Form 048-20265 A5 048-20265 A5 FinCEN Products and Services Survey

FinCEN – Domestic Analytic Products Customer Satisfaction Questionnaire

FinCEN – Products and Services Survey

Customer Satisfaction Survey 2019

Introduction

FinCEN is committed to serving their customers and has commissioned the CFI Group, an independent third-party research group, to conduct this survey. FinCEN is asking for general feedback about the products or support you received so they can improve their service to you; there will not be any specific questions concerning past or current investigations.

The survey will take approximately 10 minutes to complete. Your answers are voluntary, but your opinions are very important. Your responses will remain anonymous and will only be reported in aggregate. This interview is authorized by Office of Management and Budget Control No. 1090-0007 which expires September 30, 2021.

Demographics

Demo1. Which of the following best describes your organization?

1. Department of Defense

   1. Army-CID

   2. NCIS

   3. Air Force-OSI

   4. Other (Specify)

2. Department of Homeland Security

   1. HSI

   2. ICE

   3. CBP

   4. USSS

   5. USCG

   6. Other (Specify)

3. Department of Treasury

   1. Internal Revenue Service-CI

   2. Internal Revenue Service-SBSE

   3. TIGTA

   4. TFI (Specify Office)

   5. Other (Specify)

4. Department of Justice

   1. DEA

   2. FBI

   3. USMS

   4. U.S. Attorney’s Office

   5. Other (Specify)

5. Federal Regulatory Agencies

   1. FRB

   2. OCC

   3. FDIC

   4. NCUA

   5. IRS

   6. Other (Specify)

6. Intelligence Community

   1. CIA

   2. DIA

   3. NSA

   4. NSC

   5. Other (Specify)

7. Other Federal Government Agency (Specify)

8. State/Local Law Enforcement and Regulators

   1. State LE Agency

   2. Local LE Agency

   3. Regulatory Agency

9. Other Agency (Specify)

Demo2. Which of the following best describes your location? (select one)

1. Headquarters

2. Regional or field office

Demo3. Which of the following best describes your position? (select one)

1. Senior Management, Policy or Advisory

2. Mid-Level Management or Supervisory

3. Non-Management

Intelligence Products

FinCEN’s Intelligence Division produces tactical and strategic intelligence reports about illicit finance threats involving terrorism financing, proliferation, cyber-enabled financial crimes, narcotics-related money laundering, significant fraud, professional money laundering networks, and the methods, trends and payment mechanisms associated with these threats. These types of products include the FinCEN Flash Report, Investigative Memorandum, Intelligence Assessment, Executive Alert, Financial Profile Report,and the Technical Bulletin.

SP1 Have you ever received an intelligence product from FinCEN?

1. Yes (Continue to next question)

2. No (Skip to next Section)

SP2  How do you typically receive FinCEN products?

1. Email from FinCEN

2. You retrieve products from the FinCEN portal

3. You retrieve products from the FinCEN Special Interest Group (SIG) located in the Law Enforcement Enterprise Portal (LEEP).

4. Email from a colleague

5. Other means not listed here (Please Specify)

SP3 What action did your organization take in response to the intelligence product from FinCEN? (Check all that apply)

1. Provided lead in current investigation

2. Opened case, inquiry, or project

3. Assigned for preliminary evaluation or investigation

4. Shared within my organization

5. Shared outside my organization

6. Retained for future use

7. Incorporated information into intelligence, investigative, or other reports

8. Initiated intelligence collection

9. Informed policy-making

10. Requested additional analytical support, and/or target and trends monitoring from FinCEN

11. Requested training from FinCEN

12. Requested other type of support from FinCEN (Specify)

13. Took no action

14. Other (Specify)

SP4 How useful was the intelligence product you received from FinCEN? (Check all that apply)

1. Provided information previously unknown

2. Supplemented, expanded, or reinforced known information

3. Contradicted known information

4. Assisted in planning or developing agency or unit objectives

5. Identified new investigative leads (e.g., financial transactions, bank accounts, assets, subject associations, etc.)

6. Helped enhance the focus and/or scope of your investigative and analytic efforts

7. Helped you better use resources

8. Assisted in comprehending and following illicit money flows through vulnerable payment processes and transactions

9. Not useful

10. Please specify uses not captured above (Specify)

SP5 On a scale from “1” to “10,” where “1” is “not valuable” and “10” is “very valuable,” please rate the value of the intelligence product(s) received from FinCEN.

SP6 How can FinCEN improve its intelligence products? (Open ended)

Case and Program Support

FinCEN provides specialized research and analysis of Bank Secrecy Act (BSA) data to support partner efforts to deter, identify, and investigate crime. FinCEN responses to requests for case and program support are called FinCEN Investigative Memorandums.

CS1 Have you ever requested case or program support from FinCEN?

1. Yes (Continue to next question)

2. No (Skip to next Section- Tactical and Strategic Intelligence Products)

CS2 How frequently have you have requested case or program support from FinCEN during the past 12 months?

