Customer Satisfaction Survey 2020

Over the last year, the Office of the Chief Information Officer (OCIO) has been working diligently to transform its operations to better serve
the CDC community. Our goal in transforming is to increase the value OCIO provides to CDC programs, partners, stakeholders, and
customers.
Your feedback will help us harness the power of technology to enable the mission of public health. Please take a moment to rank and rate
the OCIO services you receive.
This survey is hosted by Gartner and is located on their website to ensure participant confidentiality. If you are using assistive technology
and experience any difficulty with the survey, please contact Gartner via email at [email protected]. Someone will respond
to your email within 24 hours to provide assistance.
Note: Please use the buttons at the bottom of each page to navigate through the survey (do not use your browser’s Back button). If you need
to exit and return at a later time, just click “SAVE” at the bottom on the page and then click in the email invitation to return.
The survey is being sent to a select number of CDC staff, so your feedback in very important. Thank you for your participation!

Public reporting burden of this collection of information varies from 15 to 20 minutes with an estimated average of 15 minutes per response, including the time
for reviewing instructions, searching existing data/information sources, gathering and maintaining the data/information needed, and completing and reviewing
the collection of information. An agency may not conduct or sponsor, and a person is not required to respond to a collection of information unless it displays a
currently valid OMB control number. Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions
for reducing this burden to CDC/ATSDR Information Collection Review Office, 1600 Clifton Road NE, MS D-74, Atlanta, Georgia 30333; ATTN: PRA
(0920-1050).

Following is a list of OCIO services provided. Check all the services that are important to you and that you have experience with.

OCIO Systems & Tools - includes applications developed and supported
by OCIO to provide CDC staff effective ways for conducting day-to-day
business across the agency.

Information and Systems Security (Cybersecurity) – includes
managing the CDC Cybersecurity Program to ensure CDC systems and
data are protected from unauthorized access.

IT Hardware Needs – includes determination of approved IT hardware
available for CDC staff, procurement guidance, as well as support and
maintenance.

IT Software Needs - includes determination, installation and
procurement guidance for approved level I, II, and III IT software, as well
as managing statistical and enterprise licensing.

Conferencing & Meeting Management Needs - includes a variety of
meeting and conferencing services.

Infrastructure Services - includes maintenance and support of the CDC
network, remote access options, SharePoint, out processing, and
external partner collaboration.

Technology Modernization - includes activities provided by OCIO to
modernize the CDC IT environment.

IT Project Management and Governance – ensures CDC information
systems and processes are developed and operated within acceptable
costs, reasonable time frames, and contributes to tangible, observable
improvements in mission performance and customer service.

Customer Communications - includes a variety of methods to share IT
related content to our customers.

Consultation, Planning & Development - includes server and data
management capabilities, consulting services, and support for CDC's
public health mission by developing, implementing, and managing
enterprise and program applications for the agency.

For each of the following previously selected important services, rate each service's importance to you from 1.0 to 5.0 with 1.0 being the
lowest and 5.0 being the highest. Feel free to use a decimal in your assessment.
Importance
Rating
OCIO Systems & Tools - includes applications developed and supported by OCIO to provide CDC staff effective ways for conducting day-today business across the agency.
IT Hardware Needs – includes determination of approved IT hardware available for CDC staff, procurement guidance, as well as support and
maintenance.
Conferencing & Meeting Management Needs - includes a variety of meeting and conferencing services.
Technology Modernization - includes activities provided by OCIO to modernize the CDC IT environment.
Customer Communications - includes a variety of methods to share IT related content to our customers.
Information and Systems Security (Cybersecurity) – includes managing the CDC Cybersecurity Program to ensure CDC systems and data
are protected from unauthorized access.
IT Software Needs - includes determination, installation and procurement guidance for approved level I, II, and III IT software, as well as
managing statistical and enterprise licensing.
Infrastructure Services - includes maintenance and support of the CDC network, remote access options, SharePoint, out processing, and
external partner collaboration.
IT Project Management and Governance – ensures CDC information systems and processes are developed and operated within acceptable
costs, reasonable time frames, and contributes to tangible, observable improvements in mission performance and customer service.
Consultation, Planning & Development - includes server and data management capabilities, consulting services, and support for CDC's
public health mission by developing, implementing, and managing enterprise and program applications for the agency.

