Form 1-779 NICS Annual Customer Satisfaction Survey for State Point

NICS Annual Customer Satisfaction Survey

For State Points of Contact (POCs)

1-779 (Rev. 8-3-2007

Form Approved

OMB-1110-0035 (Exp. 1-31-08)

The FBI’s Criminal Justice Information Services (CJIS) Division’s National Instant Criminal Background Check System (NICS) Section is conducting a voluntary survey of a random sampling of State POCs and Partial State POCs. The NICS Section would like to utilize the feedback you provide to improve the customer service that we provide to you, our customer.

Please take a few minutes to complete this survey. This survey may be handwritten or typewritten and may be faxed, mailed, or e-mailed to the NICS Section at the following address or contact numbers:

Federal Bureau of Investigation

National Instant Criminal Background Check System Section

Enhancement, Development, Analysis, and Strategy Team

Module A-3

Post Office Box 4278

Clarksburg, WV 26302-4278

or

Fax to 1-888-550-6427

or

E-mail to nsnider@leo.gov

Thank you for participating in this survey.

Under the Paperwork Reduction Act, a person is not required to respond to a collection of information unless it displays a valid OMB control number. The FBI NICS Section tries to create forms and instructions that are clear and accurate, can easily be understood, and which impose the least possible burden to you to provide us with information. The estimated average time to complete this survey is 48 minutes. If you have comments regarding the accuracy of this estimate or suggestions for making this survey simpler, you can write to the FBI NICS Section, Post Office Box 4278, Clarksburg, West Virginia 26302-4278.

State NICS Liaison Specialists

1. How frequently do you or someone from your agency contact the

State NICS Liaison Specialists?

Daily Every few months

Weekly Semi-annually

Monthly Do not use (Skip to Question 7)

2. How do you contact the State NICS Liaison Specialists? (check all

that apply)

Telephone U.S. Postal Service

E-mail Fax

Other (please specify)                               

3. For what purpose do you contact the State NICS Liaison Specialists?

4. Please use the following scale to rate the State NICS Liaison

Specialists’:

1=Poor 2=Fair 3=Average 4=Good 5=Excellent 6=Not applicable

a. Ability to meet your needs.

1 2 3 4 5 6

b. Ability to answer your questions satisfactorily.

1 2 3 4 5 6

State NICS Liaison Specialists

5. If you encountered a positive experience, please note what made it

positive?

6. If you encountered a negative experience, please note what made it

negative?

7. How often do the State NICS Liaison Specialists contact you?

Daily Every few months

Weekly Semi-annually

Monthly Never

State NICS Liaison Specialists

8. In what areas do the State NICS Liaison Specialists provide assistance

for you?

Legal concerns and questions

System questions

Statistics

Policy and procedure

General NICS information and interpretation

Other (please specify) ____________________________________

9. Please use the following rating system to rate your experience with

the State NICS Liaison Specialists:

1=Poor 2=Fair 3=Average 4=Good 5=Excellent 6=Not applicable

a. Professionalism

1 2 3 4 5 6

b. Updates regarding NICS changes that may affect your agency

1 2 3 4 5 6

c. Timeliness in resolving your issue

1 2 3 4 5 6

d. Courteousness

1 2 3 4 5 6

e. Overall satisfaction

1 2 3 4 5 6

State NICS Liaison Specialists

10. Are there any areas you wish the State NICS Liaison Specialists

could help you with that are not currently provided?

11. Do you have any comments or suggestions related to the State NICS

Liaison Specialist?

POC Chat Sessions (Internet chats and teleconferences)

12. Have you participated in the POC chat sessions? (Internet chat

sessions or teleconferences)

YES NO

12a. If you did not participate in the POC chats, please tell us why.

(skip to Question 13)

12b. If you have participated in the POC chats, how would you rate the

helpfulness of the information provided during the chat?

1=Not beneficial 2=Slightly beneficial 3=Somewhat beneficial

4=Extremely beneficial 5=Not applicable

1 2 3 4 5

Legal Research and Analysis Team (LRAT)

13. Are you aware of the services that the LRAT provides to the

states?

YES (If yes, which services?) NO

14. Have you ever utilized the LRAT?

YES NO (Skip to Question 15)

14a. If you have utilized the LRAT, did you receive your response in

a timely manner?

YES (Skip to Question 15) NO

14b. Please indicate how long it took for a member of the LRAT to

respond to your request.

One day 2-3 days One week

Other (please specify amount of time)                     

14c. When contacting the LRAT, which means do you find most

beneficial?

Telephone E-mail Other                     

15. Did you know that information the LRAT provides is available

for every state and territory on Law Enforcement Online (LEO)?

YES NO (Skip to Question 16)

15a. Have you accessed LEO to obtain the LRAT information such as

terminology pages and pardon and restoration pages?

YES NO (Skip to Question 16)

Legal Research and Analysis Team (LRAT)

15b. How helpful was the information to you?

1=Not helpful at all 2=Not helpful

3=Somewhat helpful 4=Helpful

5=Very helpful

1 2 3 4 5

15c. How would you rate the ability to retrieve the LRAT information from

the LEO?

