CSBG AT 2018-01 American Customer Satisfaction Index (ACSI) Survey for CSBG Grantees

U.S. Department of Health and Human Services
Administration for Children and Families
Office of Community Services
Division of State Assistance
330 C Street, SW, 5th Floor
Washington, D.C. 20201
www.acf.hhs.gov/programs/ocs/programs/csbg

Community Services Block Grant
Action Transmittal

Re: Transmittal No. CSBG-AT-2018-01

Date: October 16, 2017

TO: COMMUNITY SERVICE BLOCK GRANT (CSBG) GRANTEES

GUIDANCE
INTENDED FOR:   X STATES
                             __TRIBES/TRIBAL ORGANIZATIONS
                              X TERRITORIES
                             __ELIGIBLE ENTITIES
                             __CSBG TRAINING AND TECHNICAL ASSISTANCE GRANTEES

SUBJECT: American Customer Satisfaction Index (ACSI) Survey for CSBG Grantees

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 Model State Plan, as approved by OMB (Control No. 1090-0007; Expiration Date — March 31, 2018), CSBG Information Memorandum No. 151.

PURPOSE: To notify CSBG Grantees that the 2017 American Customer Satisfaction Index (ACSI) Survey of Grantees will be made available online on Tuesday, October 17, 2017 and will remain open through Friday, November 10, 2017 and to provide information on key actions for CSBG State Grantees and Technical Assistance Providers.

BACKGROUND: As part of CSBG’s Performance Management Framework, the Office of Community Services (OCS) has implemented the Federal Accountability Measures. Like the State Accountability Measures, the federal measures call for surveying grantees, including the states and territories, OCS’ customers, to determine how well we are meeting some of the measures. The Federal Accountability Measures are described in CSBG IM #144 State and Federal Accountability Measures and Data Collection Modernization.

As part of our continuing effort to improve the efficiency, effectiveness, and quality of performance, services, processes, capacities, and outcomes across the CSBG Network, OCS is seeking feedback through the ACSI survey from State CSBG Lead Agencies, and the territories. The upcoming survey is intended to build on the 2015 survey. It provides states an opportunity to offer constructive feedback to OCS. While participation is voluntary, a high level of participation is critical for OCS to assess satisfaction with the services we provide to grantee organizations. OCS will use the results of the survey to inform its performance on the Federal Accountability Measures and to determine strategies for continued improvement.

CFI Group, an independent third-party research group, is administering the survey. All responses will remain confidential. CFI Group will only provide aggregated survey data to OCS. Once OCS receives the final survey report, we will communicate to the network the survey results and the actions we plan to take in response to the feedback.

ACTION: Response to this survey by CSBG Lead Agencies and Territories is very important. Nationwide participation is imperative to obtain the most comprehensive feedback. Key actions are outlined below.

• State CSBG Lead Agencies and Territories — Please complete the survey according to the instructions provided below.

• Actions for CSBG Technical Assistance Providers — Please distribute this action transmittal to your contact lists and encourage participation.

We expect the survey will be made available online on Tuesday, October 17, 2017 and will remain open through Friday, November 10, 2017. The State Lead Agency Officials and Territories representatives will receive official notification via email from the CFI Group on behalf of OCS with the email address of: noreply-cfigroup@qualtrics-survey.com. Completing the survey should take no more than 10 - 12 minutes. Please be on the lookout for it including looking in your spam files. It is also important that the person who receives the survey not forward it as this will make the survey link inoperable. To ensure that the network is aware of the survey questions, OCS will make the survey instrument available on our website.

OCS remains committed to improving the services and tools it provides states so states, in turn, can support their local agencies in achieving the goals of CSBG. Should you have any questions please contact Kate Blunt; kateblunt@gmail.com or Roneika Carr; Roneika.Carr@acf.hhs.gov.

Seth Hassett
Director, Division of Community Assistance
Office of Community Services

Attachment:

OCS CSBG ACSI Survey of States Instrument_2017