ACF-OCS-CSBG-AT-25-04 ACSI Survey for Eligible Entities CY24

Publication Date: November 26, 2024

Community Services Block Grant

Action Transmittal

AT#: ACF-OCS-CSBG-AT-25-04

DATE: November 26, 2024

TO: CSBG Network

SUBJECT: 2024 ACSI Survey of CSBG Eligible Entities

ATTACHMENT(S): ACSI Eligible Entity Survey Instrument

Dear Colleagues,

RELATED REFERENCES

Section 678E of the CSBG Act, Title VI, Subtitle B, of the Omnibus Budget Reconciliation Act of 1981, Public Law 97-35, as amended; Human Services Amendments of 1994, P.L.103-252; the FY 1996 CSBG Appropriation Legislation, P.L.104-134; CFR Title 45, Part 96; Coats Human Services Reauthorization Act of 1998, P. L. 105-285, Department of Health and Human Services Block Grant Regulations and Current Poverty Income Guidelines; ACF’s CSBG State Plan, as approved by OMB (Control No. 0970-0382; Expiration Date — August 31, 2027). 

PURPOSE 

To notify Community Services Block Grant (CSBG) lead agencies, eligible entities, and federal training and technical assistance (TTA) grant recipients that the 2024 American Customer Satisfaction Index (ACSI) survey of CSBG Eligible Entities will be made available online on Monday, December 2, 2024 through Friday, January 10, 2025. 

BACKGROUND 

The Office of Community Services (OCS) requires state CSBG grant recipients to submit a state plan to OCS as cited in the CSBG Act, Section 678E. Since 2015, OCS has implemented the process of surveying the eligible entities. The data obtained from the surveys is used by CSBG lead agencies to develop their state plans, and to make operational improvements. OCS used the initial survey data to develop CSBG IM No. 151 Training and Technical Assistance Strategy, published in 2017.

As part of our ongoing effort to assess and improve performance across the CSBG network, OCS launched the Fiscal Year 2022 Community Services Block Grant Training and Technical Assistance Needs Assessment Survey and provided the results in CSBG DCL No. 2022-47 T/TA Needs Assessment Summary Report and Dashboard. In this survey, CSBG eligible entities were able to prioritize their TTA needs, and the information was shared with OCS and CSBG lead agencies.

OCS is seeking feedback from CSBG eligible entities through the ACSI survey to:

  • Obtain a snapshot of the eligible entities’ customer experience.
  • Highlight the success of the CSBG lead agencies in meeting the needs of grant recipients.
  • Inform progress on the state accountability measures.
  • Provide information to CSBG lead agencies to inform future TTA planning when developing their CSBG state plans.
  • Support continuous quality improvement by identifying the operational areas most in need of improvement and with the greatest impact on customer service.

ACTIONS

OCS requests nationwide participation in the survey. It is important to have a statistically significant[1] response rate for each CSBG lead agency as this will allow the Claes Fornell International (CFI) Group, the survey administrators, to provide customized feedback to each CSBG lead agency, which can be used for continuous improvement, a critical benefit of the ACSI survey.

To maximize survey participation, OCS requests:

  • CSBG Lead Agencies distribute this Action Transmittal to all CSBG eligible entities within your state and encourage participation by eligible entities.
  • CSBG Federal TTA Providers distribute this Action Transmittal to your contact lists and encourage participation by CSBG eligible entities.
  • CSBG Eligible Entities complete the survey according to the instructions provided below. Please note that the survey will go to executive directors in each eligible entity but can be forwarded to another party within the agency, however, only one person from the agency will be able to fill it out.

Eligible entities will receive official notification via email from the CFI Group on behalf of OCS with the email address of: noreply@qemailserver.com. The subject line will read: OCS 2024 ACSI Survey of CSBG Eligible Entities. Completing the survey should take less than 20 minutes. OCS is requesting eligible entities intentionally look for the survey, check junk or spam files, and complete the survey as soon as possible.

Again, the survey will be available online to all eligible entities on Monday, December 2, 2024, and will remain open through Friday, January 10, 2025. 

OCS’ goal is to disseminate ACSI reports to CSBG lead agencies in February 2025.

Should you have any questions, please contact Roneika Carr at CSBGStates@acf.hh.gov.    

Thank you for your attention to these matters. OCS looks forward to continuing to provide high-quality services to OCS partners.

/s/
Cheryl Zuni
Interim Director, Division of Community Assistance
Office of Community Services

[1] Describes a mathematical measure of difference between groups. The difference is said to be statistically significant if it is greater than what might be expected to happen by chance alone. Also called significant. [National Cancer Institute ]