APPENDIX C-36

USER SATISFACTION REVIEW

1.0 INTRODUCTION

The User Satisfaction Review Survey is used to gather the data needed to analyze current user satisfaction with the performance capabilities of an existing application. The survey is administered annually, or as needed. The User Satisfaction Review outline (attached), illustrates this form.

2.0 ROLES AND RESPONSIBILITIES

The following are the roles and responsibilities of team members in administering the User Satisfaction Review:

• The Project Manager has primary responsibility for planning, scheduling, and conducting the user satisfaction review.
• The Quality Assurance organization provides major assistance in planning the review and in evaluating the results.
• The IRM Manager and the System Proponent are responsible for reviewing the results of the survey.
• Users are responsible for completing and returning the survey forms accurately and timely.

3.0 PROCESS

Comply with the following process to distribute and complete the forms:

- Name of system--The standard full name of the application, including version and release numbers

- Data processing identification number--The Configuration Management, Configuration Item Identification number for the application

- Type of system--The business purpose or function served by the application, and whether mainframe or client/server

- Part of system to be evaluated--The standard full name of the component or subsystem being evaluated

- Name--The full name of the user who is responsible for completing the evaluation

- Date--The date the form is due back to IRM

- Title--The title of the user who is responsible for completing the evaluation

- Organization--The name of the organization of the user who is responsible for completing the evaluation

- Phone number/address--The phone number and address of the user who is responsible for completing the evaluation

- Extent of your knowledge about the system -- The percentage of the entire system you have

        a) studied documentation for;
        b) used; and
        c) written supplemental documentation about (including detailed problem reports)

- The purposes for which you use the system--Check "Yes" to all that apply, and "No" to those that do not; list the "Other" uses in the space available

- The importance of the system in your office environment--A number from 1 to 10, where 1 means not important at all, and 10 means very important

- The ease of understanding of the system--A number from 1 to 10, where 1 means the system is difficult to use (labels, toolbar icons, helptext instructions are confusing, misleading, unclear, and not intuitive, and/or you are frequently required to repeat your work) and 10 means the system is very easy to understand (labels, toolbar icons, helptext instructions are clear, and the use of the system is nearly intuitive)

- Can the system be used as is? --YES or NO field; checking a NO means that there needs to be some correction, and/or further identification and/or analysis of problems, before you are willing to resume use of the system

- In your judgment, is the system…--YES or NO field for each attribute listed; and further details and examples for the NO answers

- In your opinion, should the system…--YES or NO field for each attribute listed; and further details and examples for the YES answers

- If you maintain manual records…--Brief explanation, in the space available, of why it is necessary to maintain manual records to supplement the computer-processed information

- Does the system duplicate other information…--YES or NO field; a brief explanation of a YES answer, indicating what information is duplicated and where it resides

- Can you readily obtain the information from other sources…--YES or NO field; if YES, a list of the information items and the sources

- Do you supply the input data…--YES or NO field

- When you receive output, do you check it for quality…--YES or NO field; if NO, an identification of the person or group that performs the quality check

- Is the system ever rerun…--YES or NO field; if YES, a description of the monthly frequency, the reason for the rerun, and the procedure used to validate the correctness of the rerun output

- If you have had/were to have problems with the system…--A description of with whom you did, or would discuss these problems; particularly representatives of the Immigration and Naturalization Service (INS) OIRM

- Do you maintain correspondence with INS FIRM…--YES or NO field; if YES, an attachment of copies of recent correspondence

- Did anyone in your organization help design the system…--YES or NO field

- Could you effectively perform your duties…--YES or NO field

- Does the system save any clerical effort…--YES or NO field; and an explanation of your answer either way

- Can the system and its outputs be improved…--YES or NO field; and an explanation of your answer either way

- How often do you use the system…--YES or NO field for each choice; and an explanation of your answer if you select YES for Other; for each YES answer needing more explanation, add an explanation in the space provided.

User Satisfaction Review Outline

This review is designed to obtain user feedback on information systems. Feedback gathered in this review can help to determine whether information systems are accurate and reliable.

System Identification

1. Name of system

2. Data processing identification number, if any

3. Type of system

4. Part of system to be evaluated

User Identification

6. Name

7. Date

8. Title

9. Organization

10. Phone number/address

11. What is the extent of your knowledge about the system?

12. For what purpose do you use the system?	YES	NO
- Authorize changes to the system	__	__
- Operate computer terminal	__	__
- Maintain data controls	__	__
- Design/program applications	__	__
- Other (explain)	__	__

13. In relation to the work of your office environment, estimate the importance of the system on a scale from 1 (not important) to 10 (very important).

14. State the ease of understanding the system on a scale from 1 (difficult) to 10 (very easy to understand).

15. Can the system be used as is, without correction, further identification, or analysis?	YES	NO

16. In your judgment, is the system:	YES	NO
- Accurate and reliable?	__	__
- Available when needed?	__	__
- Current and up-to-date?	__	__
- Useful?	__	__

For each "No" answer, please explain below, and provide examples.

17. In your opinion, should the system:	YES	NO
- Provide more data?	__	__
- Provide less data?	__	__
- Be combined with other output products?	__	__
- Be considered obsolete?	__	__
- Be improved to make your job easier?	__	__

For each "yes" answer, please explain below.

18. If you maintain manual records to supplement computer-processed information, briefly explain why.

19. Does the system duplicate any other information you receive?	YES	NO

If "yes," briefly explain.

If "yes," list the sources.

22. When you receive output, do you check it for quality?	YES	NO

If "no," please identify the person or group performing this function..

23. Is the system ever rerun?	YES	NO
- How frequently?	__	__
- Why were the reruns necessary?	__	__
- How do you make sure that the rerun material is correct?	__	__

24. If you have had/were to have problems with this system, with whom did/would you discuss them?

25. Do you maintain correspondence with INS OIRM or other user organizations concerning the system?	YES	NO

If yes, attach copies of recent correspondence.

26. Did anyone in your organization help design the system?	YES	NO

27. Could you effectively perform your duties?	YES	NO
- Without this system?	__	__
- If the system output were produced less often?	__	__

28. Does the system save any clerical effort?	YES	NO

Explain.

29. Can this system and its outputs be improved to make your job easier? __YES __NO Explain.

30. How often do you use this system?	YES	NO
- Daily?	__	__
- Weekly?	__	__
- Monthly?	__	__
- Annually?	__	__
- Never?	__	__
- Other?	__	__

For each "yes" answer, please explain below.

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