677 2013 677 My Social Security v2 CQ changes

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Overview

Guidelines
Welcome and Thank You Text
Proposed v2 Model Qsts
V2 Current CQs
V1 Current CQs

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Sheet 1: Guidelines

SSA My Social Security v2

Partitioned Yes

Questionnaire Management Guidelines

Goals:

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One consolidated document to track all model and CQ changes throughout the life of the project

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Questionnaire always matches the live survey

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Easy and error-free way to submit CQ changes

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All changes tracked and reflected in one document (DOT will help)

Questionnaire Resources:

1

Questionnaire Design and Approval Process

2

Question Grouping Rules

3

OPS vs. Skip Logic Decision for "Other, Please Specify"

4

Model and Custom Question Checks_ SRA

5

Model and Custom Question Checks_ Team LeadManager

6

Model and Custom Question Checks_ DOT

7

Foreign Language Survey Instructions

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Sheet 2: Welcome and Thank You Text

Model Instance Name:

SSA My Social Security v2

MID:

Z5w0N58sJ5AkRkYUg4pVFg==

Partitioned Yes

2/8/2012

Welcome and Thank You Text

Directions:

This welcome text is shown at the top of the questionnaire window and the thank you text at the bottom. This is a good place to mention the site/company/agency name so the visitor knows whom they are taking the survey for. Feel free to modify the standard Welcome text shown in the box below.

Examples

Welcome Text Example

Welcome Text

Thank you for visiting our site. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve. Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.

Thank You Text Example

Thank You Text

Thank you for taking our survey and for helping us serve you better. Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.

us

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Sheet 3: Proposed v2 Model Qsts

Model Instance Name:
SSA My Social Security v2
MID:	R9JQtMNl09w1VJAZFxsVYQ4C
Partitioned Yes
FPI Included(Y/N)?
Date:		6/12/2013
SSA My Social Security v2
Model questions utilize the ACSI methodology to determine scores and impacts
		ELEMENTS (drivers of satisfaction)			CUSTOMER SATISFACTION			FUTURE BEHAVIORS	FPI
	MQ Label			MQ Label			MQ Label		Y?
		Look and Feel (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Recommend (1=Very Unlikely, 10=Very Likely)
	Look and Feel - Appeal	Please rate the visual appeal of this site.		Satisfaction - Overall	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)		Recommend	How likely are you to recommend this site to someone else?
	Look and Feel - Balance	Please rate the balance of graphics and text on this site.		Satisfaction - Expectations	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)			Return (1=Very Unlikely, 10=Very Likely)
	Look and Feel - Readability	Please rate the readability of the pages on this site.		Satisfaction - Ideal	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)		Return	How likely are you to return to this site?
		Navigation (1=Poor, 10=Excellent, Don't Know)						Use Web Channel Over Others (1=Very Unlikely, 10=Very Likely)
	Navigation - Organized	Please rate how well the site is organized.					Use Web Channel Over Others	How likely are you to use this site rather than seek information from other channels (i.e. local field office, call center)?
	Navigation - Options	Please rate the options available for navigating this site.
	Navigation - Layout	Please rate how well the site layout helps you find what you are looking for.
		Site Performance (1=Poor, 10=Excellent, Don't Know)
	Site Performance - Loading	Please rate how quickly pages load on this site.
	Site Performance - Consistency	Please rate the consistency of speed from page to page on this site.
	Site Performance - Errors	Please rate the ability to load pages without getting error messages on this site.
		My Social Security Information (1=Poor, 10=Excellent, Don't Know)
	My Social Security Information - Thoroughness	Please rate the thoroughness of information you viewed on this site today.
	My Social Security Information - Quality	Please rate the quaility of information you viewed today.
	My Social Security Information - Provided Answers	Please rate how well the information viewed today provided answers to your questions.
		Plain Language (1=Poor, 10=Excellent, Don't Know)
	Plain Language - Clear	Please rate the clarity of the wording on this site.
	Plain Language - Understandable	Please rate how well you understand the wording on this site.
	Plain Language - Concise	Please rate this site on its use of short, clear sentences.

