Approved for use
under an emergency basis with the understanding that: 1) within the
next six months, HCFA will forward to OMB its preliminary three
month assessment of the call back survey; and 2) Abt will adopt the
new OMB Directive 15 race/ethnicity categories for its demographics
and classification questions on page 12 of the survey
instrument.
Inventory as of this Action
Requested
Previously Approved
03/31/1999
03/31/1999
1,050
0
0
175
0
0
0
0
0
A sample of callers to the Medicare +
Choice hotline will be called back to obtain information about
their satisfaction with the interaction with the customer service
representatives, whether additional calls to other sources were
necessary to get the information or resolve the problem that
prompted the call, and whether they would call the hotline in the
future. Problems that are mentioned during these call-backs will be
tallied to identify those that appear to be systematic and changes
will be made in the operations and in operators training to avoid
such problems in the future.
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.