For each of the following previously selected important services, rate your satisfaction with OCIO’s ability to meet your needs on a scale of
1.0 to 5.0 with 1.0 being the lowest and 5.0 being the highest. Feel free to use a decimal in your assessment. Please use the feedback section
to tell us what we are doing right and what we need to improve.
Satisfaction
Rating
OCIO Systems & Tools - includes applications developed and supported by OCIO to provide CDC staff effective ways for conducting day-today business across the agency.
IT Hardware Needs – includes determination of approved IT hardware available for CDC staff, procurement guidance, as well as support and
maintenance.
Conferencing & Meeting Management Needs - includes a variety of meeting and conferencing services.
Technology Modernization - includes activities provided by OCIO to modernize the CDC IT environment.
Customer Communications - includes a variety of methods to share IT related content to our customers.
Information and Systems Security (Cybersecurity) – includes managing the CDC Cybersecurity Program to ensure CDC systems and data
are protected from unauthorized access.
IT Software Needs - includes determination, installation and procurement guidance for approved level I, II, and III IT software, as well as
managing statistical and enterprise licensing.
Infrastructure Services - includes maintenance and support of the CDC network, remote access options, SharePoint, out processing, and
external partner collaboration.
IT Project Management and Governance – ensures CDC information systems and processes are developed and operated within acceptable
costs, reasonable time frames, and contributes to tangible, observable improvements in mission performance and customer service.
Consultation, Planning & Development - includes server and data management capabilities, consulting services, and support for CDC's
public health mission by developing, implementing, and managing enterprise and program applications for the agency.

OCIO Systems and Tools - Please rate your satisfaction with each of the following:
Very
Very
Satisfied Neutral Dissatisfied
Satisfied
Dissatisfied

CDC Neighborhood
Please provide a reason for your rating and/or a suggestion for improvement.

Distribution List Management Tool (DLMT)
Please provide a reason for your rating and/or a suggestion for improvement.

Enterprise Application Systems Integrator (EASI)
Please provide a reason for your rating and/or a suggestion for improvement.

Enterprise Reporting System (ERS)
Please provide a reason for your rating and/or a suggestion for improvement.

Individual Learning Account (ILA)
Please provide a reason for your rating and/or a suggestion for improvement.

Local Travel
Please provide a reason for your rating and/or a suggestion for improvement.

Password Reset Tool
Please provide a reason for your rating and/or a suggestion for improvement.

People Processing
Please provide a reason for your rating and/or a suggestion for improvement.

Performance Management Appraisal System (PMAS)
Please provide a reason for your rating and/or a suggestion for improvement.

Safety Survival Skills Training and Tracking System
Please provide a reason for your rating and/or a suggestion for improvement.

Software Request Tool (SRT)

N/A

Please provide a reason for your rating and/or a suggestion for improvement.

Telework Management System (TMS)
Please provide a reason for your rating and/or a suggestion for improvement.

Virtual Private Network (VPN)
Please provide a reason for your rating and/or a suggestion for improvement.

Time and Attendance (TASNet)
Please provide a reason for your rating and/or a suggestion for improvement.

If you could improve one thing about OCIO Systems and Tools, what would it be?

Information and Systems Security - Please rate your satisfaction with each of the following:
Very
Very
Satisfied Neutral Dissatisfied
Satisfied
Dissatisfied

Security Awareness Training (SAT)
Please provide a reason for your rating and/or a suggestion for improvement.

Significant Security Responsibilities - Role Based Training (RBT)
Please provide a reason for your rating and/or a suggestion for improvement.

System Assessment and Authorization (SA&A)
Please provide a reason for your rating and/or a suggestion for improvement.

Privacy Impact Assessment (PIA)
Please provide a reason for your rating and/or a suggestion for improvement.

