Reimbursable Services Program Stakeholder Feedback

Reimbursable Services Program Stakeholder Feedback - 2018
Introduction

U.S. Customs and Border Protection (CBP) appreciates your feedback on the Reimbursable Services Program. What you
tell us about the program helps us to improve our partnership.
Your participation is voluntary.
Click the button below to start the survey. Thank you for your participation!

OMB No. 1651-0136, Expiration: 02/28/2021
Paperwork Reduction Act Statement: An agency may not conduct or sponsor an information collection and a person is not required to respond to this
information unless it displays a current valid OMB control number and an expiration date. The control number for this collection is 1651-0136. This collection
is voluntary. The estimated average time to complete this application is 10 minutes. If you have any comments regarding the burden estimate you can
write to U.S. Customs and Border Protection, Office of Regulations and Rulings, 90 K Street, NE., Washington DC 20229.

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Reimbursable Services Program Stakeholder Feedback - 2018
Program Utilization

1. On Average, with what frequency did you as the stakeholder use the
Reimbursable Services Program?
Daily

Every other Month

Weekly

Less than five times

Monthly

Never

If Never, please explain why you did not use the program:

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Reimbursable Services Program Stakeholder Feedback - 2018
Program Satisfaction:

2. Overall, how satisfied are you with the Reimbursable Services
Program (RSP)?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

3. How satisfied are you with the level of service provided by CBP
Headquarters Staff?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

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4. How satisfied are you with the level of service provided by CBP Port
Staff?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

5. How satisfied are you with the process for requesting services?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

6. How satisfied are you with CBP's fulfillment of your requested
services?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

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7. How satisfied are you with the billing process?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

8. How satisfied are you with the payment process?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

9. How satisfied are you with the Monthly Metrics Reports?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

10. How satisfied are you with the Annual Overview Report?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

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11. How satisfied are you with your meetings and local coordination with
CBP staff?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

12. How satisfied are you with the program meeting your goals and
needs?
Very Dissatisfied

Satisfied

Dissatisfied

Very Satisfied

Neutral
Please Describe:

13. Is there anything CBP can do to increase your satisfaction with the
program?

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Reimbursable Services Program Stakeholder Feedback - 2018
Program Impact:

14. In general, has RSP had a positive impact for you as the
stakeholder?
Yes
No
N/A
Please Describe:

15. Has RSP provided a positive impact for your own stakeholders
and/or the community?
Yes
No
N/A
Please Describe:

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16. Has RSP received positive attention from local media?
Yes
No
N/A
Please Describe:

17. Has RSP received positive attention from state/local government
officials or public representatives?
Yes
No
N/A
Please Describe:

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Reimbursable Services Program Stakeholder Feedback - 2018

18. Please select your Port Type
Air
Land
Sea

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Reimbursable Services Program Stakeholder Feedback - 2018
Impact to Airport Operations:

19. Has the airport seen an increase in the total number of flights due to
the program?
Yes
No
Please Describe:

20. Will the availability of the program impact your forecasts for total
number of flights next year?
Yes
No
Please Describe:

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21. Has the airport been able to add flights outside of CBP's normal
operating hours?
Yes
No
Please Describe:

22. Has the airport been able to reschedule flights because of the
program availability?
Yes
No
Please Describe:

23. Has there been a reduction in primary processing wait times due to
RSP hours?
Yes
No
Please Describe:

24. Have the airlines reported a decrease in the number of missed
passenger connections?
Yes
No
Please Describe:

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25. Have the airlines reported a decrease in the number of
missed baggage connections?
Yes
No
Please Describe:

26. Have flights been processed more quickly through CBP?
Yes
No
Please Describe:

27. In general, has RSP had a positive impact on traveler satisfaction at
your airport?
Yes
No
Please Describe:

28. Do the airlines favor the program at your airport?
Yes
No
Please Describe:

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29. Briefly describe how you are utilizing the program to date:

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Reimbursable Services Program Stakeholder Feedback - 2018
Impact to Land Port Of Entry Operations:

30. Have you seen an increase in pedestrian volume?
Yes
No
N/A
Please Describe:

31. Have you seen a decrease in pedestrian wait times?
Yes
No
N/A
Please Describe:

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32. Have you seen an increase in personally owned vehicle volume?
Yes
No
N/A
Please Describe:

33. Have you seen a decrease in personally owned vehicle wait times?
Yes
No
N/A
Please Describe:

34. Have you seen an increase in commercially owned vehicle volume?
Yes
No
N/A
Please Describe:

35. Have you seen a decrease in commercially owned vehicle wait
times?
Yes
No
N/A
Please Describe:

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36. Will the availability of the program positively impact your traffic
forecasts for next year?
Yes
No
N/A
Please Describe:

37. In general, has RSP had a positive impact on traveler satisfaction at
your port?
Yes
No
N/A
Please Describe:

38. Have you seen an increase in toll revenue?
Yes
No
N/A
Please Describe:

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39. Do your stakeholders favor the program at your port?
Yes
No
N/A
Please Describe:

40. Briefly describe how you are utilizing this program to date:

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Reimbursable Services Program Stakeholder Feedback - 2018
Impact to Sea Port of Entry Operations:

41. Have you seen a decrease in passenger wait times during RSP
usage?
Yes
No
N/A
Please Describe:

42. Has the program provided additional opportunities for cargo and
commercial goods to be processed?
Yes
No
N/A
Please Describe:

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43. Has there been an increase in vessels being cleared?
Yes
No
N/A
Please Describe:

44. Do your local stakeholders favor the program?
Yes
No
N/A
Please Describe:

45. In general, has RSP had a positive impact on traveler satisfaction at
your port?
Yes
No
N/A
Please Describe:

46. Briefly describe how you are utilizing this program to date:

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Reimbursable Services Program Stakeholder Feedback - 2018
Concluding Comments:

47. What goals are you trying to achieve in utilizing the program?

48. Has the program helped you meet those goals?
Yes
No
Please Describe:

49. Do you plan to request services throughout the remainder of the
year?
Yes
No
Please Describe:

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50. Please provide any additional comments or feedback with respect to
RSP:

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