Customer Satisfaction Survey for NTOS External Partners

NATIONAL THREAT OPERATIONS SECTION (NTOS) STRATEGIC REVIEW
This survey is issued by the U.S. Department of Justice, Federal Bureau of Investigation, CJIS Division

In an effort to gauge the level of service NTOS provides to fusion centers/law enforcement agencies (FC/LEA), the
CJIS Division’s Strategic Review Unit (SRU) respectfully requests participation in the following survey. The
feedback you provide will ensure NTOS service delivery remains aligned with the needs of the FC/LEA community
and will help strengthen the partnerships offered by the CJIS Division.
There are approximately 25 questions on the survey and the average completion time is 15 to 20 minutes. All
responses on an individual level will be kept confidential and only the FC/LEA designation will be reported with the
data. The survey will be open from October XX to October XX. Should you have any questions about your
participation, please contact either of the following individuals.
Kari Plybon, 304-625-8113, [email protected]
Marshal Allen Sherry, 304-625-7598, [email protected]

What FC/LEA are you employed at?

Who is your FC/LEA governed by?

What is your title?

We understand that FC/LEA staff varies based on resources, area of operation, and mission.
Please estimate the percent of your total staff that falls into each category (must total 100%
across all categories):
State
Local
Tribal
Territorial
Private Sector
Federal

Please identify if you have any other of the following functions embedded within your
FC/LEA. Please select all that apply:
Corrections/Parole/Probation
Emergency Management
Cyber Security
Additional criminal justice function areas embedded within your FC/LEA (please specify):

In your opinion, as a FC/LEA that receives dual routed threats to life (TTL) with an FBI field
office, who has the primary responsibility for actioning TTL Guardians?
The field office.
The FC/LEA.
It is a shared responsibility.

If applicable, please explain why you believe your selected choice (field office or FC/LEA) has
primary responsibility

* When you receive a dual-routed Guardian, how frequently do you initiate contact with the
FBI field office?
Always
Usually
Sometimes
Rarely
Never

NATIONAL THREAT OPERATIONS SECTION (NTOS) STRATEGIC REVIEW
Please briefly describe the FC/LEA's established procedure for contacting the FBI in response
to receiving a dual-routed Guardian.

NATIONAL THREAT OPERATIONS SECTION (NTOS) STRATEGIC REVIEW
On average, what is the total number of staff available on each shift to process TTLs from
NTOS?
Day shift:
Afternoon shift:
Night shift:

Approximately how many stakeholders/law enforcement partners do you currently
serve/support in relation to handling TTL Guardians from NTOS?

When does your FC/LEA begin actioning a TTL?
Once the eGuardian is received.
Once we receive telephone notification from NTOS personnel.
It depends on the situation.
If actioning is situational, please explain:

Please indicate the medium(s) your FC/LEA uses when disseminating a TTL from NTOS (e.g.,
telephone, e-mail, teletype):

Please identify any technical, personnel, or funding issues that currently affect your ability to
process TTLs from NTOS:

Are you aware of the TTL definition NTOS must follow when actioning a TTL?
Yes
No

Has NTOS management ever contacted your FC/LEA to assess the current partnership?
Yes
No
Unsure

NTOS receives tips regarding a variety of allegation types beyond TTL. Would your FC/LEA
have the capability to receive this information?
Yes
No
Unsure

NTOS receives tips regarding a variety of allegation types beyond TTL. Would your FC/LEA
have an interest in receiving additional (non-TTL) information?
Yes
No
Unsure

Would receiving notification on any changes in the NTOS TTL protocols (e.g., heightened
awareness due to specific events) be beneficial to your FC/LEA?
Yes
No

Would your agency benefit in NTOS TTL training on NTOS processes (i.e., information on
how and/or why NTOS processes a TTL)?
Yes
No

NATIONAL THREAT OPERATIONS SECTION (NTOS) STRATEGIC REVIEW
When considering all interactions over the past twelve months, please indicate your
satisfaction with:

Very satisfied

Satisfied

Neither satisfied
nor dissatisfied

Dissatisfied

Very dissatisfied

The quality of the
information you
receive via the
telephone from
NTOS personnel.
The general
interaction with
NTOS personnel.
The quality of
information received
via eGuardian.
The overall level of
NTOS service
delivery.

What would be your top recommendation for improving information sharing between your
FC/LEA and NTOS?

Please provide feedback to help us understand any instance(s) where you were less than
satisfied with your NTOS interactions:

Please provide us with anything else relevant to improving the overall NTOS experience.

The Strategic Review Team is interested in hearing more about your specific experiences with
NTOS.
If you would like to make yourself available for a follow-up, please provide your information
below. (Name, email and/or phone number)
Name

Agency

Email Address

Phone Number

Privacy Act Statement
Authority: The collection of this information is authorized under Executive Order 12862, Title 44 U.S.C. § 3101, and
the general record keeping provision of the Administrative Procedures Act (5 U.S.C. § 301). Completing the survey
and providing your contact information is voluntary.
Principal Purpose: The purpose of this survey is to gather feedback regarding your experience with the National
Threat Operations Section. Your contact information will be used to contact you regarding your submitted
responses for further information, if needed.
Routine Uses: All surveys will be maintained in accordance with the Privacy Act of 1974. Information on the survey
may be disclosed with your consent, and may be disclosed without your consent as permitted by all applicable
routine uses as published in the Federal Register (FR), including the routine uses for the FBI Central Records
System, JUSTICE/FBI-002, published at 63 FR 8659, 671 (Feb. 20, 1998) and amended at 66 FR 8425 (Jan. 31,
2001), 66 FR 17200 (Mar. 29,2001), and 82 FR 24147 (May 25, 2017). Routine uses may include sharing
information with federal, territorial, state, local, and tribal criminal justice agencies.

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