The mission of ICF’s Survey Research Center (SRC) is to provide state-of-the-art survey services to federal and private sector clients. We provide the full range of capabilities required to design, pretest, administer, and analyze surveys of any size. Our staff has conducted more than 50 survey research projects in the past 10 years, with samples as large as 300,000 respondents. In short, we work with clients to help them move confidently from data collection and analysis to decision-making and action.
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Experienced Staff
The SRC has a staff of highly skilled researchers with expertise in mail, telephone, and Web surveys. We have more than 50 Ph.D. and master's-level researchers who are experts in survey design, sampling, survey administration, strategies to maximize response rates, applied statistics, and report automation. Our research team includes professionals with degrees in psychology, sociology, economics, public policy, and statistics.
Clients
ICF’s SRC has more than two decades of experience conducting surveys for the public and private sectors, including federal, state, and local government agencies. A list of selected clients is presented below.
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CUSTOMER KUDOS |
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After sending final automated reports to the TSA on their Employee Survey, our client wrote:
"We had a chance to do a thorough check of the aggregate reports and a preliminary look at all of the spoke/airport reports you sent us recently. We just wanted to let you know that you did an amazing job and that your macros appeared to have been flawless. So, we probably don't say it often enough, but thanks for all of your hard work...we know how complicated and tedious it was."
Ms. Deborah Decker
Transportation Security Administration (TSA) |
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Federal, State, and International
- U.S. Department of Veterans Affairs (headquarters and VBA, VHA, NCA)
- U.S. Transportation Security Administration
- U.S. Department of Defense (includes all four Services)
- State of North Dakota
- U.S. Census Bureau
- U.S. Department of State
- U.S. Department of Education
- U.S. Army National Guard
- U.S. House of Representatives
- World Bank
Private
- Monster Government Solutions
- BrainBench
Core Capabilities
The SRC encompasses the full range of survey research across three primary phases:
1) survey development
2) survey administration (Web, paper, and telephone)
3) data analysis and reporting
We excel in:
- Working with clients to clarify the needed end results and the items that will guide data collection and analysis
- Designing instruments and developing communication materials that collect reliable and high-quality data
- Using data collection skills that encompass all modes: on-line, mail, telephone, in-person, and mixed modes
- Developing and maintaining large databases
- Conducting in-depth data analysis and providing data interpretation
- Providing actionable advice and offering practical modifications or enhancements to improve programs or processes and guide next steps
- Presenting reports and briefings to a range of stakeholders
We also use qualitative research methods, such as focus groups, cognitive testing, and behavior coding, to improve the depth of our knowledge of client needs and target population views to maximize instrument effectiveness.
Unique Features
Although many companies possess survey research capabilities, we believe there are three areas that set us apart from the rest:
State-of-the-Art Web Survey Software
A major strength of Web-based surveys is that ongoing research can be implemented with no significant incremental cost or development time. It is our experience that unlike traditional paper or telephone-based surveys, which require significant investment and manpower, well-designed Web surveys can collect data continually with minimal human intervention and provide fast, comprehensive results.
The SRC uses a powerful Web survey development software, mrInterview™, that quickly allows for the development, deployment, and administration of Web-based surveys. Particular features of the tool include: multilingual capabilities, randomized question order, complex skip patterns, and live tracking of response rates. The software itself is a Web application server designed by SPSS, that can be hosted on a cluster of replicated and load-balanced Apache Web servers.
mrInterview™ surveys are designed to be user-friendly and functional on all Web browser platforms for all audiences (including the visually impaired using screen text readers). Graphics are pleasing but minimal to avoid long download times. The collected data is securely stored in a Microsoft SQL Server or Oracle backend database. Data can be easily exported from mrInterview™ to any third-party statistical software (e.g., SPSS, SAS, etc.) for general analytical exploration of survey data.
Automated Report Generation Capabilities
Many of our clients need reports that target various levels within the organization (e.g., national, regional, local). To eliminate the inefficiencies and potential errors inherent in manually produced reports, the SRC has developed report automation programs that leverage Visual Basic for Applications and several databases (e.g., MS Access, SQL Server, SPSS) to generate reports in a matter of minutes. For example, we recently automated the generation of employee survey reports with Microsoft PowerPoint briefings for the U.S. Transportation Security Administration for more than 300 airports and 50 airport hubs nationwide.
