ACSI Accountability Measures

Appendix 4
AMERICAN CUSTOMER SATISFACTION INDEX
AND CSBG ACCOUNTABILITY
What is the American Customer Satisfaction Index (ACSI)?
The ACSI is the only national cross-industry/government measure of customer satisfaction in the
United States. Since 1994, the ACSI has measured satisfaction, its causes, and its effects for seven
economic sectors, 41 industries, and more than 200 of the largest U.S. corporations. The ACSI has
been used to measure hundreds of services and programs of Federal Government agencies since
1999, ranging from retirement benefits and tax returns to national parks and Federal grants.
The ACSI is co-sponsored by the American Society of Quality (ASQ), the University of Michigan
Business School, and the CFI Group, a global company based in Ann Arbor, Michigan, which is the
entity that administers the survey for Federal agencies. Read more on the ACSI
Website: www.theacsi.org.
Why did OCS select the ACSI methodology as the survey tool for collecting data about
performance on the CSBG Accountability Measures?
The ACSI provides an independent, cost-effective, highly valid and reliable measure of satisfaction.
It is considered the “gold standard” for customer satisfaction measurement. Use of the ACSI will
allow for the collection of consistent, uniform information from States and eligible entities across
the country, and will provide OCS and the States with actionable insights to improve their customer
experience and boost program results.
As the CFI Group administers the survey, neither OCS nor the States will be required to handle any
of the administrative details of the survey except to develop the survey instruments. OCS has relied
on a working group of State and eligible entities to develop survey questions for CSBG.
What is the history of the ACSI and OCS?
In 2009, as part of an effort to maximize program performance, OCS’ Assets for Independence
(AFI) program conducted its first ACSI survey of grantees to assess satisfaction with the services
OCS provided to grantee organizations. Follow-on surveys for AFI were conducted in 2011 and
2015.
In 2012, OCS used the ACSI survey to measure the experience of CSBG and Low Income Home
Energy Assistance Program (LIHEAP) grantees. OCS tailored the survey to address five critical
areas of grantee satisfaction: grants requirements and reporting; accessing grant funds; technical
assistance provided by OCS staff; training provided by OCS staff; and OCS-funded technical
assistance. Based on feedback from the survey, OCS CSBG and LIHEAP program offices
undertook efforts to improve in these areas. These efforts are ongoing. OCS remains committed to
improving the services and tools it provides States so States, in turn, can support their local agencies
in achieving the goals of CSBG and LIHEAP.

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How does OCS plan to use the ACSI for CSBG in the future?
OCS plans to use the ACSI to conduct nationally administered surveys of CSBG States and eligible
entities as part of the enhanced CSBG accountability and performance management system. In fall
2015, OCS will use the ACSI for a national survey to obtain feedback from CSBG eligible entities
about services provided by the State CSBG Lead Agencies. In particular, the survey will focus on
critical performance areas identified in the new State accountability measures. The survey will also
obtain information about eligible entity training and technical assistance needs.
OCS also plans to use the ACSI for a second national survey of the CSBG State Lead Agencies to
assess satisfaction with CSBG services provided by OCS. The State survey will focus on
performance areas described in the new Federal accountability measures, as well as collect
information about State training and technical assistance needs.
How will the survey results be used?
OCS and the States will use the results from the surveys to learn about performance, as well as
training and technical assistance needs. The ACSI “cause and effect” model not only highlights
program strengthes and weaknesses, but also identifies specific improvements that will have the
greatest impact on customer service. Each State will use the survey information to identify areas
and strategies for improvement, which the State will describe in its next State plan. OCS will
likewise use the survey to identify actions to improve service delivery to the States.
The purpose of using this national survey tool is to improve the efficiency and effectiveness of the
States and OCS. The survey results will not be used to make policy or funding decisions.
Will OCS publish survey results?
The survey results are for internal use and are meant to assist the CSBG Network in improving its
efforts on behalf of low-income families and communities. OCS will not publish any specific state
survey results on the OCS website.
By the end of the calendar year during which the survey is conducted, OCS will provide
information about individual State survey results to each State. We expect the States to inform their
eligible entities of the results of their survey. OCS will also provide to the States information about
the results of the Federal survey and subsequent planned actions to improve services, including
training and technical assistance.
Which State Accountability Measures would the ACSI survey measure?
The ACSI will be used to collect information from the eligible entities on the following State
accountability measures. (See Appendix 2 for the complete list of State measures.)

