Form 0 TSA Applicants Customer Satisfaction Survey

OMB Approved:

            No. 3206-0236

TSA Applicants Customer Satisfaction Survey

Public Burden Statement:

We estimate this form takes an average of 15 minutes to complete including the time for getting the needed data and reviewing both the instructions and completed form. Send comments regarding our estimate or any other aspect of this form, including suggestions for reducing completion time, to the Office of Personnel Management (OPM), Assessment Services, Steve Burnkrant (3206- 0236), Washington, DC 20415-7900. The OMB Number, 3206-0236, is currently valid. OPM may not collect this information, and you are not required to respond, unless this number is displayed.

Satisfaction with Specific Application Processes

In this section, "Candidate Dashboard" refers to the online system used to submit application materials and track the status of your application.

For the following items, indicate the extent to which you agree or disagree with each statement.

	Strongly Disagree	Disagree	Neither Agree nor Disagree	Agree	Strongly Agree	Not Applicable
Advertisements provided enough information for me to make an informed decision to apply for a position.						
Vacancy announcements provided enough information (for example, about job duties, benefits, pay).						
It was easy to submit my application and related materials.						
It was easy to access the Candidate Dashboard.						
The Candidate Dashboard was updated in a timely manner.						
The Candidate Dashboard contained accurate information.						
The Candidate Dashboard contained useful information.						
It was easy to use the Candidate Dashboard.						
It was easy to schedule assessments.						

	Strongly Disagree	Disagree	Neither Agree nor Disagree	Agree	Strongly Agree	Not Applicable
Transportation Security Officer and Federal Air Marshals Candidates Only: Computerized Testing was administered at a location that was convenient for me.						
Transportation Senior Executive Service (TSES) Candidates Only: I am satisfied with the updates I received about my application and qualifications.						

Satisfaction with the Help Desk

A Help Desk was available to you for advice and assistance in all areas related to the application process. The items in this section refer only to advice and assistance you may have received from the Help Desk by calling their 800 number, emailing them, or using the self-service website.

12. During the application process, which methods, if any, did you use to obtain advice or assistance? (Mark all that apply)

O	None: I did not contact the Help Desk
O	Phone
O	Email
O	Web-based self-service

13. What difficulties, if any, did you have contacting the Help Desk? (Mark all that apply)

O	No difficulties
O	Difficulty with automated “800” number
O	Telephone rang without answer or stayed busy
O	Telephone messages were not returned
O	Telephone call transferred multiple times
O	Telephone Interactive Voice Response system took too long
O	Kept on hold too long
O	No response to e-mail messages
O	E-mail forwarded multiple times
O	Difficulty getting through to the fax number
O	Responses to faxes were too slow
O	Difficulty using the website for web-based self-service
O	Other

For the following items, indicate the extent to which you agree or disagree with each statement.

	Strongly Disagree	Disagree	Neither Agree nor Disagree	Agree	Strongly Agree	Not Applicable
It was easy to find someone from the Help Desk who could answer my questions.						
The Help Desk staff was courteous.						
The Help Desk staff was knowledgeable.						
The Help Desk solved my problems quickly.						
The Help Desk provided accurate information.						
The Help Desk kept an accurate history of all my requests for assistance. (Mark “Not Applicable” if you contacted the Help Desk only once).						
The Help Desk staff acted professionally.						

	Very Poor	Poor	Fair	Good	Very Good	Not Applicable
How would you rate the quality of Help Desk support related to each of the following:
Creating user accounts						
Password resets						
Assistance in completing e-86 form						
Questions about benefits						

	Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied
How satisfied are you with the Help Desk’s web-based self-service?					
How satisfied are you with Help Desk support provided by phone?					
How satisfied are you with Help Desk support provided by e-mail?					
Overall, how satisfied are you with the Help Desk?					

Overall Satisfaction

	Strongly Disagree	Disagree	Neither Agree nor Disagree	Agree	Strongly Agree
Overall, it was easy to apply for this job.					
I am satisfied with the time it took to complete the application process.					
I am satisfied with the appearance of websites, manuals, brochures, and other communication materials.					

	Strongly Disagree	Disagree	Neither Agree nor Disagree	Agree	Strongly Agree	Not Applicable
I am satisfied with the way problems or mistakes were handled.						

	Very Dissatisfied	Dissatisfied	Neither Satisfied nor Dissatisfied	Satisfied	Very Satisfied
Overall, how satisfied are you with the application process?					

34. Use the following space to describe what you feel worked well with the application process.

35. Use the following space to describe how you think the application process can be improved.

Background Information

The following items ask for background information that will help categorize responses. Responses will NOT be used to identify individual respondents.

36. For what type of position are you a candidate?

O	TSO (Transportation Security Officer) D Band
O	MAP (Management, Administrative, and Professional) – Airport
O	MAP (Management, Administrative, and Professional) – HQ Offices
O	LEO/FAM (Law Enforcement Officer/Federal Air Marshal)
O	TSES (Transportation Senior Executive Service)

37. Are you currently employed?

O	Yes
O	No

38. If you answered “Yes” to the previous item, indicate which of the following best describes your current employer. If you answered “No” to the previous item, indicate which of the following best describes your most recent employer.

O	TSA (I am applying for a new position in TSA)
O	Another DHS organization
O	Another Federal agency
O	Private sector
O	State government
O	Other

39. How long have you worked for the Federal government, excluding military service?

O	I have never worked for the Federal government
O	Less than 1 year
O	1 year – less than 5 years
O	5 years – less than 10 years
O	10 years – less than 15 years
O	15 years – less than 20 years
O	20 years or more

40. What methods did you use to submit your application and related materials? (Mark all that apply)

O	Website
O	E-mail
O	Fax
O	Mail
O	Phone in
O	In person