National Contact Center Customer Web Survey

Paperwork Reduction Act Submission

3090-0278 – General Services Administration

National Contact Center Customer Evaluation Survey

Tonya Beres

tonya.beres@gsa.gov/202-253-8981

Email and Chat Survey Screenshots

Note: for Question 2, the header says “Please tell us how well we did:” as the introduction to the 5 sub-questions.

Example of Email Reply – see highlighted portion for Web Survey Invitation

"GSA Agent 06" <gsaagent06@sykes.com>

04/19/2010 01:08 PM

To	<gsareply@ictgroup.com>
cc
Subject	RE: Other [T20100418004RZ1008874]

[FGE1134][FGE8000]

Thank you for contacting USA.gov.

We understand you are looking for assistance with medical

bills for your elderly father.

There are a number of resources available to individuals

who need assistance paying for medical care and

prescription drugs. We have included several options that

may be helpful depending on the circumstances.

GovBenefits.gov is the official government benefits

website, encompassing more than 400 federal and 600 state

programs funded by various agencies. This site allows you

to complete a confidential questionnaire and receive a list

of programs that may apply to your situation. To access

this site, please visit:

http://www.govbenefits.gov/

The USA.gov website maintains a section on benefits,

grants, and financial assistance. To access this

information, please visit:

http://www.usa.gov/Citizen/Topics/Benefits.shtml

Additionally, a state social services agency, which offers

direct assistance to individuals in time of need or

referrals to other local organizations, may be of

assistance. To obtain contact information for state social

services agencies, select the state of residence at:

http://www.hhs.gov/recovery/statewebsites.html

If an individual is a senior citizen who qualifies for

Social Security and Medicare benefits, the Social Security

Administration (SSA) office may be contacted. To find the

location of the nearest SSA office, input a zip code at:

http://www.socialsecurity.gov/locator/

You may also call the SSA's toll-free telephone number at

1.800.772.1213 between the hours of 7 a.m. and 7 p.m.

eastern time, Monday through Friday, to determine

eligibility. Be sure to have your Social Security Number

handy prior to placing the call.

If a Medicare recipient is in need of assistance, please

visit the contacts page of the Centers for Medicare

and Medicaid Services (CMS) and follow the instructions

provided. That website address is:

http://www.medicare.gov/Contacts/

You may also call the CMS toll-free telephone number at

1.877.267.2323. To call directly, please dial

1.410.786.3000, or write to them at:

Centers for Medicare & Medicaid Services

7500 Security Boulevard

Baltimore, MD 21244-1850

If a veteran is in need, the local Department of Veterans

Affairs (VA) office may be contacted regarding healthcare

benefits that are available to veterans. To find a local

office, please visit:

http://www2.va.gov/directory/guide/home.asp?isFlash=1

You may also call the VA Healthcare Benefits toll-free

number at 1.877.222.8387.

The Eldercare Locator is the first step to finding resources

for older adults in any U.S. community. It is a free national

service from the Administration on Aging (AOA), which is part

of the U.S. Department of Health and Human Services (HHS).

The Eldercare Locator is designed to help older adults and

their families and caregivers find their way through the

maze of services for seniors by identifying trustworthy

local support resources. To view the Eldercare Locator

website, please visit:

http://www.eldercare.gov/

You may wish to contact them by e-mail at eldercarelocator@n4a.org

or by phone at 1.800.677.1116.

If disability is of concern, we also recommend a visit to

Disability.gov. This is the official portal to information

and resources for people with disabilities. To access this

information, please visit:

http://www.disability.gov/

You may also wish to view resources on the USA.gov for Seniors

website at:

http://www.usa.gov/Topics/Seniors.shtml

We hope you find this information helpful.