Reporting a malware incident
Please provide a reason for your rating and/or a suggestion for improvement.

Reporting a suspected phishing email
Please provide a reason for your rating and/or a suggestion for improvement.

Reporting lost or stolen equipment
Please provide a reason for your rating and/or a suggestion for improvement.

Firewall Change Request
Please provide a reason for your rating and/or a suggestion for improvement.

System or application vulnerability scanning request
Please provide a reason for your rating and/or a suggestion for improvement.

If you could improve one thing about Information and Systems Security, what would it be?

N/A

Infrastructure Services - Please rate your satisfaction with each of the following:
Very
Very
Satisfied Neutral Dissatisfied
Satisfied
Dissatisfied

VPN
Please provide a reason for your rating and/or a suggestion for improvement.

CITGO
Please provide a reason for your rating and/or a suggestion for improvement.

Mobile
Please provide a reason for your rating and/or a suggestion for improvement.

SAMS
Please provide a reason for your rating and/or a suggestion for improvement.

CDCJOIN
Please provide a reason for your rating and/or a suggestion for improvement.

Network Logon
Please provide a reason for your rating and/or a suggestion for improvement.

Smart Card Certificates
Please provide a reason for your rating and/or a suggestion for improvement.

Digital Signatures
Please provide a reason for your rating and/or a suggestion for improvement.

Password Support
Please provide a reason for your rating and/or a suggestion for improvement.

Global Connectivity
Please provide a reason for your rating and/or a suggestion for improvement.

Campus network connectivity

N/A

Please provide a reason for your rating and/or a suggestion for improvement.

Internet network connectivity
Please provide a reason for your rating and/or a suggestion for improvement.

Server & application hosting
Please provide a reason for your rating and/or a suggestion for improvement.

Cloud computing capabilities
Please provide a reason for your rating and/or a suggestion for improvement.

SharePoint
Please provide a reason for your rating and/or a suggestion for improvement.

O365
Please provide a reason for your rating and/or a suggestion for improvement.

OneDrive
Please provide a reason for your rating and/or a suggestion for improvement.

Teams
Please provide a reason for your rating and/or a suggestion for improvement.

In/Out Processing Services
Please provide a reason for your rating and/or a suggestion for improvement.

If you could improve one thing about Infrastructure Services, what would it be?

Consultation, Planning & Development - Please rate your satisfaction with the following:
Very
Very
Satisfied Neutral Dissatisfied
Satisfied
Dissatisfied

Program Application Development (Desktop and Mobile)
Please provide a reason for your rating and/or a suggestion for improvement.

Project Management Support
Please provide a reason for your rating and/or a suggestion for improvement.

Systems Analysis (Analysis of Alternatives)
Please provide a reason for your rating and/or a suggestion for improvement.

Cloud Computing
Please provide a reason for your rating and/or a suggestion for improvement.

Server/Application Hosting
Please provide a reason for your rating and/or a suggestion for improvement.

Third Party Tools (APIs, websites)
Please provide a reason for your rating and/or a suggestion for improvement.

If you could improve one thing about Consultation, Planning and Development, what would it be?

N/A

On average, prior to mandatory telework, how many days of the week do you work remotely?
0
1
2
3
4+

How would you rate your satisfaction with each of the following while teleworking:
Very
Very
Satisfied Neutral Dissatisfied
Satisfied
Dissatisfied

Ability to accomplish work remotely
Please provide a reason for your rating and/or a suggestion for improvement.

Ease of use connecting to O365
Please provide a reason for your rating and/or a suggestion for improvement.

Ease of use connecting to VPN
Please provide a reason for your rating and/or a suggestion for improvement.

Ease of use connecting to CITGO
Please provide a reason for your rating and/or a suggestion for improvement.

Ability to access CDC applications
Please provide a reason for your rating and/or a suggestion for improvement.

Ability to collaborate
Please provide a reason for your rating and/or a suggestion for improvement.

Remote Help Desk support
Please provide a reason for your rating and/or a suggestion for improvement.

