Voluntary Customer Service Satisfaction Surveys

Forms and Documents

Document Name	Status
1711SS05.doc Justification for No Material/Nonsubstantive Change	2006-08-09

IC Document Collections

IC ID	Document Title	Status
46111	Training and Guidance Customer Satisfaction Survey Other-Survey	New
46110	OIG General Customer Survey on Products and Services Other-Survey	New
45643	Annual National Tanks Conference & Expo Survey Other-Survey	New
45421	Tribal New Source Review (NSR) Customer Satisfaction Questionnaire Other-Survey	New
45293	2006 Exchange Network Customer Satisfaction and Help Desk Satisfaction Surveys Other-Survey	New
44665	2006 Central Data Exchange Customer Satisfaction and Help Desk Satisfaction Surveys Other-Survey	New

ICR Details

OMB Control No: 2090-0019	ICR Reference No: 200608-2090-001
Status: Historical Active	Previous ICR Reference No: 200606-2090-001
Agency/Subagency: EPA/AdmO	Agency Tracking No: 1711.05
Title: Voluntary Customer Service Satisfaction Surveys
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 08/11/2006
	Date Received in OIRA: 08/10/2006
Terms of Clearance: As stated in OMB's existing 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. OMB encourages agency staff to conlut 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
Expiration Date	08/31/2009	36 Months From Approved	08/31/2009
Responses	6,245	0	6,245
Time Burden (Hours)	1,671	0	1,671
Cost Burden (Dollars)	0	0	0

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Abstract: EPA plans to conduct customer satisfaction surveys using feedback cards, evaluation forms, telephone and mail questionnaires, focus groups and electronic comment via the Internet By seeking renewal of the generic clearance for customers surveys, EPA will have the flexibility to gather the views of our customers to better determine the extent to which our services, products and processes satisfy their needs or need to be improved.

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Authorizing Statute(s): None

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments

Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 6

IC Title	Form No.	Form Name
2006 Exchange Network Customer Satisfaction and Help Desk Satisfaction Surveys
Training and Guidance Customer Satisfaction Survey
2006 Central Data Exchange Customer Satisfaction and Help Desk Satisfaction Surveys
Annual National Tanks Conference & Expo Survey
OIG General Customer Survey on Products and Services
Tribal New Source Review (NSR) Customer Satisfaction Questionnaire

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ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	6,245	6,245	0	0	0	0
Annual Time Burden (Hours)	1,671	1,671	0	0	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement:

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Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? Uncollected

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? Uncollected

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? Uncollected

Is this ICR related to the Pandemic Response? Uncollected

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Common Form ICR:  No

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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:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(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;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

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.

Certification Date: 08/10/2006

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