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Development of the State Plan
1Sb. Using data from a nationally administered survey1 of eligible entities, and feedback from
OCS and other sources, the State adjusted its plan (in the next State plan submission), as
appropriate, to improve performance regarding:
i. the extent of eligible entity participation in developing the State plan; and
ii. how well the State plan reflects the input of the eligible entities. 2
Implementation of the State Plan
Distribution of Funds
2Sb. Using data from a nationally administered survey3 of eligible entities and feedback from
OCS and other sources, the State adjusted its plan (in the next State plan submission), as
appropriate, to improve the quality of grant and/or contract administration.
Use of Remainder/Discretionary Funds
3Sb. Using data from a nationally administered survey4 of eligible entities, and feedback from
OCS and other sources, the State adjusted its plan (in the next State plan submission), as
appropriate, to improve its use of remainder/discretionary funds.
3Sd. Using data from a nationally administered survey5 of eligible entities, and feedback from
OCS and other sources, the State adjusted its plan (in the next State plan submission), as
appropriate, to improve the training and technical assistance provided to the eligible entities.
Grantee Monitoring and Corrective Action
4Sb. Using data from a nationally administered survey6 of eligible entities, and feedback from
OCS and other sources, the State adjusted its plan (in the next State plan submission), as
appropriate, to improve its monitoring activities.
State Linkages and Communication
7Sb. Using data from a nationally administered survey7 of eligible entities, and feedback from
OCS and other sources, the State adjusted its plan (in the next State plan submission), as
appropriate, to improve its communication efforts.
Which Federal Accountability Measures would the ACSI survey measure?
The ACSI will be used to collect information from the States about the following Federal
accountability measures. (See Appendix 3 for the complete list of Federal measures.)

1

OCS will use the American Customer Satisfaction Index (ACSI), OMB-approved methodology.
State Accountability Measures 1Sb, 2Sb, 3Sb, 3Sd, 4Sb, and 7Sb are measures of eligible entity satisfaction
with the state’s performance of critical elements of the State plan.
3
OCS will use the ACSI, OMB-approved methodology.
4
OCS will use the ACSI, OMB-approved methodology.
5
OCS will use the ACSI, OMB-approved methodology.
6
OCS will use the ACSI, OMB-approved methodology.
7
OCS will use the ACSI, OMB-approved methodology.
2

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State Plan Review and Acceptance
1Fb. Using data from a nationally administered survey8 of the States and feedback from other
sources, OCS made organizational adjustments, as appropriate, to improve performance
regarding its grant management services.
Grant Monitoring and Corrective Action
3Fd. Using data from a nationally administered survey9 of the States and feedback from other
sources, OCS made organizational adjustments, as appropriate, to improve its grant
monitoring activities.
Data Collection, Analysis and Reporting
4Fb. Using data from a nationally administered survey10 of the States and feedback from other
sources, OCS made organizational adjustments, as appropriate, to improve the quality of
feedback provided by OCS about the State reports.
Training and Technical Assistance
6Fc. Using data from a nationally administered survey11 of the States and feedback from other
sources, OCS made organizational adjustments, as appropriate, to improve training and
technical assistance provided by contractors and OCS staff.
Communications
7Fb. Using data from a nationally administered survey12 of the States and feedback from other
sources, OCS made organizational adjustments, as appropriate, to improve performance its
communication efforts.
Grantee Satisfaction
8F.
By 20xx, OCS achieves an overall satisfaction score of “x” (TBD). 13

8

OCS will use the American Customer Satisfaction Index (ACSI), OMB-approved methodology.
OCS will use the ACSI, OMB-approved methodology.
10
OCS will use the ACSI, OMB-approved methodology.
11
OCS will use the ACSI, OMB-approved methodology.
12
OCS will use the ACSI, OMB-approved methodology.
13
OCS will use the ACSI. The targets will be determined based on the results of the FY 2016 ACSI survey
results.
9