As stated in OMB's 1997 terms of clearance: "The generic ICR is approved to allow the expedited OMB clearance of EPA customer satisfaction surveys that are simple, straightforward, and narrowly focused 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 product or service." Surveys that target these elements and are submitted to OMB in accordance with this ICR will be reviewed by OMB within 20 working days. EPA shall provide OMB with 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 (a condition of both the 1994 and 1997 clearances) . OMB encourages agency staff to consult with EPA's Customer Service Program (CSP) for advice, survey evaluation, and clearance assistance. OMB reserves the authority to disapprove any individual survey that does not meet the conditions outlined in this ICR. This generic clearance does not extend to "fact finding" 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 of clearance for this expedited clearance process may be entirely valid and appropriate surveys, but they should be submitted under the normal PRA clearance process.
Inventory as of this Action
Requested
Previously Approved
06/30/2003
06/30/2003
03/31/2000
68,740
0
83,635
15,536
0
15,748
0
0
0
EPA plans to conduct customer satisfaction surveys using feedback cards, evaluation forms, telephone and mail questionnaires, 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