Innovative Web-Based Analysis and Reporting Tools
As part of the emphasis on research-to-practice, the SRC has developed Web-based analysis and reporting tools for several clients (e.g., U.S. Air Force, Army National Guard). These tools allow users to obtain results on-line, self-select segments of the population for which they want to obtain results (e.g., all males in the population), receive benchmarks from similar organizations, and develop an action plan to improve their organization as an option within the tool. Our automated data reporting and analysis tools are among the most innovative in the industry.
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SELECTED PROJECTS |
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New Hire Early Experience Survey
World Bank
In 2007, The World Bank Group started conducting an annual Web-based survey targeting employees hired in the last six to twelve months. The survey obtains valuable feedback about the initial experience of new hires at their workplace and how newcomers to the organization view the Bank. The goal of the survey is to gather information from new Bank staff on their adjustment to the new environment. The intent is to capture relevant data on the current needs of this population and share the results with Bank departments through the relevant institutional channels. The Bank sees this survey as an instrument to advocate for the positive early experience of Bank staff among experienced staff and managers. The data was collected using a Web-based survey. The Web-based survey format was particularly relevant to the organizational structure of the World Bank by being easily accessible to overseas employees. The SRC conducted a question- and scale-level analysis of the data to evaluate the positive and negative responses to the scales of recruiting, orientation, Bank institutional environment, unit environment, respondent’s job, available guidance and support, learning and development, and overall satisfaction. The SRC’s final report helped the Human Resources Services Leadership and Organizational Effectiveness unit share the findings of the report within the department, in the Orientation Program, and with World Bank managers.
Workforce Safety and Insurance—Employee Morale Analysis, Review, and Action-Plan Coordination
State of North Dakota
In 2007 the SRC won a contract with the State of North Dakota’s Workforce Safety and Insurance (WSI) agency to assess employee morale at the agency, provide data that can be compared to industry benchmarks, measure satisfaction within distinct areas (e.g., compensation, job characteristics, supervisor support, work environment), indicate underlying causes, provide information and recommendations, and design an action plan for improvements and interventions that WSI can implement. The SRC used a combination of quantitative and qualitative methods to ensure that the key facet areas of employee morale and satisfaction were adequately measured and that comparable benchmarking data were available. Findings from an employee survey were integrated with findings from employee focus groups to identify the specific issues and needs of WSI’s workforce. Following this analysis, the SRC conducted random dialing telephone interviews of WSI employees to allow more focused inquiries into the issues highlighted by the survey results. The SRC then developed a comprehensive action plan to define specific steps to be taken by WSI to address employee morale issues.
Community Assessment (CA)
U.S. Air Force
The Air Force Community Assessment (CA) is a large-scale survey of more than 300,000 members and families to assess community-wide issues in on-base and off-base living. Air Force human service agencies, including Family Support, Child and Youth Programs, and Family Advocacy have utilized the CA to plan, resource, and guide programming on behalf of Air Force members, their families, and their communities. In 2004 and 2006, the SRC conducted the fourth and fifth full cycle of the survey effort, which were the two largest Web-based surveys in Air Force history, each of which was administered to 67,200 active-duty Air Force members, 30,000 Reservists, and 84,000 spouses. To maximize response rates, the SRC worked closely with a point of contact at each base, a procedure designed to provide leadership support in the participation of this survey. To disseminate the survey results from the CA, we developed the Air Force Community Assessment and Reporting Tool (AFCAR), a Web-based tool that presents, aggregates, and lends meaning to data by presenting results in the context of the Community Capacity and Results Management frameworks. For a period of six months, AFCAR was used by human service providers at more than 80 installations to examine their CA data and to develop a community-level action plan based on the theories of community capacity and results management.
