This ICR is approved under 5 CFR 1320 for two (2) years, with the following specified Terms of Clearance. Over the past three years, there has apparently been some confusion as to the appli- cable uses for this generic ICR clearance. Perhaps as many as- one in four of the draft surveys submitted to OMB so far in 1997 under this generic clearance have not been surveys addressing customer satisfaction, and are not consistent with OMB's Terms of Clearance. These surveys have instead dealt primarily with "fact-finding" for the "purpose of regulatory development or enforcement", and are thus inconsistent with OMB's 1994 Terms of of Clearance. The generic ICR is approved to allow the expedited OMB clearance of EPA customer satisfaction surveys that are simple, straight- forward, and narrowly focussed to: 1. current or former customers of EPA products or services: 2. the level of satisfaction with an actual service or product provided by EPA that they have utilized; and, 3. their recommendations for improving said EPA product or service. The first two of these elements are necessary for each customer satisfaction survey approved under this generic ICR. The third element is appropriate so long as the focus of the survey is on elements one and two. Surveys that target these elements and are submitted to OMB in accordance with the ICR will be reviewed by OMB within 10 working days. For example, the following types of survey are NOT covered by these Terms of Clearance: *"Potential customer" surveys, i.e., targeting those who are not actual customers of an EPA product or service. For example, a survey of the general population as "customers" of EPA Clean Air programs represents too broad a population category. In addition, surveys whose focus is asking various "stakeholder" groups about the direction an EPA regulatory program should take will not be approved. *"Data gathering" sureys that seek to learn more about a sector of an industry or population for the purposes of "fact finding" or program development for regulatory purposes. Further, as stated in OMB's 1994 Terms of Clearace: "As specified in the ICR, EPA shall provide OMB an annual report outlining the use of this generic clearance, including the number of surveys, the burden imposed, and a brief description of their purposes. For surveys with statistical design or methodological issues, EPA shall solicit advice and guidance from statistical experts within the Agency to determine statistical validity (and adhere closely to recommended procedures in OMB's "Resource Manual for Customer Satisfaction Surveys" and addenda). EPA shall submit surveys and material identified in the ICR (i.e., purpose, burden, number of respondents, methodology, etc.) for expedited OMB review, generally 10 calendar days. OMB reserves the authority to disapprove any individual survey that does not meet the conditions outlined in the ICR including following OMB's Resource Manual for Customer Satisfaction Surveys, and the principals of the Paperwork Reduction Act and Executive Order No. 12862. This generic clearance does not extend to "fact find- ing" for the purpose of regulatory development or enforcement. OMB is relying in large part on EPA's internal review and quality control to develop useful customer information." Finally, this generic ICR approval does not and is not intended to cover all types of surveys that EPA may wish to do relating to customer satisfaction -- only the narrow range of surveys - discussed above. Surveys that do NOT meet the Terms for this expedited generic clearance may -- nontheless -- be entirely valid and appropriate surveys to improve agency services and to promote the objectives of the Executive Order or the Customer Satisfaction initiative. The PRA clearance process should be used for each of these surveys. At the time of renewal of this clearance, EPA should provide a complete record of the surveys applied for, the number of surveys approved, and the problems (if any) associated with each ICR. OMB will use this record in evaluating the continued use of a generic clearance for customer satisfaction surveys.
table that charts list comparision
Inventory as of this Action
Requested
Previously Approved
10/31/1999
10/31/1999
11/30/1997
83,635
0
65,766
15,748
0
16,430
0
0
0
EPA plans to conduct customer satisfaction surveys using feedback cards, evaluations forms, telephone and mail questionnaries, focus groups, and electronic comment via internet.
On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).
The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:
(i) Why the information is being collected;
(ii) Use of information;
(iii) Burden estimate;
(iv) Nature of response (voluntary, required for a benefit, or mandatory);
(v) Nature and extent of confidentiality; and
(vi) Need to display currently valid OMB control number;
If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.
Voluntary Customer Service Satisfaction Surveys