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Sheet 4: V2 Current CQs

Model Instance Name:			red & strike-through: DELETE
SSA My Social Security v2			underlined & italicized: RE-ORDER
MID:	R9JQtMNl09w1VJAZFxsVYQ4C		pink: ADDITION
Partitioned Yes	2/8/2012		blue + -->: REWORDING
SSA My Social Security v2 CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
BJL1497		Did you register for a username and password today?	Yes	A,Z,B,C,D,DD,E	Radio button, one-up vertical		Y	Skip Logic Group	Password Registration
			No
BJL1498	A	Please tell us how long it took you to complete your registration:	Less than 10 minutes		Radio button, one-up vertical	Single	N	Skip Logic Group	Registration SAT
			11 minutes - 15 minutes
			16 minutes - 30 minutes
			31 minutes - 1 hour
			Greater than 1 hour
	Z	Prior to successfully creating a username and password today, have you previously visited the site to create a username and password?	Yes		Radio button, one up vertical	Single	Y	skip logic	Previous attempts to create username Password
			No
			I don't recall
BJL1499	B	Did you register for Extra Security today?	Yes		Radio button, one-up vertical		N	Skip Logic Group	ExtraSecurityReg
			No
			I tried but was unsuccessful
			I don't know
BJL1500	C	Did you understand all the instructions for registering for a username and password today?	Yes		Radio button, one-up vertical	Single	N	Skip Logic Group	Instructions
			Partially	CC
			No	CC
BJL1501	CC	Please explain what you did not understand about the instructions.			Text area, no char limit		N	Skip Logic Group	OE_Instructions
BJL1502	D	Did you see any information describing the website's security policies or features?	Yes		Radio button, one-up vertical	Single	N	Skip Logic Group	Security
			No
BJL1503	DD	Do you have any concerns about the security of transactions on this website?	Yes	DDD	Radio button, one-up vertical	Single	N	Skip Logic Group	Security Concerns
			No
BJL1504	DDD	Please describe your concerns with the security of this site.			Text area, no char limit		N		OE_Security Concerns
BJL1505	E	What would you like us to improve, if anything, about this site's registration process?			Text area, no char limit		N	Skip Logic Group	OE_Reg Improvement
		Including today, how often have you accessed your My Social Security account?	This is my first time		radial button one up vertical	Single	Y		Access Frequency
			2-4 times
			5-8 times
			9 or more times
BJL1506		Are you currently receiving cash benefits?	Yes, I am receiving Supplemental Security Income (SSI)	A	check box vertical	Single	Y	Skip Logic Group	Cash Benefits
			Yes, I am receiving Social Security Benefits (retirement, Disability, or Survivors)	B
			Yes, I am receiving both SSI and Social Security Benefits (Retirement, Disability, or Survivors)	A
			Recently applied for Social Security Benefits (Retirement, Disability, or Survivors) or SSI	C
			No (not receiving any benefit or receiving Medicare Only)	C
			I don't know or prefer not to answer	C
		What was your primary reason for visiting today? (Check all that apply)	To print or view my Social Security Statement		radio button, one up vertical	Multi	y	skip logic	Primary Reason
			To check my earnings record
			To view my Benefits and Payment Details
			To get a Benefit Verification Letter	A
			Add Extra Security to my online account
			To update my address
			To enroll or update my direct deposit
			To find a form (W-2, etc..)
			Just curious - wanted to see what information was available with an online account
			Other reason for visiting today:	Z
	A	Which Agency or program requested you obtain a Benefit Verification Letter? (Check all that apply)	USDA - SNAP		radio button, one up vertical	multi	y	skip logic	Requested iBeve