Loan Guaranty Lender Satisfaction Survey
U.S. Department of Veterans Affairs (VA)
The Veterans Benefits Administration (VBA) Loan Guaranty Service contracted with the SRC to develop and conduct the 2000, 2001, 2002, and 2007 iterations of the Lender Satisfaction Survey. In accordance with the Government Performance and Results Act, this Web-based survey measures lenders’ satisfaction with the VA’s home loan program. The survey focused on assessing lender satisfaction with the Home Loan Program’s forms, publications, and informational materials (e.g., lender handbook, Web-site). The SRC developed the survey by conducting focus groups and interviews with employees from several financial institutions that administer the VA Home Loan Program. The SRC conducted cognitive labs to test the usability of our Web prototypes and the comprehensibility of the survey questions. The SRC also staffed a toll-free telephone help line to support survey participants when taking the survey. For each iteration, nine regional reports and one national report were developed to present findings related to the quality of services provided by the Loan Guaranty Service. The results of these surveys have been used to make modifications and improvements to the Home Loan Program’s lender handbook, Web site, and informational materials.
Employee Survey
U.S. Transportation Security Administration (TSA)
In 2006, the SRC worked with the Transportation Security Administration (TSA), Workforce Leadership Development (WLD) Division, to develop, administer, analyze, and report on the 2005 Organizational Satisfaction Survey (OSS). The primary goal of the OSS was to measure employee perceptions of major organizational climate dimensions and to provide TSA leadership at the headquarters and facility levels with actionable results. The OSS gathered employee perceptions on a host of organizational climate dimensions, to include rewards and recognitions, employee involvement, supervision, and teamwork. The survey was fielded by mailing hard-copy surveys to the home addresses of approximately 57,000 TSA employees. The SRC developed a comprehensive data analysis plan and designed a set of user-friendly report templates to present the results of the 2006 OSS. The SRC team programmed an analysis and report automation system to generate final reports and briefings for stakeholders. Automated products included a TSA Workforce Report presenting overall OSS results, a TSA Senior Leadership Report providing an executive-level briefing of OSS results highlighting organizational strengths and weaknesses, and approximately 330 TSA Organizational Leaders Reports providing OSS results for 290 field locations and 40 headquarters offices.
Employee Survey
U.S. Department of Veterans Affairs (VA)
In an effort to assess its organizational environment and progress in achieving its strategic goals, the Department of Veterans Affairs (VA) contracted with the SRC to conduct its 2001 Employee Survey. The primary goal of this survey was to assess employee perceptions of organizational climate and to provide VA leadership at the department, administration, and facility levels with actionable results. The survey gathered feedback from VA’s approximately 220,000 employees across more than 300 facilities. Employees were asked to express their opinions on a variety of topics, such as rewards and recognition, customer service, teamwork, diversity, training and development, and supervision. Surveys were fielded using both Web and paper administration. Data collected from this survey effort were used to develop 300 VA facility reports, 25 regional reports, and one national report. The reports were developed through an elaborate report-automation process, which incorporated statistical results into graphic presentations. The data gathered from the survey were used to assess employee satisfaction and morale, identify relationships between employee perceptions and key organizational outcomes (e.g., performance, retention), and develop facility-level action plans.
Morale, Welfare and Recreation Leisure Needs Survey Project
U.S. Army
More than 90 Army installations have been surveyed for this triennial assessment involving the worldwide distribution of more than 200,000 surveys. The Leisure Needs Survey generates critical market research data to inform installations’ Morale, Welfare and Recreation (MWR) Strategic Business Plans and support the information needs of the Army’s Project Validation Assessment process. A distinctive feature of the Leisure Needs Survey is that it is a tailored survey. Up to 20 percent of the survey includes installation-specific survey questions targeting specific issues and needs by each installation’s MWR program. The Leisure Needs Survey is administered to patrons from each installation’s MWR programs and services: active duty members, spouses of active duty members, Department of Army civilians, and retired Army service members. Survey questions target the use and ratings of community recreation programs and facilities by patrons to gauge their needs, preferences, and satisfaction with these services. Typical community facilities and programs include Army lodging, athletic fields, bowling centers, fitness centers, golf courses, libraries, recreation centers, and youth programs. The 2005 Leisure Needs Survey project involved paper and Web administration of more than 250,000 surveys internationally. End products included 92 electronic, hypertext linked reports and 92 electronic briefing documents specific to each installation, summarizing the most salient findings for that installation. Additionally, eight aggregated reports and briefings were prepared for each of the seven Army regions and for the Army overall.
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