FHWA Office of Tribal Transportation Customer Satisfaction Survey FY 2025

OTT Customer Satisfaction Survey

Purpose

The OTT Customer Service Satisfaction Survey will provide an insight into the customer service experience that OTT provides to Tribes in a FHWA Program Agreement. It will help OTT understand how the services provided to FHWA Program Agreement Tribes are viewed and what OTT can do to improve that.

The results of the survey will identify processes and strategies that OTT can improve to enhance the overall quality of our customer service. OTT use the results to develop strategies that can be implemented in future OTT Action Plans.

Goals

• Customer Service

  • Are Tribal Coordinator’s Communication Methods appropriate/adequate?

  • Are Tribal Coordinator respectful?

  • Are Tribal Coordinators responses to your Requests for Information/Assistance sufficient?

  • Are OTT Leadership Communication Methods appropriate/adequate?

  • Are OTT Leadership staff respectful?

  • Which OTT Online Resources do you most frequently use (PDG, OTT Website, etc)?

    • I access information from XX (once a month, a few time a year, once a year, never)

  • Suggestions for OTT to improve customer service?

• Training and Technical Assistance

  • What transportation areas are you comfortable with (check top 5)?

  • What transportation areas are you needing additional training or technical assistance (check top 5)?

  • Suggestions for OTT to improve training and technical assistance?

• Overall satisfaction with the services provided by FHWA

Analyze the Survey Results

Closed-ended questions: Identify areas of strength and areas for improvement. Compare results to previous year’s survey.

Open-ended questions: Map out a few general categories to put each of the responses in and then create sub-categories for more detail.

OTT Action Plan

Develop strategies that can be implemented in future OTT Action Plans to improve the customer service, technical assistance, and training experience.

Survey Questions

Conducted through Microsoft Forms

General Information
Tribe Name:
Tribal Representative Name:
BIA Region:
Tribal Coordinators
Provide the name of your assigned FHWA Tribal Coordinator (TC):
How satisfied are you with the customer service provided by your FHWA Tribal Coordinator (TC) in the following Areas?
TC Responding to emails		Very Dissatisfied		Dissatisfied			Neither satisfied or dissatisfied		Satisfied		Very satisfied
TC Returning phone calls
TC Answering questions
TC Recommending solutions
TC Willingness to help
TC Overall quality of customer service
How satisfied are you with the technical assistance provided by your FHWA Tribal Coordinator (TC) in the following areas?
TC Preconstruction (design)	Did not require technical assistance for this area	Very Dissatisfied		Dissatisfied			Neither satisfied or dissatisfied		Satisfied		Very satisfied
TC Construction project monitoring
TC Construction project closeout
TC Road Maintenance
TC Overall quality of technical assistance
Optional: Is there anything else you would like to share about the customer service and technical assistance provided by your FHWA Tribal Coordinator.
Environmental Specialist
Have you worked on a project that required NEPA approval from FHWA? If yes, answer the following questions. If no, skip the section.
Provide the name of the FHWA Environmental Specialist that you work with:
How satisfied are you with the customer service provided by your FHWA Environmental Specialist (ES) in the following areas?
ES Responding to emails			Very Dissatisfied		Dissatisfied	Neither satisfied or dissatisfied		Satisfied		Very satisfied
ES Returning phone calls
ES Answering questions
ES Recommending solutions
ES Willingness to help
ES Overall quality of service
How satisfied are you with the technical assistance provided by your FHWA Environmental Specialist (ES) in the following areas?
ES Identifying needed environmental studies and permits	Did not require technical assistance for this area		Very Dissatisfied		Dissatisfied	Neither satisfied or dissatisfied		Satisfied		Very satisfied
ES Identifying level of NEPA Action
ES Timeliness of NEPA approvals
ES Effectiveness in coordinating with other agencies
ES Overall quality of technical assistance
Optional: Is there anything else you would like to share about the customer service and technical assistance provided by your FHWA Environmental Specialist.
OTT Discretionary Grants Program Managers
Have you been awarded a USDOT Discretionary Grant? If yes, answer the following questions. If no, skip the section.
Provide the name of the OTT Discretionary Grant (DG) Program Manager you work with:
How satisfied are you with the customer service provided by your OTT Discretionary Grant Program Manager in the following areas?
DG Responding to emails			Very Dissatisfied		Dissatisfied	Neither satisfied or dissatisfied		Satisfied		Very satisfied
DG Returning phone calls
DG Answering questions
DG Recommending solutions
DG Willingness to help
DG Overall quality of service
Optional: Is there anything else you would like to share about the customer service provided by the OTT Discretionary Grant Program you work with.
OTT Leadership
Aside from the FHWA Tribal Coordinator or Environmental Specialist assigned to assist you, have you received assistance from OTT Leadership, from the FHWA Office of Tribal Transportation?
If no was answered:
What can we do to make OTT Leadership more available for you?
If yes was answered:
Provide the name of the individual.
How satisfied are you with the customer service provided by OTT Leadership in the following areas?
Leadership responding to emails			Very Dissatisfied		Dissatisfied	Neither satisfied or dissatisfied		Satisfied		Very satisfied
Leadership returning phone calls
Leadership answering questions
Leadership recommending solutions
Leadership willingness to help
Leadership overall quality of service
Optional: Is there anything else you would like to share about the customer service provided by OTT Leadership.
OTT Program Administration
How comfortable do you feel with the following topics?
Developing a Long Range Transportation Plan (LRTP)	Did not have the need to perform this topic		Very uncomfortable		Uncomfortable	Neither uncomfortable or comfortable		Comfortable		Very Comfortable
Developing a Tribal Transportation Improvement Program (TTIP)
Public Involvement Requirements
Submitting information for the Annual Reporting
National environmental Policy Act (NEPA) Process and Actions
Environmental Permitting
Transportation Safety
Transportation Safety Plans
Data Assessment, Improvement, and Analysis Activities
Systemic Roadway Departures Countermeasures
Crash Modification Factors Clearinghouse
Tribal Transportation Program Safety Fund Application requirements	Haven’t applied		Very uncomfortable		Uncomfortable	Neither uncomfortable or comfortable		Comfortable		Very Comfortable
Tribal HPP Program Application requirements
Tribal Transportation Facilities Bridge Program Application requirements
Tribal Transportation Program Statutory Formula
Optional: Is there anything else you would like to mention about the customer service provided by the OTT Program Administration topics.
OTT Program Overview
Overall satisfaction with FHWA services			Very Dissatisfied		Dissatisfied	Neither satisfied or dissatisfied		Satisfied		Very satisfied
Are you familiar with the OTT Website?			No			Haven’t had the need to access/use				Yes
Is the OTT Website helpful?
Are you familiar with the FHWA’s Tribal Transportation Program Delivery Guide (PDG)?
Is the PDG helpful?
Is there anything else about the FHWA OTT or TTP you would like to share?