			IRS
			HUD
			U.S. Department of Veterans Affairs
			Applying for a Retirement Visa in another country
			Medicare
			Medicaid
	Z	Please tell us what your primary reason was for visiting today:			text area, no char limit		n	Skip Logic Group	OE_Primary Reason
BJL1507	A	What was your primary reason for visiting today? (Check all that apply)	To print my Social Security Statement		Checkbox, one-up vertical	Single	Y	Skip Logic Group	SSI Only Primary Reason
			To check my earnings record
			To view my Benefits and Payment Details
			To get a Benefit Verification Letter
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			Other reason for visiting today:	AA
BJL1508	AA	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_SSI Only Other Primary Reason
BJL1509	B	What was your primary reason for visiting today? (Check all that apply)	To print my Social Security Statement		Checkbox, one-up vertical	Single	Y	Skip Logic Group	Cash Benefit Primary Reason
			To check my earnings record
			To view my Benefits and Payment Details
			To get a Benefit Verification Letter
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			To update my address
			To enroll or update my direct deposit
			Other reason for visiting today:	BB
BJL1510	BB	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_Cash Benefit primary reason
BJL1511	C	What was your primary reason for visiting today? (Check all apply)	To print my Social Security Statement		Checkbox, one-up vertical	Single	Y	Skip Logic Group	No cash Benefit
			To check my earnings record
			To view my estimated benefits
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			Other reason for visiting today:	CC
BJL1512	CC	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_No cash Benefit Primary Reason
BJL1513		Now that you've looked at your online statement, how often do you think you'll return to review it?	Less frequently than once a year		Dropdown (Select-one)	Single	Y		View Statement
			At least once a year
			Every 6 months
			Once a quarter
			Once a month
			More frequently than once a month
			Other
BJL1514		Were you able to accomplish what you wanted to on the site today?	Yes		Radio button, one-up vertical	Single	Y	Skip Logic Group	Task Accomplishment
			No	X,Y
	X	Please explain why you were unable to accomplish your task today.			text area, no char limit		N		OE_unable to Accomplish
BJL1515	Y	Since you were not able to accomplish what you wanted to do today, what do you plan to do next? (Please select all that apply)	Return and try again		Checkbox	Multi	Y	Skip Logic Group	Do Next
			Visit a local Social Security office
			Call a local Social Security office
			Call Social Security's 800 number
			Submit an e-mail to Social Security
			Write a letter to Social Security
			Take no action
			Other, please specify	YY
BJL1516	YY	Please tell us what other action you plan to take next.			Text area, no char limit		N		OE_Do Next
BJL1517		Was there any information on the site that was unclear to you?	No, all the information was clear		Checkbox	Multi	N		Clarity of Info
			The language used
			How to print a statement
			Instructions for registering for a username and password
			Instructions for resetting a password and/or recalling a username
			Other
BJL1518		What did you like most about your experience today?			Text area, no char limit		N		OE_Like
BJL1519		What did you like least about your experience today?			Text area, no char limit		N		OE_Dislike
BJL1520		Please select the category that includes your age.	18-24		Drop down, select one	Single	N		Age
			25-34
			35-44
			45-54
			55-59
			60-64
			65-74
			75 or older
			Prefer not to answer

