CSBG DCL Announcement of the ACSI Survey for States

Publication Date: November 9, 2015

U.S. Department of Health and Human Services
Administration for Children and Families
Office of Community Services
Division of State Assistance
370 L'Enfant Promenade, S.W.
Washington, D.C. 20447


Community Services Block Grant
Dear Colleague Letter

Re: Announcement of the ACSI Survey for States

Date: November 9, 2015

Dear Colleagues,

In collaboration with the Community Services Block Grant (CSBG) Network, the Office of Community Services (OCS) developed State and Federal Accountability Measures to track organizational performance of both State CSBG Lead Agencies and OCS.  These measures are part of an enhanced accountability and performance management framework across the CSBG Network.  Beginning this fiscal year, OCS will collect data and prepare to analyze and report on Federal CSBG Accountability Measures.  For your reference, a copy of the Federal Accountability Measures is attached.

OCS has chosen to use the American Customer Satisfaction Index (ACSI) methodology to survey the States.  This is the same methodology recently used to survey local eligible entities on the State Accountability Measures.  The ACSI survey gives State CSBG Lead Agencies an opportunity to provide OCS with feedback on critical Federal activities, including State plan review and acceptance; distribution of funds; grant monitoring and corrective action; and training and technical assistance.  OCS will use the results of the survey to determine baseline performance for many of the accountability measures and to determine strategies for improving its customer service to the States.

In 2012, we used the ACSI to measure the experience of CSBG and Low Income Home Energy Assistance Program (LIHEAP) grantees with those programs.  Based on feedback from that survey, both the CSBG and LIHEAP offices undertook new efforts to improve in key areas such as automating the state plan process and improving the content and frequency of training delivered by OCS.

Survey Details

  • The survey will be conducted by the CFI Group, an independent third-party research organization.
  • The State Lead CSBG Official will receive notification of the survey from CFI on behalf of OCS via the email address of noreply-cfigroup@qualtrics-survey.com  on Tuesday, November 10, 2015.  The survey will close on Friday, December 4, 2015.  Only the State Lead CSBG Official will receive an email link from CFI.  There will only be one survey response per State grantee.
  • We recommend that you check your spam and quarantine folders in case the survey is sent there.  It is also important that the person who receives the survey not forward the email link to others as this makes it inoperable.
  • If you have not received the survey by Friday, November 13, 2015, please contact your assigned OCS Program Specialist.
  • All responses to the survey will remain anonymous.  CFI will only provide OCS with aggregated data.
  • Once OCS receives the final survey report, we will communicate the results to State officials and share the actions we plan to take in response to the State feedback.

OCS is committed to meeting the Federal Accountability Measures and improving the services and tools it provides the States.  State feedback is a critical element to our ability to learn and improve.  If you have questions regarding the survey, please do not hesitate to contact your assigned OCS Program Specialist.  We look forward to your participation in the upcoming survey.

Jeannie L. Chaffin                                                                             Seth Hassett
Director                                                                                             Director, Division of State Assistance
Office of Community Services                                                           Office of Community Services

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