1. Once

2. 2-3 times

3. 4 or more times

CS3 What are the reasons that you/your agency requested case or program support from FinCEN? (Check all that apply)

1. FinCEN has unique expertise related to analyzing the BSA data

2. FinCEN has access to unique sources of information

3. FinCEN has access to unique resources/analytical software

4. FinCEN has unique expertise or knowledge in/of specific field(s) of money laundering, financial crime, or other financial subject matter relevant to my area of responsibility

5. I do not/my agency does not have sufficient experience to do the analysis internally

6. I do not/my agency does not have sufficient resources to do the analysis internally

7. I do not/my agency does not have access to FinCEN Query

8. Please specify any other reasons not captured above (Open ended)

CS4 How did you use the case or program support information you received from FinCEN? (Check all that apply)

1. Verified existing information

2. Supplemented or expanded known information

3. Helped identify new leads (e.g., financial transactions, bank accounts, assets, subject associations, etc.)

4. Provided information previously unknown

5. Assisted in planning/developing plans or actions

6. Helped you better use resources

7. Not useful

8. Please specify uses not captured above (Open ended)

CS5 . On a scale from “1” to “10,” where “1” is “not valuable” and “10” is “very valuable,” please rate the value of the case or program support received from FinCEN.

314(a) Information Sharing Requests

FinCEN’s regulations under Section 314(a) of the USA PATRIOT Act enable law enforcement agencies, through FinCEN, to reach out to U.S. financial institutions to locate accounts and transactions of persons that may be involved in terrorism or significant money laundering. FinCEN receives requests from law enforcement and upon review, makes the information available to designated contacts within financial institutions via a secure Internet web site.

IS1. How many times have you have utilized FinCEN’s 314(a) program during the past 12 months?

1. None (skip to next Section)

2. Once (continue to QIS2)

3. 2-3 times (continue to QIS2)

4. 4 or more times (continue to QIS2)

IS2. On a scale from “1” to “10,” where “1” is “not at all useful” and “10” is “very useful,” please rate the usefulness of the 314(a) requests FinCEN processed on behalf of your agency for investigations of financial crimes or money laundering?

IS3.  On a scale from “1” to “10,” where “1” is “not very satisfied” and “10” is “very satisfied,” how satisfied are you with the timeliness of utilizing the 314(a) process?

IS4.  On a scale from “1” to “10,” where “1” is “not very satisfied” and “10” is” very satisfied,” how satisfied are you with the level of customer service you received from the 314 Program Office?

IS5. On a scale from “1” to “10,” where “1” is “not very satisfied” and “10” is “very satisfied,” please rate your/your agency’s satisfaction with the opportunities it has had to provide FinCEN with input or feedback on development, prioritization, and implementation of its 314(a) process. Select N/A if you have not provided FinCEN input or feedback on 314(a).

Training/Outreach Services

FinCEN provides a variety of training and outreach to its partners, including FinCEN Query/FinCEN Portal, as well as substantive subject matter training sessions on topics such as comprehending funds transfers, virtual currencies, securities and derivatives, money transfers, prepaid cards, and related trends. FinCEN also conducts outreach by attending a number of conferences each year and conducting information sessions for individual agencies on the types of products, topical expertise, and services it offers.

TO1. Have you or other staff from your agency attended training or outreach sessions offered by FinCEN?

1. Yes (if yes, specify the topic and continue to next question)

2. No (Skip to next Section)

TO2. Please identify all FinCEN training you attended.

1. FinCEN Query

2. The FinCEN Financial Analysis Conference – Held in Vienna, Virginia.

3. FinCEN presentation as part of a larger conference or training course – Please specify both event name and location (Open-end, specify)

TO3. On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the quality of Outreach and substance-related training, e.g. virtual currency or other payment systems

TO4. If you attended substance-related training, please provide further feedback on the value of the training (Open ended)

ACSI Benchmark Questions

Now we are going to ask you to please consider your overall experiences with FinCEN:

ASCI1. First, please consider your experiences with FinCEN’s product and service support over the past 12 months. Using a 10-point scale on which “1” means “Very dissatisfied” and “10” means “Very satisfied,” how satisfied are you with this support?

ASCI2. To what extent have FinCEN’s products and services met your expectations? Please use a 10-point scale on which "1" now means "Falls short of your expectations" and "10" means "Exceeds your expectations."

ASCI3. Forget about FinCEN’s product and service support for a moment. Now, imagine the ideal product or service support. How well do you think FinCEN’s support compares with that ideal? Please use a 10-point scale on which "1" means "Not very close to the ideal" and "10" means "Very close to the ideal."

Closing

FinCEN would like to thank you for your time and participation today. Your feedback is greatly appreciated. If you would like to inquire about any of the FinCEN products and services highlighted in this survey please contact the FinCEN resource center at [email protected]

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