1 NIH HRSS Customer Satisfaction Survey

NIH HRSS Customer Satisfaction Survey
NIH HRSS Customer Satisfaction Survey - Page 1
NIH HR Systems Support (HRSS) provides assistance to NIH staff using NIH's automated
HR systems. This brief survey should take less than 5 minutes to complete, and all
responses are anonymous. Thank you for your feedback on your HRSS experience!
OMB#: 0925-0648 ExpDate: 3/31/18
Public reporting burden for this collection of information is estimated to average 5 minutes per response, including the time for
reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection
of information. An agency may not conduct or sponsor, and a person is not required to respond to, a collection of information unless it displays a
currently valid OMB control number. Send comments regarding this burden estimate or any other aspect of this collection of information,
including suggestions for reducing this burden, to: NIH, Project Clearance Branch, 6705 Rockledge Drive, MSC 7974, Bethesda, MD 208927974, ATTN: PRA (0925-0648). Do not return the completed form to this address.

Logic: Show/hide trigger exists.
1) Are you an NIH Office of Human Resources (OHR) employee?*
( ) Yes
( ) No
( ) I Don't Know

Logic: Hidden by default Dynamically shown if "Are you an NIH Office of Human Resources
(OHR) employee?" = No or "Are you an NIH Office of Human Resources (OHR) employee?" = I
Don't Know
Institute or Center (REQUIRED)*
( ) CC
( ) CIT
( ) CSR
( ) FIC
( ) NCATS
( ) NCCAM/ NCCIH
( ) NCI
( ) NCMHD

( ) NCRR
( ) NEI
( ) NHGRI
( ) NHLBI
( ) NIA
( ) NIAAA
( ) NIAID
( ) NIAMS
( ) NIBIB
( ) NICHD
( ) NIDA
( ) NIDCD
( ) NIDCR
( ) NIDDK
( ) NIEHS
( ) NIGMS
( ) NIMH
( ) NINDS
( ) NINR
( ) NLM
( ) OD
( ) NA/Do Not Know

Logic: Show/hide trigger exists.
2) What system did you request assistance with?*
( ) Access Management System (AMS)
( ) Business Process Management (BPM)
( ) Capital HR (EHRP)
( ) Classification (HR CARDS)
( ) EBIS
( ) eOPF
( ) FHR Navigator

( ) GRB Platform
( ) HHS Careers (USA Staffing)
( ) LMS/HHS Learning Portal
( ) MyPay/EE
( ) nVision/nSight
( ) OHR Website, IntraHR Website, Jobs Website, or OHR SharePoint
( ) Onboarding Manager
( ) SMARTHR
( ) Survey
( ) USAJOBS
( ) WiTS
( ) Other (Please Specify): _________________________________________________

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("Access Management System (AMS)","Business Process Management
(BPM)","Capital HR (EHRP)","Classification (HR CARDS)","EBIS","eOPF","FHR
Navigator","GRB Platform","HHS Careers (USA Staffing)","LMS/HHS Learning
Portal","MyPay/EE","nVision/nSight","OHR Website, IntraHR Website, Jobs Website, or OHR
SharePoint","Onboarding Manager","SMARTHR","Survey","USAJOBS","WiTS","Other
(Please Specify)") Dynamically shown if "What system did you request assistance with?" =
Business Process Management (BPM) or "What system did you request assistance with?" = Capital
HR (EHRP) or "What system did you request assistance with?" = Classification (HR CARDS) or
"What system did you request assistance with?" = EBIS or "What system did you request
assistance with?" = eOPF or "What system did you request assistance with?" = FHR Navigator or
"What system did you request assistance with?" = HHS Careers (USA Staffing) or "What system
did you request assistance with?" = LMS/HHS Learning Portal or "What system did you request
assistance with?" = MyPay/EE or "What system did you request assistance with?" =
nVision/nSight or "What system did you request assistance with?" = OHR Website, IntraHR
Website, Jobs Website, or OHR SharePoint or "What system did you request assistance with?" =
Onboarding Manager or "What system did you request assistance with?" = SMARTHR or "What
system did you request assistance with?" = Survey or "What system did you request assistance
with?" = USAJOBS or "What system did you request assistance with?" = WiTS or "What system
did you request assistance with?" = Other (Please Specify)
3) Did you first try to resolve your issue using OHR systems information on the web?
( ) Yes
( ) No
( ) Issue Not Applicable for Use of Online Resources What is this? (Please specify):
_________________________________________________