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Sheet 5: V1 Current CQs

Model Instance Name:			red & strike-through: DELETE
SSA My Social Security			underlined & italicized: RE-ORDER
MID: Z5w0N58sJ5AkRkYUg4pVFg==			pink: ADDITION
Partitioned Yes	2/8/2012		blue + -->: REWORDING
SSA My Social Security CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
SAC7234		Did you register for a username and password today?	Yes	A,B,C,D,DD,E			Y	Skip Logic Group	Password Registration
			No
SAC7235	A	Please tell us how long it took you to complete your registration:	Less than 10 minutes		Radio button, one-up vertical	Single	N	Skip Logic Group	Registration SAT
			11 minutes - 15 minutes
			16 minutes - 30 minutes
			31 minutes - 1 hour
			Greater than 1 hour
SAC7236	B	Did you register for Extra Security today?	Yes				N	Skip Logic Group	ExtraSecurityReg
			No
			I don't know
SAC7237	C	Did you understand all the instructions for registering for a username and password today?	Yes			Single	N	Skip Logic Group	Instructions
			Partially	CC
			No	CC
SAC7238	CC	Please explain what you did not understand about the instructions.			Text area, no char limit		N	Skip Logic Group	OE_Instructions
SAC7239	D	Did you see any information describing the website's security policies or features?	Yes		Radio button, one-up vertical	Single	N	Skip Logic Group	Security
			No
SAC7240	DD	Do you have any concerns about the security of transactions on this website?	Yes	DDD		Single	N	Skip Logic Group	Security Concerns
			No
SAC7241	DDD	Please describe your concerns with the security of this site.			Text area, no char limit		N		OE_Security Concerns
SAC7242	E	What would you like us to improve, if anything, about this site's registration process?			Text area, no char limit		N	Skip Logic Group	OE_Reg Improvement
ACQWro0020553		Are you currently receiving cash benefits?	Yes, I am receiving Supplemental Security Income (SSI)	A	Radio button, one-up vertical	Single	Y	Skip Logic Group	Cash Benefits
			Yes, I am receiving Social Security Benefits (retirement, Disability, or Survivors)	B
			Yes, I am receiving both SSI and Social Security Benefits (Retirement, Disability, or Survivors)	A
			Recently applied for Social Security Benefits (Retirement, Disability, or Survivors) or SSI	C
			No (not receiving any benefit or receiving Medicare Only)	C
			I don't know or prefer not to answer	C
ACQWro0020554	A	What was your primary reason for visiting today? (Check all that apply)	To print my Social Security Statement		Radio button, one-up vertical	Single	Y	Skip Logic Group	SSI Only Primary Reason
			To check my earnings record
			To view my Benefits and Payment Details
			To get a Benefit Verification Letter
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			Other reason for visiting today:	AA
ACQWro0020555	AA	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_SSI Only Other Primary Reason
ACQWro0020556	B	What was your primary reason for visiting today? (Check all that apply)	To print my Social Security Statement		Radio button, one-up vertical	Single	Y	Skip Logic Group	Cash Benefit Primary Reason
			To check my earnings record
			To view my Benefits and Payment Details
			To get a Benefit Verification Letter
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			To update my address
			To enroll or update my direct deposit
			Other reason for visiting today:	BB
ACQWro0020576	BB	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_Cash Benefit primary reason
ACQWro0020578	C	What was your primary reason for visiting today? (Check all apply)	To print my Social Security Statement		Radio button, one-up vertical	Single	Y	Skip Logic Group	No cash Benefit
			To check my earnings record
			To view my estimated benefits
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			Other reason for visiting today:	CC
ACQWro0020579	CC	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_No cash Benefit Primary Reason
ACQhar0016936		Now that you've looked at your online statement, how often do you think you'll return to review it?	Less frequently than once a year		Dropdown (Select-one)	Single	Y		View Statement
			At least once a year
			Every 6 months
			Once a quarter
			Once a month
			More frequently than once a month
			Other
SAC7245		Were you able to accomplish what you wanted to on the site today?	Yes		Radio button, one-up vertical	Single	Y	Skip Logic Group	Task Accomplishment
			No	Y
SAC7246	Y	Since you were not able to accomplish what you wanted to do today, what do you plan to do next? (Please select all that apply)	Return and try again		Checkbox	Multi	Y	Skip Logic Group	Do Next
			Visit a local Social Security office
			Call a local Social Security office
			Call Social Security's 800 number
			Submit an e-mail to Social Security
			Write a letter to Social Security
			Take no action
			Other, please specify	YY
SAC7247	YY	Please tell us what other action you plan to take next.			Text area, no char limit		N		OE_Do Next
SAC7248		Was there any information on the site that was unclear to you?	No, all the information was clear		Checkbox	Multi	N	Skip Logic Group	Clarity of Info
			The language used
			How to print a statement
			Instructions for registering for a username and password
			Instructions for resetting a password and/or recalling a username
			Other
SAC7250		What did you like most about your experience today?			Text area, no char limit		N		OE_Like
SAC7251		What did you like least about your experience today?			Text area, no char limit		N		OE_Dislike
SAC7253		Please select the category that includes your age.	18-24		Drop down, select one	Single	N		Age
			25-34
			35-44
			45-54
			55-59
			60-64
			65-74
			75 or older
			Prefer not to answer