1=Difficult 2=Slightly difficult 3=Somewhat easy 4=Easy

5=Very easy

1 2 3 4 5

15d. In reference to the LRAT, what additional information would you

like to see available via LEO?

POC Support Team

16. Are you aware of the services the POC Support Team provides?

YES (If yes, which services?)

NO

17. Have you ever utilized the services of the POC Support Team?

YES NO (Skip to Question 24)

18. How frequently do you or someone from your agency contact a

member of the POC Support Team?

Daily Weekly

Monthly Every few months

Semi-annually Do not contact

19. What services have the POC Support Team provided for you?

(Please mark all that apply)

Information-Sharing Sessions

Telephone support for resolving transaction-related issues

Online training sessions on LEO

Other (Please specify)

POC Support Team

19a. If you have utilized Information-Sharing Sessions, which were most

beneficial? (Check all that apply)

NICS 101

NICS Index

Immigration Queries

Federal Prohibitors

Voluntary Appeal File (VAF)

Misuse

Violent Gang and Terrorist Organization Files (VGTOF)

Information Packets

Other (Please specify)

19b. Please explain why the selected sessions were beneficial?

19c. Which Information-Sharing Sessions were the least beneficial?

(Check all that apply)

NICS 101

NICS Index

Immigration Queries

Federal Prohibitors

Voluntary Appeal File (VAF)

Misuse

Violent Gang and Terrorist Organization Files (VGTOF)

Information Packets

Other (Please specify)

POC Support Team

19d. Please explain why the selected Sessions were not beneficial?

20. Was there anything new from the Information-Sharing Sessions or

from any contact with the POC Support Team that you learned or

was clarified that changed the way your agency does business?

YES NO (Skip to Question 21)

20a. Please explain:

21. Please use the following rating system to rate your experience with

the POC Support Team:

1=Poor 2=Fair 3=Average 4=Good 5=Excellent 6=Not applicable

a. Professionalism

1 2 3 4 5 6

b. Presentation Skills

1 2 3 4 5 6

c. Helpfulness in resolving/clarifying your concerns.

1 2 3 4 5 6

POC Support Team

d. Courteousness

1 2 3 4 5 6

e. Overall satisfaction

1 2 3 4 5 6

22. Please list any items the POC Support Team could assist you

with that are not currently provided.

23. Do you have any comments or suggestions related to the POC

Support Team?

NICS Index Liaison Specialists

24. Has your agency contacted or been contacted by the NICS

Index Liaison Specialists?

YES NO

25. Have the NICS Index Liaison Specialists resolved any items for

your agency?

YES NO (Skip to Question 26)

25a. Please describe:

25b. How timely was the response from the NICS Index Liaison

Specialists?

One day 2-3 days One week

Other (please specify amount of time) ___________________________

NICS Index Liaison Specialists

26. Please use the following rating system to rate your experience with

the NICS Index Liaison Specialists:

1=Poor 2=Fair 3=Average 4=Good 5=Excellent 6=Not applicable

a. Professionalism

1 2 3 4 5 6

b. Updates regarding NICS changes that may affect your agency

1 2 3 4 5 6

c. Timeliness in resolving your concerns

1 2 3 4 5 6

d. Courteousness

1 2 3 4 5 6

e. Overall satisfaction

1 2 3 4 5 6

27. Do you have any comments or suggestions related to the NICS

Index Liaison Specialists?

Requests

28. Would you like to receive any information on any of the following?

(Check all that apply)

State NICS Liaison Specialists

LRAT Services

POC Chats (POC Internet Chat Sessions or Teleconferences)

NICS User Conference

NICS Newsletters

NICS E-mail Group

LEO

POC Support Team

Scheduling a POC Support Team Information-Sharing Session

POC Support Team Information-Sharing Classes Catalog

Online Training Sessions on LEO

NICS Index Liaison Specialists

Other ___________________________________________________

29. How would you like us to send this information to you?

Telephone Name ____________________________________

Number ____________________________________

By Mail Name ___________________________________

Address ___________________________________

___________________________________

___________________________________

E-mail Name ___________________________________

E-mail ___________________________________

Fax Name ___________________________________

Number ___________________________________

Other __________________________________

I do not wish to be contacted.

General

30. Do you have any other comments you would like to provide that

would allow the NICS Section to provide improved customer

service?

31. The NICS Section strives to give our customers exceptional service

every day in all areas. If you have received service that was

below or above your normal expectations, we would like to hear

about it. If you wish to comment on more than one employee,

please provide their name, and describe the service they provided.

32. May we contact you regarding any of your concerns or answers?

YES NO

General

32a. If yes, how do you wish to be contacted?

Telephone Name _____________________________________

Number _____________________________________

By Mail Name ______________________________________

Address ______________________________________

_____________________________________

E-mail Name ______________________________________

E-mail ______________________________________

Fax Name ______________________________________

Number ______________________________________

Other _____________________________________

I do not wish to be contacted.

Please provide any additional comments:

Thank you for your participation in this survey.

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