Supporting Statement B

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Part B. Collection of Information Employing Statistical Methods

    1. Describe (including a numerical estimate) the potential respondent universe and any sampling or other respondent selection method to be used.  Data on the number of entities (e.g., establishments, State and local government units, households, or persons) in the universe covered by the collection and in the corresponding sample are to be provided in tabular form for the universe as a whole and for each of the strata in the proposed sample.  Indicated expected response rates for the collection as a whole.  If the collection had been conducted previously, include the actual response rate achieved during the last collection.

TSA invites a statistically significant number of TSA PreCheck® Application Program enrollees and renewing applicants to complete an optional survey to gather information on the applicants’ overall customer satisfaction with the service received at an enrollment location or during their online renewal.  For those enrolling or renewing in-person, the survey also includes questions regarding the enrollment center’s location and appearance as well as the quality of interaction with enrollment center representatives.  This survey is administered by enrollment providers and sponsored by TSA.  Additionally, applicants are asked how they learned of the TSA PreCheck Application Program (e.g., via signage, a co-worker, social media, etc.).  Knowing how individuals first encountered the TSA PreCheck Application Program allows TSA to appropriately target future marketing efforts.  TSA also asks about applicants’ purpose and frequency of travel to help TSA better assess the impact upon security checkpoints and to monitor the groups of passengers who are applying for enrollment and renewal.  Finally, to assess the value of the TSA PreCheck Application Program, TSA asks additional questions such as why an individual enrolled/renewed, the cost to enroll, and how likely the enrollee would be to recommend the TSA PreCheck Application Program to others.

This optional survey, which the applicant may decline to complete, is administered at the end of the in-person enrollment or renewal, the end of the online renewal, or within several weeks following enrollment.  The survey may be offered following enrollment, either at the enrollment location, online, or via the applicant’s preferred method of contact.  The surveys are sent to a representative sample of enrollment and renewal applicants across various locations and geographic regions, to ensure accurate and reliable sampling.  The survey results are anonymous and are submitted to the enrollment provider’s database for storage and reporting to TSA.

In addition to the survey described above, TSA is sponsoring a second optional survey to gather information on the TSA PreCheck Application Program.  This survey will be offered to previous TSA PreCheck Application Program members via email and online.  The survey will be administered to individuals who do not renew with the TSA PreCheck Application Program to determine the reason they chose not to renew their membership.  Previous TSA PreCheck Application Program members may decline to participate in the surveys.  TSA estimates that only 10 percent of individuals who did not renew with the TSA PreCheck Application Program will respond to the survey.  All survey results will remain anonymous.  On both a monthly and annual basis, TSA reviews the results of the customer satisfaction survey, among other measures designed to gauge the effectiveness and efficiency of the program.

2.	Describe the procedures for the collection of information including:
        ◦ Statistical methodology for stratification and sample decision,
        ◦ Estimation procedure,
        ◦ Degree of accuracy needed for the purpose described in the justification,
        ◦ Unusual problems requiring specialized sampling procedures, and
        ◦ Any use of periodic (less frequent than annual) data collection cycles to reduce burden.

A statistically significant number of applicants who visit an enrollment center are invited to complete the optional post-enrollment survey sponsored by TSA.  Each completed survey is scored to produce an overall rating to determine if the customer is “Satisfied” or “Unsatisfied.”  These survey results are then analyzed to produce an estimate of the percentage of “Satisfied” customers.  Since the data is captured electronically, TSA can evaluate trends on customer service and customer satisfaction, tied to a particular enrollment location, and take steps to improve service.

For enrollees who choose not to renew their TSA PreCheck membership, TSA will send them an optional survey containing a single multiple-choice question to ascertain the reason they did not renew.  This survey is distributed via email or the website.

    3. Describe methods to maximize response rates and to deal with issues of non-response.  The accuracy and reliability of information collected must be shown to be adequate for intended uses.  For collection based on sampling, a special justification must be provided for any collection that will not yield “reliable” data that can be generalized to the universe studied.

Participation in the TSA PreCheck Application Program post-enrollment satisfaction survey is voluntary.  The initial survey for new or renewed enrollees is provided by the enrollment contractor, either on-site following in-person enrollment or through the applicant’s preferred method of contact.  The optional survey for individuals who did not renew in TSA PreCheck is administered via email or the website.

The ease of answering survey questions helps to encourage completion, and no survey is estimated to take more than several minutes to complete.  Individuals who have additional comments that are not addressed by the surveys may contact the TSA Contact Center or the TSA PreCheck Application Program enrollment providers’ call centers to provide additional feedback.

    4. Describe any tests of procedures or methods to be undertaken.  Testing is encouraged as an effective means of refining collections of information to minimize burden and improve utility.  Tests must be approved if they call for answers to identical questions from 10 or more respondents.  A proposed test or set of tests may be submitted for approval separately or in combination with the main collection of information.

TSA, in close coordination with TSA’s enrollment providers, conducts ongoing evaluations of data collection tools and methods to minimize burden and improve the quality of information for contract and program purposes.  These evaluations are informed by stakeholder insight and industry best practices.

Additionally, TSA seeks to optimize the enrollment process through monthly reviews of customer satisfaction data.  This information will be used to establish and replicate best practices.  The specific customer survey questionnaires are attached in this package.

    5. Provide the name and telephone number of individuals consulted on statistical aspects of the design and the name of the agency unit, contractor(s), grantee(s), or other person(s) who will actually collect and/or analyze the information for the agency.

Anne Walbridge, TSA, [email protected], 571-227-2329
Mark Brown, TSA, [email protected], 571-414-8896