Biennial Review of Defense Agencies and DOD Field Activities

2007 - 2008 Biennial Review
of Defense Agencies and DoD Field Activities

ID: DLSA00418759
You have been nominated to help us with the Biennial Review of Defense Agencies and DoD Field Activities. With your
help, we'll be able to determine how well the products and services provided by agencies and field activities meet the
needs of the organizations they serve. Each agency and activity has organized their mission into one or more business
lines. You have been nominated as a person knowledgeable about the following business line:
Agency/Activity: Defense Legal Services Agency
Business Line: Adjudication of Disputes for DoD Component Organizations (Defense Office of Hearings and Appeals)
This business line includes these products and services:
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Waiver of debt owed to DoD
Transportation claims
Special education/early intervention disputes
Process for denial or revocation of security clearance
Claims involving pay and allowances
TRICARE benefit disputes
Alternative dispute resolution

Please continue...

{DD-DA and M(BI)2025}

DLSA00418759
Background Questions:
Choose one of the following that best describes your organization's relationship with the Defense Legal Services
Agency for this business line.
Traditional
They produce and deliver the product or service with minimal input from us.
Support
We give them our requirements, then they produce and deliver the product or service to us.
Partner
We work together jointly in defining, producing and delivering the product or service.
Oversight
We provide guidance or direction to this organization about the products or services.

Choose one of the following that best describes your organization's relationship with the Defense Legal Services
Agency for this business line.
Command
One or more organizations under my control use products or services from this business line.
Coordinator
I coordinate my organization's use of products or services in this business line with the Defense Legal Services
Agency.
Program Manager
I manage missions or functions that use this product or service.
Resource Manager
I manage the support of mission functions that use this product or service.
Direct Customer
I work with a mission or mission support function that uses this product or service.
Oversight
I provide guidance or direction to the agency or activity, or I review their performance.
None
I have no relationship with my organization’s use of this product or service.

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Tell us about your organization and this business line.
1A. How important are the associated products and services to your organization?
Essential
Very important
Important
Somewhat important
Not important
No opinion

1B. How strong is your organization's continuing need for the products or services in this business line?
Strong continuing need
Moderate continuing need
Slight continuing need
No continuing need
No opinion

Tell us about your organization and this business line.
Yes
1C. Does your organization pay for the products or services received from this business
line?
1D. Does your organization influence the level of funding for this business line?
1E. Are these products or services available from another source?
1F. If these products or services are available elsewhere, is this agency/activity your
supplier of choice?
1G. Are these products or services something that your organization could do better itself?
1H. Are you aware of performance standards this agency or activity has for this business
line?
1I. If yes, have the performance standards been met?

No

I don't
Know

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How satisfied are you with how Defense Legal Services Agency responds to your organization in providing the
products or services in this business line?
Very
Satisfied

Satisfied

Neutral Dissatisfied

Very
Dissatisfied

Does
Not
Apply

2A. Considers our issues
2B. Resolves our issues
2C. Understands our priorities
2D. Follows our priorities
2E. Knows our requirements
2F. Meets our requirements
How satisfied are you with how Defense Legal Services Agency coordinates with your organization?
Very
Satisfied

Satisfied

Neutral Dissatisfied

Very
Dissatisfied

Does
Not
Apply

3A. Opportunities for oversight
3B. Opportunities for feedback
3C. Input on budgets and resource allocation
3D. Support from customer service representative
3E. Support from dedicated liaison
3F. Holding joint exercises
3G. Having joint boards or panels
3H. Other method
Specify other

How satisfied are you with the overall quality of the products and services in this business line?
Very
Satisfied
4A. Effectiveness (meets requirements)
4B. Quality (is free of defects)
4C. Efficiency (is easy to use)
4D. Cost effectiveness (good value)
4E. Timely (available when needed)

Satisfied

Neutral Dissatisfied

Very
Dissatisfied

Does
Not
Apply

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How satisfied are you with these specific products and services in the business line?
Note - please rate only those products and services
you are familiar with.
5.1 Waiver of debt owed to DoD
5.2 Transportation claims
5.3 Special education/early intervention disputes
5.4 Process for denial or revocation of security
clearance
5.5 Claims involving pay and allowances
5.6 TRICARE benefit disputes
5.7 Alternative dispute resolution

Very
Satisfied

Satisfied

Neutral Dissatisfied

Very
Cannot
Dissatisfied Judge

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Please give us your comments
Please elaborate if you said your organization could provide these products and services for itself
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Please elaborate on your organization's ability to provide these products and services for all of DoD
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Please elaborate if you can on any "very dissatisfied" answers
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Specific suggestions you have for improving particular products or services
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Related products or services that you would like to have provided
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Other comments
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Sharing your results (please select one):
You may share my comments directly with no editing.
My comments contain no identifying information - they do not need to be edited.
Please edit any identifying information out of my comments before sharing it with Defense Legal Services Agency

If you are not the person who this survey was addressed to, please tell us who you are. We will save your name and contact
information but the orginal name will not change.
Full name:
Email:
Phone:
You may reply using the method that is most convenient for you.
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Mail it in the enclosed envelope (Send to Westat, 1650 Research Boulevard, Rockville, MD 20850)
Visit the Biennial Review web site: https://biennialreview.osd.mil

Enter your Access code: C096-A021-F080 to complete the survey online.
Questions? Call us toll free: 1-888-663-9084