Form Survey of AES Supp Survey of AES Supp Survey of AES Support Services

Web Page 1:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
The Automated Export System (AES) is the electronic filing system which the
U.S. Census Bureau and U.S. Customs and Border Protection have established
to process Electronic Export Information (EEI). Because you have chosen to
transmit using one of the electronic variations (AESDirect, AESPcLink, self
program/vendor, Weblink or EDI) to file your EEI, feedback about your
satisfaction with the Foreign Trade Division's support services would be greatly
appreciated.
We ask that you take 10 minutes to complete this survey. Your answers only
will be used to help us make informed decisions about improvements to this
service. Your answers are voluntary and we will ensure your confidentiality
under the provisions of Title 13 USC Section 9.
For further information about this study, please contact Ms. Kelli Craig,
Automated Export System Branch, at 301-763-7098.

Web Page 2:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

1. What is your company's AES Filer Type?
U.S. Principal Party in Interest (USPPI), i.e.Wholesaler, Distributor, Manufacturer or Order Party
Authorized Agent (Forwarding Agent)

2. What is your company's PRIMARY method for filing Electronic Export Information
(EEI)?
AESDirect at www.aesdirect.gov
AESDirect using EDI upload or AES WebLink
AESDirect using AESPcLink
Software Vendor, Service Center or In-House Software Program

3. What is your position within the company?
Managerial/Executive
Compliance Officer
Manufacturer Employee
Warehouse Employee
Programmer/Technical Position
Other, please specify:

4. How would you rank your level of knowledge for filing shipments to AES?
Beginner
Intermediate
Advanced
Expert

5. How long has your company been filing electronically on AES?
0-6 months
7 months - 1year
13 months - 3 years
More than 3 years

6. How many export shipments does your company file in an average month to AES?
1-50 shipments
51-500 shipments
501-1,000 shipments
1,001-5,000 shipments
5,001-10,000 shipments
More than 10,000 shipments

7. In the past year, how often have you attempted to receive AES Support (Phone, Email, etc.)?
Never
Once
2-5 times
6-9 times
10 or more times

Web Page 3:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

8. Below are statements regarding available AES support and informational
forums. Please select all that apply to your company.

I have contacted a Census AES Representative for technical support (1-800-549-0595
Option #1, or their direct extension).
Yes
No

Web Page 4:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

Census AES Representatives
Very
Satisfied

Accessibility of Census AES
Representatives
Level of Knowledge of Census AES
Representatives
Issue/question resolved in a timely
manner
Overall satisfaction with the service
provided

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 5:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have contacted the Commodity Analysis Branch (1-800-549-0595 Option #2) for
assistance with a commodity classification or finding a Schedule B or Harmonized Tariff
Schedule code.
Yes
No

Web Page 6:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

Commodity Analysis Representatives
Very
Satisfied

Accessibility of Commodity Analysts
Level of Knowledge of Commodity
Analyst
Issue/question resolved in a timely
manner
Overall satisfaction with the service
provided

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 7:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have contacted the Regulations, Outreach and Education Branch (1-800-549-0595
Option #3) for assistance with questions concerning the Regulations, filing requirements
or upcoming seminars.
Yes
No

Web Page 8:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

Regulations Representatives
Very
Satisfied

Accessibility of the Regulations
Representatives
Knowledge level of the Regulations
Representatives
Issue/question resolved in a timely
manner
Overall satisfaction with the service
provided

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 9:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have contacted the AESDirect Helpdesk (1-877-715-4433) for assistance.
Yes
No

Web Page 10:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

AESDirect Helpdesk Assistance
Very
Satisfied

Availability of the staff
Professionalism of the staff
Timeliness in responding to your
inquiry
Quality of the support provided

Satisfied

Very
Undecided Dissatisfied Dissatisfied

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Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I am the account administrator for filing via AESDirect.
Yes
No

Web Page 12:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

Account Administrator Functions
Very
Satisfied

Creating accounts for individual users
in your company
Resetting internal passwords
Disabling individual users
Coverage of information in the
Account Administration User Guide

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 13:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have sent an E-mail to the ASKAES@census.gov mailbox.
Yes
No

Web Page 14:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

ASKAES@census.gov
Very
Satisfied

Received timely responses
Satisfaction with the level of detail
provided in the response

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 15:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have sent an E-mail to the boc-support@tradegate2000.com mailbox.
Yes
No

Web Page 16:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

boc-support@tradegate2000.com
Very
Satisfied

Received timely responses
Satisfaction with the level of detail
provided in the response

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 17:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have sent an E-mail to the FTDREGS@census.gov mailbox.
Yes
No

Web Page 18:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

FTDREGS@census.gov
Very
Satisfied

Received timely responses
Satisfaction with the level of detail
provided in the response

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 19:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have visited the AESDirect Web site (www.aesdirect.gov) for assistance.
Yes
No

Web Page 20:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

AESDirect Web site
Very
Satisfied

Ease of use/navigation of the Web site
The Web site interface and layout of
the sections
Help functions provided on the Web
site

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 21:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have used the Schedule B Search engine at www.census.gov/scheduleb.
Yes
No

Web Page 22:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

Schedule B Search Engine
Very
Satisfied

Ease of use
Quality of results

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 23:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have referred to the AES support materials and user guides for assistance.
Yes
No

Web Page 24:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

AES Support Materials and User Guides
Very
Satisfied

Coverage of the features each
application offers
Quality of the user guides
Information provided to assist your
company in passing the certification
quiz

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 25:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have attended an AESDirect or AESPcLink workshop.
Yes
No

Web Page 26:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

AESDirect/AESPcLink Workshops
Very
Satisfied

Frequency of workshops
Location of workshops
Relevance of the information provided
at the workshops
Relevance of the handouts provided at
the workshops
Knowledge of the instructors
Overall satisfaction with the workshop

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 27:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have attended an AES Compliance Seminar.
Yes
No

Web Page 28:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

AES Compliance Seminars
Very
Satisfied

Frequency of Compliance seminar
Location of seminars
Relevance of the information provided
at the seminars
Relevance of the handouts provided at
the seminars
Knowledge of the speakers
Overall satisfaction with the seminars

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 29:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I have participated in a Foreign Trade Division webinar.
Yes
No

Web Page 30:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

Foreign Trade Webinars
Very
Satisfied

Frequency of webinars
Relevance of the information provided
at the webinars
Knowledge of the speakers
Overall satisfaction with the webinars

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 31:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

I periodically receive AES Broadcast messages or the AES Newsletter.
Yes
No

Web Page 32:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Completed

AES Broadcast Messages and AES Newsletters
Very
Satisfied

Frequency of the AES Broadcast
messages
Frequency of the AES Newsletters
Relevance of the information provided
in the AES Broadcast messages
Relevance of the information provided
in the AES Newsletters
Clarity of the AES Broadcast messages

Satisfied

Very
Undecided Dissatisfied Dissatisfied

Web Page 33:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)

9. What enhancements would you like the Census Bureau to make in attempts to improve
customer service?

10. What enhancements would you like to see in the AESDirect applications to improve
your ability to file electronically?

To authenticate the survey, please enter the E-mail where you received the survey
request.

Web Page 34:

Survey of Support Services
to the U.S. Census Bureau's
Automated Export System(AES)
Thank you.