services

430

73

FASD Feedback Forms for Training and TA

Center for Substance Abuse Prevention

5,405

601

Modular Survey on Consumer Perceptions of Care

Center for Substance Abuse Treatment

1,650

275

Grant Applicant and Grant Review Surveys

OMTO

236

40

CMHS-GPRA Satisfaction Assistance Survey*

Center for Mental Health Services

800

128

Opioid Treatment Programs of Modular Survey – OTP Questions

Center for Substance Abuse Treatment

1,200

300

Recovery to Practice Resource Center TA and Webinar Form

Center for Mental Health Services

1,880

156

Shared Decision-Making in Mental Health Decision Support Tools

Center for Mental Health Services

724

171

Child Adolescent and Family Branch New Community Technical Assistance Visit Survey

Center for Mental Health Services

180

30

Child Adolescent and Family Branch Contractor End-of-Email Survey

Center for Mental Health Services

300

18

Co-Occurring Disorders Integration and Innovation (CODI)

Center for Mental Health Services

2,985

241

Child Adolescent and Family Branch Technical Assistance Visit Survey

Center for Mental Health Services

880

126

Child Adolescent and Family Branch Mid-Course Feedback Survey

Center for Mental Health Services

100

20

Child Adolescent and Family Branch Learning Event Feedback Survey

Center for Mental Health Services

190

29

Child Adolescent and Family Branch Technical Assistance Enterprise Feedback Survey

Center for Mental Health Services

626

125

Training and Technical Assistance Performance Measures

Center for Substance Abuse Prevention

4,694

389

Prevention Fellowship Program

Center for Substance Abuse Prevention

64

6

Child Adolescent and Family Branch Technical Assistance Feedback Survey – Grantee Communities

Center for Mental Health Services

96

16

EVOLVE Feedback Survey

OMTO

700


56

System of Care Statewide Expansion Cooperative Agreement Coaching Impact Survey for Grantees

Center for Mental Health Services

20

7

Public Engagement Platform Surveys

OC

888

57

Training and Technical Assistance On-line Tutorials

CMHS

1,850

154

TA Center in Children’s Behavioral Health

CMHS

400

136

SBIRT Organizational Readiness and Satisfaction Survey

CSAT

410

62

Public Engagement Platform

OC

600

48

Knowledge Application Program Product

CSAT

500

100

TOTAL


83,340

14,739

*GPRA related


2



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