Logic: Hidden by default Dynamically shown if "Did you first try to resolve your issue using OHR
systems information on the web?" = Yes
If so, which website did you use?
( ) OHR Website - http://hr.od.nih.gov
( ) IntraHR - https://intrahr.od.nih.gov
( ) Other (Please specify): _________________________________________________

Logic: Hidden by default Dynamically shown if "Did you first try to resolve your issue using OHR
systems information on the web?" = Yes or "Did you first try to resolve your issue using OHR
systems information on the web?" = No
Please provide a brief description of what you needed help with:
_________________________________________________

NIH HRSS Customer Satisfaction Survey - Page 2

Page exit logic: New Page Logic ActionIF: (Question "Did HR Systems Support refer you to another
help desk (outside of HRSS)? Examples of other help desks" #4 is exactly equal to ("No") OR Question
"Did HR Systems Support refer you to another help desk (outside of HRSS)? Examples of other help
desks" #4 is exactly equal to ("Do Not Know")) THEN: Jump to page 4 - NIH HRSS Customer
Satisfaction Survey - Page 4

4) Did HR Systems Support refer you to another help desk (outside of HRSS)? Examples of other
help desks*
( ) Yes (Please specify): _________________________________________________
( ) No
( ) Do Not Know

NIH HRSS Customer Satisfaction Survey - Page 3

Page exit logic: New Page Logic ActionIF: Question "Did HR Systems Support refer you to another help
desk (outside of HRSS)? Examples of other help desks" #4 is one of the following answers ("Yes (Please
specify)") THEN: Jump to page 6 - HRSS Experience

5) Please rate your experience with HRSS in the following areas:
(Scale is Very Dissatisfied --> Very Satisfied)

Very
Dissatisfied

Somewhat
Dissatisfied

Neither
Dissatisfied
nor
Satisfied

Somewhat
Satisfied

Very
Satisfied

Not
Applicable

Courteousness
of the Staff

()

()

()

()

()

()

Staff's Ability
to Explain
Why You are
being
Referred

()

()

()

()

()

()

Ease of
Access to
HRSS

()

()

()

()

()

()

Timeliness of
HRSS's
Response

()

()

()

()

()

()

Overall
Experience

()

()

()

()

()

()

NIH HRSS Customer Satisfaction Survey - Page 4

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("Access Management System (AMS)")
6) Who helped you with your Access Management System (AMS) issue today?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Janis
( ) Lillian
( ) Naz
( ) Sharon C.
( ) Terri
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("nVision/nSight")
7) Who helped you with your nVision/nSight issue today?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Janis
( ) Lillian
( ) Naz
( ) Sharon C.
( ) Sylvia
( ) Terri
( ) Zina
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("Other (Please Specify)") Dynamically shown if "What system did you request
assistance with?" = ePMAP or "What system did you request assistance with?" = HRIBS
8) Who helped you with your HR System issue today?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Naz
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("Onboarding Manager")
9) Who helped you with your Onboarding Manager issue?
( ) Amber
( ) Charmayne
( ) Courtney
( ) Dave B.
( ) Dinah
( ) Harlee
( ) Karen
( ) Nathalie
( ) Naz
( ) Pam
( ) Susie V.
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("FHR Navigator")
10) Who helped you with your FHR Navigator issue today?

( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Naz
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("MyPay/EE")
11) Who helped you with your MyPay/EE issue today?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Naz
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("Classification (HR CARDS)")
12) Who helped you with your Classification (HR CARDS) issue today?
( ) Amber
( ) Charmayne
( ) Courtney
( ) Dave B.
( ) Dinah
( ) Harlee
( ) Karen
( ) Nathalie
( ) Naz
( ) Pam
( ) Susie V.

( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("HHS Careers (USA Staffing)")
13) Who helped you with your HHS Careers (USA Staffing) issue today?
( ) Amber
( ) Charmayne
( ) Courtney
( ) Dave B.
( ) Dinah
( ) Harlee
( ) Karen
( ) Nathalie
( ) Naz
( ) Pam
( ) Susie V.
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("USAJOBS")
14) Who helped you with your USAJOBS issue today?
( ) Amber
( ) Charmayne
( ) Courtney
( ) Dave B.
( ) Dinah
( ) Harlee
( ) Karen
( ) Nathalie

( ) Naz
( ) Pam
( ) Susie V.
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("WiTS")
15) Who helped you with your WiTS issue today?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Jenn P.
( ) Mike D.
( ) Naz
( ) Negy
( ) Sam L.
( ) Terrye
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("OHR Website, IntraHR Website, Jobs Website, or OHR SharePoint")
16) Who helped you with your OHR Website, IntraHR Website, Jobs Website, or OHR SharePoint
issue today?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Jasper
( ) Jennifer S.
( ) Jon B.

( ) Kim S.
( ) Naz
( ) Wayne D.
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("LMS/HHS Learning Portal")
17) Who helped you with your LMS/NIH Learning Portal issue today?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Kim H.
( ) Naz
( ) Tom
( ) Zaib
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("GRB Platform")
18) Who helped you with your GRB Platform issue?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Naz
( ) Randi
( ) Tom
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("Capital HR (EHRP)")
19) Who helped you with your Capital HR (EHRP) System issue today?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Jaime
( ) Janis
( ) Naz
( ) Randi
( ) Satou
( ) Terri
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("eOPF")
20) Who helped you with your eOPF issue today?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Naz
( ) Randi
( ) Satou
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("Business Process Management (BPM)")

21) Who helped you with your Business Process Management issue?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Janis
( ) Naz
( ) Sharon C.
( ) Shekila
( ) Terri
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("EBIS")
22) Who helped you with your EBIS issue?
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Naz
( ) Shekila
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("SMARTHR")
23) Who helped you with your SMARTHR request/issue?
( ) Ava
( ) Charmayne
( ) Dave B.

( ) Harlee
( ) Janis
( ) Lillian
( ) Luis
( ) Naz
( ) Orlando
( ) Sylvia
( ) Zina
( ) Not Listed
( ) Do Not Know

Logic: Hidden unless: Question "What system did you request assistance with?" #2 is one of the
following answers ("Survey")
24) Who helped you with your Survey request/issue?
( ) Ava
( ) Charmayne
( ) Dave B.
( ) Harlee
( ) Janis
( ) Lillian
( ) Naz
( ) Sylvia
( ) Zina
( ) Not Listed
( ) Do Not Know

Logic: Hidden by default Dynamically shown if "Who helped you with your Access Management
System (AMS) issue today?" = Not Listed or "Who helped you with your nVision/nSight issue
today?" = Not Listed or "Who helped you with your HR System issue today?" = Not Listed or
"Who helped you with your Onboarding Manager issue?" = Not Listed or "Who helped you with
your FHR Navigator issue today?" = Not Listed or "Who helped you with your MyPay/EE issue
today?" = Not Listed or "Who helped you with your Classification (HR CARDS) issue today?" =
Not Listed or "Who helped you with your HHS Careers (USA Staffing) issue today?" = Not Listed
or "Who helped you with your USAJOBS issue today?" = Not Listed or "Who helped you with