Regards,

USA.gov Citizen Response Team

We cannot accept replies at this e-mail address. If you

have further questions, please send us a message through

our web form at:

http://USA.gov/questions/

You can also call our National Contact Center at

1.800.FED.INFO (1.800.333.4636) from the USA and Canada or

1.202.208.1576 from elsewhere. We are open Monday through

Friday from 8 a.m. to 8 p.m., Washington, D.C., time. We

would like your feedback on our performance. You can let us

know what you think at the link below.

http://www.info.gov/NCCsurvey.htm

Follow our blog at:

http://www.GovGab.gov/

Become a Facebook fan at:

http://www.facebook.com/USAgov/

Follow us on Twitter at:

http://twitter.com/USAgov/

-----Original Message-----

Sender : XXXXXX@comcast.net

Tracking Number : T20100418004RZ1008874

Pool : USA.gov

Sent to : USA.gov@mail.fedinfo.gov

Date : 4/18/2010 9:45 AM

---

Good Morning, About a month ago my mother passed away leaving my almost 80 yr old father behind. He is starting to get bombarded with medical/hospital bills that there is no way he will be able to pay due to being on a fix income. An income that is now reduced with my mother's passing. Are there any agencies he could contact for relief of these bills in the state of Massachusetts? Is he responsible for these bills? He is starting to worry and is not getting much sleep. He has a pacemaker and we are worried that this is going to take a toll on him and we will lose him too because it is becoming too much for him to handle. PLEASE if there is any help out there could you let me know. Thank you so much.

[FORMGEN]

Example of Chat Reply – see highlighted portion for Web Survey Invitation

"Citizen Response Team" <support@gsa.custhelp.com>

04/14/2010 07:11 PM

Please respond to

"Citizen Response Team" <USA.gov@mail.fedinfo.gov>

To	usachat@gsa.gov, gsaqachat@ictgroup.com
cc
Subject	USA.gov Live Chat Transcript

The following question has been received:

Contact Information

---------------------------------------------------------------

Email Address: noemailchat@mail.fedinfo.gov

First Name:

Last Name:

Type:

Title:

Reference #100414-000430

---------------------------------------------------------------

Summary: Chat Session

Date Created: 04/14/2010 07:11 PM

Last Reviewed: 04/14/2010 07:11 PM

Status: Solved

Assigned: Sandra XXXXXX

Zip Code:

Category:

Discussion Thread

---------------------------------------------------------------

Chat Transcript - 04/14/2010 07:11 PM

Hi, my name is Sandra N.. How may I help you? [06:45:05 PM]

Cristiane: Hi Sandra, I am trying to find information about a auto warranty company and would like to know where I can find those informations [06:45:46 PM]

Sandra N.: I can help find resources for you. Please give me a few moments while I do some research. [06:46:20 PM]

Cristiane: thanks [06:46:34 PM]

Sandra N.: You are welcome. [06:47:02 PM]

Cristiane: i already made a search over the internet but couldn't really find a trustful website [06:49:36 PM]

Sandra N.: Understood. [06:53:05 PM]

Sandra N.: You may access information on obtaining the status of a business at the USA.gov web page listed below.

http://answers.usa.gov/cgi-bin/gsa_ict.cfg/php/enduser/std_adp.php?p_faqid=72 [06:55:46 PM]

Sandra N.: I hope you find this information helpful. Do you have any further questions? [06:55:54 PM]

Cristiane: no, thank you so much! I'll check that out =) [06:56:24 PM]

Sandra N.: You are most welcome. :)

It was a pleasure to chat with you. Thank you for contacting USA.gov. We would like your feedback on our performance. You can let us know what you think by visiting http://www.info.gov/NCCsurvey.htm You may need to copy and paste that link into your browser's address bar.

Have a great day! Goodbye :) [06:56:44 PM]

Cristiane: You too! Have a great! [06:57:16 PM]

'Cristiane' is currently 'Absent'. Approximately 120 seconds until disconnect. [07:08:24 PM]

'Cristiane' is currently 'Disconnected'. [07:10:33 PM]

'Cristiane' disconnected ('Participant Left'). [07:10:33 PM]