Narrative of Change for FEMA Form 007-0-19

FEMA Form 007-0-19 Internet Inquiry Survey

Form Named Revised To: Internet Inquiry Phone Survey

LOCATION OF CURRENT TEXT QUESTION NUMBER	CURRENT TEXT	REVISED TEXT
Introduction For Phone Survey	Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ___. My ID # is _________. May I please speak with (Applicant) or the person who checked their application status over the Internet? If no: Thank you for your time and have a good day/evening. If yes: We're looking for ways to improve the quality of our service and your opinion is very important to us. Would you volunteer to take 4 - 7 minutes to answer some questions? If no: I understand, Thank you for your time and have a good day/evening) If yes: These questions comply with the Privacy Act of 1974 and have been approved by the Office of Management and Budget under number 1660-0036. Your answers will not affect the outcome of your application for FEMA assistance. This call may be monitored for quality assurance.	Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ___. My ID # is _________. May I please speak with (Applicant) or the person who recently checked their application status over the Internet? Yes No If no: What would be a better time to call back? Thank you for your time and have a good day/evening. If yes: We're looking for ways to improve the quality of our service and your opinion is very important to us. Would you volunteer to take 5 - 7 minutes to answer some questions? Yes No If no: What would be a better time to call back? Thank you for your time and have a good day/evening) If yes: Thank you. These questions comply with the Privacy Act of 1974 and have been approved by the Office of Management and Budget under number 1660-0036. Your answers will not affect the outcome of your application for FEMA assistance. This call may be monitored and/or recorded for quality assurance.
1.	1. Which of the following websites did you access to apply for disaster assistance? DisasterAssistance.gov FEMA.gov Don't Remember If DisasterAssistance.gov or FEMA.gov go to question 1a otherwise go to question 2.	Revised skip If DisasterAssistance.gov or FEMA.gov go to question 1a otherwise go to question 1b.
1a.	1a. How did you find out about that website? Newspaper Radio Community Group Television Flyer Friend or Family Disaster Worker Internet Search Other	1a. How did you find out about the [DisasterAssistance.gov/FEMA.gov] website? Community Group (club, church, school, etc.) Disaster Worker (FEMA, ARC, Local Gov., etc.) Flyers, Signs, Billboards, Posters, etc. Internet searches (Google, Bing, etc.) Newspaper Prior Experience Radio Service Provider (Insurance, water, gas, phone, etc.) Social Media (Facebook, Twitter, etc.) Text, Phone, Email Alerts (reverse 911, robo call, RSS Feed, etc.) Television Word of Mouth (friend, family, neighbor, employer, landlord, etc.) Don’t Remember Other
New		1b. Did you use an internet-enabled smart phone to access your disaster assistance application? Yes No Don’t Know/Remember
Transition New		Transition New The website provided a variety of options such as Applying for FEMA assistance online or accessing your account to check your application status. There was also an option to find assistance by taking an Anonymous Questionnaire with no log in or personal information required.
2.	2. You were offered an option to take an anonymous Pre-Screening Questionnaire. Did you take the questionnaire? Yes No Don't Remember If yes go to question 2a otherwise go to question 3.	2. Revised Did you use the online anonymous questionnaire on the DisasterAssistance.gov website to get a personalized list of possible assistance? Yes No Don't Remember If yes go to question 2a otherwise go to question 3.
2a.	2a. This series of questions relate only to that questionnaire. How would you rate questions on being easy to understand? Would you say: Extremely Easy Very Easy Easy Not Very Easy Not At All Easy No Opinion If Not Very Easy or Not At All Easy go to question 2b otherwise go to question 3.	2a. This series of questions relates only to the online anonymous questionnaire you used to find other Forms of Assistance.  How would you rate the questions on being easy to understand?  Would you say: Extremely Easy Very Easy Easy Not Very Easy Not At All Easy No Opinion
2b.	2b. After completing the questionnaire you may have received information about other agencies. How helpful was that information? Would you say: Extremely Helpful Very Helpful Helpful Not Very Helpful Not At All Helpful No Opinion If Not Very Helpful or Not At All Helpful go to question 2c otherwise go to question 3.	2b. Revised After completing the online anonymous questionnaire, you may have received information about other agencies. How helpful was that information? Would you say: Extremely Helpful Very Helpful Helpful Not Very Helpful Not At All Helpful No Opinion If Not Very Helpful or Not At All Helpful go to question 2c otherwise go to question 3.