your WiTS issue today?" = Not Listed or "Who helped you with your OHR Website, IntraHR
Website, Jobs Website, or OHR SharePoint issue today?" = Not Listed or "Who helped you with
your LMS/NIH Learning Portal issue today?" = Not Listed or "Who helped you with your Capital
HR (EHRP) System issue today?" = Not Listed or "Who helped you with your eOPF issue today?"
= Not Listed or "Who helped you with your Business Process Management issue?" = Not Listed or
"Who helped you with your EBIS issue?" = Not Listed or "Who helped you with your SMARTHR
request/issue?" = Not Listed or "Who helped you with your Survey request/issue?" = Not Listed
Please indicate who helped you with your request.
_________________________________________________

NIH HRSS Customer Satisfaction Survey - Page 5

Logic: Dynamically shown if "Did HR Systems Support refer you to another help desk (outside of
HRSS)? Examples of other help desks" = No or "Did HR Systems Support refer you to another
help desk (outside of HRSS)? Examples of other help desks" = Do Not Know
25) Was your issue resolved?
( ) Yes
( ) No
( ) Unsure

Logic: Dynamically shown if "Was your issue resolved?" = No or "Was your issue resolved?" =
Unsure
26) Please provide feedback on how we can make your next experience better.
____________________________________________
____________________________________________
____________________________________________
____________________________________________

Logic: Dynamically shown if "Did HR Systems Support refer you to another help desk (outside of
HRSS)? Examples of other help desks" = No or "Did HR Systems Support refer you to another
help desk (outside of HRSS)? Examples of other help desks" = Do Not Know
27) How long did your issue resolution take?
( ) Less than one (1) Work Day
( ) One (1) Work Day
( ) 2 Work Days
( ) 3-7 Work Days
( ) More Than One Week

Logic: Hidden by default Hidden unless: Question "Are you an NIH Office of Human Resources
(OHR) employee?" #1 is one of the following answers ("Yes") Dynamically shown if "How long did
your issue resolution take?" = Less than one (1) Work Day
Did your resolution take less than 4 working hours?
( ) Yes
( ) No

28) Please rate our customer service in the following areas:
(Scale is Very Dissatisfied --> Very Satisfied)

Very
Dissatisfied

Somewhat
Dissatisfied

Neither
Dissatisfied
nor
Satisfied

Courteousness
of the Staff

()

()

()

()

()

()

Staff's Ability
to Resolve
Issue

()

()

()

()

()

()

Ease of
Access to
HRSS

()

()

()

()

()

()

Somewhat
Satisfied

Very
Satisfied

Not
Applicable

Subject
Knowledge of
the Staff

()

()

()

()

()

()

Timeliness of
Resolution

()

()

()

()

()

()

Overall
Experience

()

()

()

()

()

()

Logic: Hidden by default Dynamically shown if "Please rate our customer service in the following
areas:
(Scale is Very Dissatisfied --> Very Satisfied)" = Very Dissatisfied or "Please rate our customer
service in the following areas:
(Scale is Very Dissatisfied --> Very Satisfied)" = Somewhat Dissatisfied
You have indicated dissatisfaction with one or more elements above. Please elaborate below, so we
can ensure improvements are made in the future.
____________________________________________
____________________________________________
____________________________________________
____________________________________________

29) Do you have any additional feedback or suggestions on how HRSS can improve customer
service? If so, please enter them into the space below.
____________________________________________
____________________________________________
____________________________________________
____________________________________________

30) Please identify any additional areas or services for which you would like assistance from NIH
HR Systems Support.
____________________________________________
____________________________________________

____________________________________________
____________________________________________

HRSS Experience

31) Please provide any additional comments you have regarding your HR Systems Support
experience.
____________________________________________
____________________________________________
____________________________________________
____________________________________________

Thank You!

Thank you for your time and participation.
Your response will help the NIH HR Systems Support Help Desk improve their
services.