Use of internet/intranet
Please provide a reason for your rating and/or a suggestion for improvement.

N/A

If you could improve one thing about telework services, what would it be?

Please rank the following in your preferred order to receive communication from OCIO:
Unranked Choices
CDC Connects Home Page
Consolidated Daily Announcements (CDA)
Customer Solution Accelerators (CSAs)
Email
In-Person Demo’s, Updates, Q&A
IT ServiceDesk Portal
Newsletter
OCIO Website
On-line Demo’s, Updates, Q&A
Recorded Information

Ranked Choices
No Items Ranked

With which Organizational Unit are you associated? (This list is based on the current CDC Organizational chart posted at
ttp://www.cdc.gov/maso/pdf/CDC_detailed.pdf.)
CDC Washington Office
Center for Global Health (CGH)
Center for Preparedness and Response (CPR)
Center for State, Tribal, Local and Territorial Support (CSTLTS)
Center for Surveillance, Epidemiology and Laboratory Services (CSELS)
Deputy Director for Infectious Diseases
Deputy Director for Non-Infectious Diseases
Deputy Director for Public Health Science and Surveillance
Deputy Director for Public Health Service and Implementation Science
National Center for Chronic Disease Prevention and Health Promotion (NCCDPHP)
National Center for Emerging and Zoonotic Infectious Diseases (NCEZID)
National Center for Environmental Health/Agency for Toxic Substances and Disease Registry (NHCEH/ATSDR)
National Center for Health Statistics (NCHS)
National Center for HIV/AIDS, Viral Hepatitis, STD, and TB Prevention (NCHHSTP)
National Center for Immunization and Respiratory Diseases (NCIRD)
National Center for Injury Prevention and Control (NCIPC)
National Center on Birth Defects and Developmental Disabilities (NCBDDD)
National Institute for Occupational Safety and Health (NIOSH)
Office of Equal Employment Opportunity (OEEO)
Office of Laboratory Science and Safety (OLSS)
Office of Minority Health and Health Equity (OMHHE)
Office of Science (OS)
Office of the Associate Director for Communications (OADC)
Office of the Associate Director for Policy and Strategy (OADPS)
Office of the Chief of Staff (OCS)
Office of the Chief Information Officer (OCIO)
Office of the Chief Operating Officer (OCOO)
Office of the Director (OD)

Other - Please Specify:

At which campus do you primarily work?
Atlanta - Century Center
Atlanta - Chamblee
Atlanta - Clifton Road/Roybal
Atlanta - Corporate Square
Atlanta - Lawrenceville
Atlanta - PGO Warehouse
District at Chamblee / UOP
Anchorage
Cincinnati
Denver
Fort Collins
Hyattsville
Morgantown
Pittsburgh
Research Triangle Park (RTP)
San Juan
Spokane
Washington DC
Other - Please specify:

What is your employee status?
Employee
Contractor
Fellow
Student
Commissioned Corps

Guest Researcher
Other - Please Specify:

At what relative grade level do you work?
Executive (e.g., SES, Corps O-7/O-8)
Senior Managers (e.g., GS 14/15, Corps O-6)
Managers (e.g., GS13, Corps O-5)
Staff (e.g., GS 12 and below, Corps O-4 and below)

Please select your primary job function:

Accounting/Budget/Finance
Administrative
Building/Facilities
Communications
Contracts/Grants
Emergency Response
Engineer
Epidemiologist
Informatics and Information Technology
Laboratory/Animal Care
Library Services
Medical
Physical Security
Public Health Advisor/Analyst
Scientist
Statistician
Writer/Editor
Other - Please Specify:

How long have you been with CDC?
Less than one year
One to five years
More than five years to ten years
More than ten years to fifteen years
More than fifteen years

Please provide us with any additional comments/feedback you might have regarding the OCIO Support and Services you receive.

Thank you for completing the survey. Please click the "Submit" button, located below, to submit and register your final responses.
Your survey responses will be received by Gartner and processed. Results will be tallied and reported at a later date.