2c.	2c. How could the information have been more helpful? More concise information More detailed information Provide contact phone number Provide web address Make less complicated Personalized information Other	2c. How could the information about other agencies have been more helpful? Make less complicated More concise information More detailed information Personalized information specific to my situation Complete & accurate contact phone number Complete & accurate web address/link Other
Introduction 3.	3. The website provided the ability to browse information by category or by agency. How helpful was it to browse by:	3.Revised The website also provided options to browse information by Category or by Federal Agency. How helpful was it to browse by:
3a.	3a. Category? Extremely Helpful Very Helpful Helpful Not Very Helpful Not At All Helpful Did not use this Method No Opinion	No change
3b	3b. What about by Agency? Extremely Helpful Very Helpful Helpful Not Very Helpful Not At All Helpful Did not use this Method No Opinion	No change
4.	4. Overall, how would you rate this website for obtaining disaster assistance information? Would you say it was: Excellent Good Satisfactory Below Average Poor No Opinion If Below Average or Poor go to question 4a otherwise go to question 5.	No change
4a.	4a. Tell me a little about your reasons for that rating. Difficulty navigating the screens No contact phone numbers on referrals Questions hard to understand No web address / link on referrals Response option hard to understand Technical problems Referrals were too lengthy Referrals were hard to understand Other	4a. Revised Please tell me your reasons for that rating. Did not find what I needed Phone numbers not provided/accurate Questions too complicated/hard to understand Referrals hard to understand Referrals too lengthy Response options too complicated/hard to understand Screen navigation difficult Technical problems Web address or link not provided/accurate Other
Introduction	For the next questions please think only about your experience in using the internet to view or change your disaster assistance application.	Revised For the next questions please think only about your experience in using the internet to view, update or upload information to your FEMA application.
5.	5. Overall, how would you rate that experience? Would you say it was: Excellent Good Satisfactory Below Average Poor No Opinion If Below Average or Poor go to question 5a otherwise go to question 6.	No change
5a.	5a. Tell me a little about your reasons for that rating. System was difficult to use Instructions were hard to understand Took too long to view / edit information Help Page information was not clear Technical problems Did not provide information needed Other	5a. Revised Please tell me your reasons for that rating. Help Page information hard to understand Instructions hard to understand Took too long to view/edit information Technical problems Did not provide information needed System/Screen navigation was difficult Difficulty/unable to edit/update information Difficulty/unable to upload documents Logon password/PIN issues Other
6.	6. Each screen included a "Help for this page" button to assist you in filling out your application. Would you say the help information was…. Excellent Good Satisfactory Below Average Poor Did not use If Below Average or Poor go to question 6a otherwise go to question 7.	No change
6a.	6a. In what way was the help information Below Average or Poor? Information was too complicated Did not understand the terms used Not enough information provided Other	No change
7.	7. The Application Overview screen provided a summary of the categories of assistance, status of your Claim, date approved and eligible amount. How would you rate this section on providing needed information? Would you say that information was… Excellent Good Satisfactory Below Average Poor Did Not Use No Opinion If Below Average or Poor go to question 7a otherwise go to question 8.	No change
7a.	7a. What were your reasons for that rating? Did not understand Category Information Did not understand Status Information Not enough details provided Help instructions not clear Other	7a. Revised What were your reasons for that rating? Did not understand Category Information Did not understand Status Information Not enough details/information provided Help instructions not clear Info was not updated/accurate Other
8.	8. The Correspondence screen summarized correspondence sent from FEMA as well as letters and faxes you sent to FEMA. How would you rate this section? Would you say that information was.. Excellent Good Satisfactory Below Average Poor Did Not Use No Opinion If Below Average or Poor go to question 8a otherwise go to question 9.	8. Revised The Correspondence screen provided information on letters and documents sent by FEMA as well as those received from you. How would you rate this section? Would you say that information was.. Excellent Good Satisfactory Below Average Poor Did Not Use No Opinion If Below Average or Poor go to question 8a otherwise go to question 9.
