AFRC Mission Support Customer Satisfaction Survey Design and Content

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 2700-0153)
TITLE OF INFORMATION COLLECTION: Mission Support Customer Satisfaction Survey
PURPOSE: The information will be used to identify areas in all the Code 200 functions where we

need to make changes in our processes to improve customer service.
DESCRIPTION OF RESPONDENTS: The targeted group are the AFRC customers of Code 200
services. Code 200 is the Mission Operations Directorate that manages the following Center and
Enterprise functions. Facilities, Environmental, Logistics, Procurement, Human Capital, Protective
Services, Medical, Office of STEM Engagement, Office of Communications, Employee Assistance
Program, and Export Control.

TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software
[ ] Focus Group

[x] Customer Satisfaction Survey
[ ] Small Discussion Group
[ ] Other: ______________________

CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program in the future.
Name: Tracy Taylor
To assist review, please provide answers to the following question:
Personally Identifiable Information:
1. Is personally identifiable information (PII) collected? [ ] Yes [x ] No
2. If Yes, will any information that is collected be included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ x] No
3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [ ] Yes [ ] No
Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants? [ ] Yes [ x] No
BURDEN HOURS
Category of Respondent

No. of
Participation
Respondents Time
621
3 mins

AFRC Contractor Personnel

1

Burden
31.05 hours

AFRC Civil Servants
Totals

576
1197

3 mins

28.80 hours
59.85 hours

FEDERAL COST:
If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents
1. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?
[ x] Yes
[ ] No
If the answer is yes, please provide a description of both below (or attach the sampling plan)?
If the answer is no, please provide a description of how you plan to identify your potential group
of respondents and how you will select them?
The universe of our respondents are the customers who use the services of the participating
functions. We will not be sampling nor are we sending this survey out to anyone. Respondents
will only fill out the survey by accessing the survey site and volunteering to respond.
Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[ x ] Web-based
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [ ] Yes [ x] No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.

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