Touchpoints Onboarding Questions

These questions are designed to ensure federal agency clients are prepared and ready to use Touchpoints for the A-11 CX CAP Goal.

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Stakeholders

Who’s involved for the rollout of Touchpoints surveying?

1. Identify an Agency Lead to serve as the primary point of contact. In Touchpoints, they will have Organization Manager permissions.
2. The Organization Manager identifies Form Managers and Response Viewers.
3. Sign up for Touchpoints

See the following for more information on Personas and Permissions

How does an agency anticipated using Touchpoints?

• How many survey responses do you anticipate (per week, month, quarter, or year?)
  • Do these come in bursts? Or are they spread out over time?
• Do you monitor SLA?
  • If yes, what tool do you use, and at what frequency do you check?
  • Note: GSA uses Uptrends every 5 minutes.

Which existing Public Services is an agency receiving feedback on?

1. Have you identified a Service to add a Touchpoint to? Or, are you already surveying customers?

• What is the name and/or description of the Service?
• Is there a website URL associated w/ that Service?
• What other URLs are relevant?

Delivery Channels

Are you delivering your survey via the web, email, or both?

• Which Service Channels do you plan on using Touchpoints Surveys for?
• What is the traffic volume of each service channel? eg: calls/day, ticket-counter transactions/week
• Do you plan to distribute your Touchpoint via email?
  • If yes, Who is agency Point of Contact for the email service? Does the Agency have a bulk email tool? (check with Marketing/Admin/Communications office if unsure)
  • If no, then no action is necessary.

A-11 Readiness (if applicable)

1. Have you customized the A-11 questions per guidance?
2. Copy the A-11 Form Template in Touchpoints and make your customizations.