8a.	8a. In what way was the correspondence information Below Average or Poor? Items requested by FEMA were difficult to understand Items I sent to FEMA were not listed as received Summary of letter was difficult to understand Help instructions not clear Other	8a. Revised In what way was the correspondence information Below Average or Poor? Items requested by FEMA were difficult to understand Items I sent to FEMA were not listed as received Summary of letters was difficult to understand Help instructions not clear Not able to view/print correspondence Other
New		9. New Have you uploaded documents directly to your account rather than using fax or mail? Yes No Don’t remember Didn’t know I could If Yes go to question 9a otherwise go to question 9c.
New		9a. new How would you rate the document upload process? Would you say it was: Excellent Good Satisfactory Below Average Poor Did Not Use No Opinion If Below Average or Poor go to question 9b otherwise go to question 9c.
New		9b. New What suggestions do you have for improving the upload process?
New		9c. New FEMA disaster assistance applicants can receive alerts to login to their online account to view new information. Are you receiving Text Message Alerts? Yes No Don’t know/remember If Yes go to 9d otherwise go to question 10.
New		9d. New How would you rate the alert notification process in helping you stay informed about your application? Would you say it was… Excellent Good Satisfactory Below Average Poor Did Not Use No Opinion If Below Average or Poor go to question 9e otherwise go to question 10.
New		9e. New What suggestions do you have for improving the alert notification process?
9.	9. The Agency screen provided contact information for other agencies or organizations that may be able to assist you. Would you say that information provided was.. Excellent Good Satisfactory Below Average Poor Did Not Use No Opinion If Below Average or Poor go to question 9a otherwise go to question 10.	10. No change
9a.	9a. In what way was the information Below Average or Poor? Description of agency services was difficult to understand Agency contact information was incomplete No agency found for assistance needed Help instructions not clear Other	10a. Revised In what way was the information about other agencies or organization [Below Average/Poor]? Description of agency services was hard to understand/confusing Agency contact information not complete/accurate or could not use No agency found for assistance needed Not enough information Screen navigation difficult Too much information Help instructions not clear Other
10.	10. Did you call the website's Technical Support 800 number about a technical problem? Yes No If yes go to question 10a otherwise go to question 11.	11. Revised Did you call the website’s Technical Support toll free number for assistance with technical problems? Yes No Don’t remember If yes go to question 11a otherwise go to question 12.
10a.	10a. Thinking only about your communications with Technical Support, how would you rate the service your received? Would you say it was… Excellent Good Satisfactory Below Average Poor No Opinion If Below Average or Poor go to question 10b otherwise go to question 11.	11a. No change
10b.	10b. In what way was the support Below Average or Poor? 800 Number Tech did not answer question Took too long to get through to 800 number 800 Number gave incorrect information 800 Number Poor Customer Service Other	11b. Revised In what way was the service from Technical Support [Below Average/Poor]? Technical Rep did not answer question Technical Rep gave incorrect info Technical Rep gave poor customer service Took too long or could not get through to Technical Helpdesk Other
11.	11. If you need to check on your FEMA application again how likely would you be to use the internet? Would you… Definitely use Probably use Might or Might Not use Probably would Not use Definitely would Not use No Opinion If Probably would Not use or Definitely would Not use go to question 11a otherwise go to question 12.	12. Revised In the future, should you need to check on your FEMA application, how likely are you be to use the online application? Would you… Definitely use Probably use Might or Might Not use Probably would Not use Definitely would Not use No Opinion If Probably would Not use or Definitely would Not use go to question 12a otherwise go to question 13.
11a.	11a. What changes are needed to increase the likelihood?	12a. Revised What changes are needed to increase the likelihood of you using the online application in the future? (Text Box)
12.	12. Would you recommend the site to a friend or family member? Yes No Do Not Know	13. Revised Would you recommend the DisasterAssistance.gov site to a friend or family member? Yes No Don’t Know
Closing 13.	13. Your opinion is very valuable to us; may we call you at a later date to ask you some additional questions? If Yes: Thank you for your time. Have a good day/evening. If No: I understand. Thank you for your time. Have a good day/evening.	14. No change

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