Facilitated Session Guide

HUD Customer Experience Facilitated Sessions
PRA Submission Documentation

Overview:
The purpose of the HUD Customer Experience (CX) Facilitated Sessions are to understand customers’
experience during the last two years, a period during which HUD’s staff provided services largely
through remote support.
These interactive facilitated sessions will allow for comparison between employee and
customer perceptions of work effectiveness throughout the pandemic and an understanding of our
customers’ overall experience during this period.
Method:
 Number of sessions: 10 sessions (2 in Spanish, 8 in English)
 Session Length: 1.5hrs
 Target Audience: Employees of Benefits providers that directly interact with HUD personnel
 Target Attendance: ~3,000
 Feedback Channels:
o Teams Meetings: Teams will be the primary platform where facilitators will directly
interact with respondents. Facilitators will provide introduction content and monitor the
chat for any issues or questions. All participants will join on mute and will not have the
ability to verbally interact with the audience. Per team’s attendance limitations, only
300 respondents will be able to join each session.
o MentiMeter: An interactive visualization tool that will allow respondents to answer
questions posed by facilitators and live view the responses as they are submitted.
Facilitators will voice over questions and make light comments on the responses as they
come in. Visualizations will be accessible to respondents on their personal screen
(where they submit responses) and will additionally be projected onto the teams’
screen. Example visualizations displayed below:

HUD Customer Experience Facilitated Sessions
PRA Submission Documentation



Semi-structure facilitation approach: All questions will be uniformed across all sessions,
including the introduction material and talk track associated with each question. Facilitators will
have the ability to encourage respondents to provide additional thoughts in the chat based on
responses. Talking points and the direction of the conversation will vary slightly at the discretion
of the facilitator based on the direction of specific conversations.

Questions:
1. What type of benefit(s) or service(s) do you provide to public customers?– Select multiple if
applicable
 Access to Affordable Rental Homes: Programs to grow, preserve, and fund affordable
rental home access, and provide supportive services to residents
 Homeownership Opportunity & Housing Market Stability: Programs and
lending/securities products that facilitate equal opportunity homeownership and
strengthen the market
 Housing Quality & Improved Living Conditions: Programs to assess and mitigate
hazards or deficiencies in housing, and tools to facilitate asset management for HUD and
improved living conditions for citizens
 Economic Growth & Community Resilience: Grants and programs to stimulate
economic development and grow strong, resilient communities or revitalize those in
disaster areas
 Fair Housing and Equal Opportunity Enforcement: Support to agencies and
organizations ensuring fair, safe, equitable housing practices and channels for citizen
reporting of potential housing discrimination
2. What is the number of customers that your organization provides benefits or services to on an
annual basis?
 0-50 customers
 51-100 customers
 101-500 customers
 500-1000 customers
 1,001+ customers
3. How would you describe HUD in one or two words?
 Open ended response
4. What is the size of your organization by number of employees?
 0-10 employees
 11-50 employees
 51-100 employees
 100+ employees
5. What is the length of your personal engagement with HUD?
 0-1years
 1-2years
 3-5years
 6years+
6. What has been the most challenging thing about the remote work environment as it relates to how
HUD serves you?
 Open ended response

HUD Customer Experience Facilitated Sessions
PRA Submission Documentation

7. If you received services or engagement from HUD for over 2 years, how would you rate your
experience PRIOR To the Pandemic?
 5 = excellent
 4 = adequate
 3 = sufficient
 2 = inadequate
 1 = unacceptable
 Not applicable)
8. If you have received services or engagement from HUD during the Pandemic, how would you rate
your experience?
 5 = excellent
 4 = adequate
 3 = sufficient
 2 = inadequate
 1 = unacceptable
 Not applicable
9. Please provide examples of how you utilize in person interactions with HUD personnel to meet
objectives.
 Open ended response
10. Prior to the pandemic, how often did you meet in person with HUD personnel?
 Very frequently
 Frequently
 Neutral
 Infrequently
 Very infrequently
 Never
11. How important is it to you to have in person access to HUD personnel?
 Extremely important
 Important
 Neutral
 Unimportant
 Extremely unimportant
12. How important is flexibility in where you engage with HUD?
 Extremely important
 Important
 Neutral
 Unimportant
 Extremely unimportant
13. How important is flexibility in when you engage with HUD?
 Extremely important
 Important
 Neutral
 Unimportant
 Extremely unimportant

HUD Customer Experience Facilitated Sessions
PRA Submission Documentation

14. How would you rate your need to meet in person with HUD personnel to meet your objectives?
 Extremely important
 Important
 Neutral
 Unimportant
 Extremely unimportant
15. How would you rate your preference for meeting in person with HUD personnel to meet your
objectives?
 Extremely important
 Important
 Neutral
 Unimportant
 Extremely unimportant
16. Rate the importance of engaging in person with HUD personnel to meet your objectives? (all
answers on a sliding scale 1 extremely unimportant to 5 extremely important)
 Monitoring
 Property inspection
 Technical Assistance
 Training
 Conferences/Networking
 Milestone Achievements (groundbreaking, ribbon cuttings)
 Other
17. How would you rate your ability to reach HUD personnel in a timely manner during the pandemic?
 5 = excellent
 4 = adequate
 3 = sufficient
 2 = inadequate
 1 = unacceptable
 Not applicable
18. In your last communication with HUD personnel, did you get the information you needed to address
the reason for you interactions?
 Yes
 No
 Not applicable
19. How do you primarily communicate with HUD?
 Emails
 Teams meetings
 Zoom meetings
 Phone calls
 Text messages
 Mail
 Website
 In person interaction
 Other

HUD Customer Experience Facilitated Sessions
PRA Submission Documentation

20. What has changed during the pandemic related to the technology HUD utilizes to serve and
communicate with you?
 open ended response
21. Does the current technology utilized by HUD to contact you meet your needs?
 Yes
 No
 Other
22. How could enhanced technology support your experience as you interact with HUD?
 Open ended response
23. What have we not asked and what information may be helpful to us as we move HUD forward?
 Open ended response
24. What stakeholder group do you represent?
 Open ended response
25. What state are you from?
 Open ended responses