Generic Customer Satisfaction

Forms and Documents

Document Name	Status
Form 0 Personnel Assessment User Feedback Form	New
Form 0 PMF Job Fair Survey Form and Instruction	New
Form 0 Insurance Core Survey Form	New
Form 0 Services Online Form and Instruction	New
Form 0 Rating Federal Retirement Program Form and Instruction	New
Form 0 Open Season Survey Form and Instruction	New
Form 0 Annual Employee Survey Form and Instruction	New
Form 0 Federal Human Capital Survey Form and Instruction	New
Form 0 OPM Exit Survey Form	New
Form 0 OPM Leadership 360 Form	New
Form 0 National Personal Protective Technology Laboratory Customer Satisfaction Survey for Users Form	New
Form 0 Consumer Assessment of Healthcare Providers and Systems (CAHPS) – Child Survey Form and Instruction	New
Form 0 Consumer Assessment of Healthcare Providers and Systems (CAHPS) – Adults Form and Instruction	New
Form 0 CSS for Respirator Manufacturers and Associated Groups Form and Instruction	New
Form 0 Organizational Assessment Survey Form and Instruction	New
Form 0 TSA Applicants Form	New
Form 0 DFAS Retiree-Annuitant CSS Form	New
Form 0 OPM CSS Core Survey Form	New
Form 0 CTS Branding Assessment Form and Instruction	New
Form RI 10-72 CRIS Customer Satisfaction Survey Form and Instruction	New
Agency Generic Survey SSB-2009.doc Supporting Statement B	2009-05-29
Agency Generic Survey SSA 2009.doc Supporting Statement A	2009-05-28
Draft-OPM Generic Survey Worksheet 2009 submission.xls Supplementary Document	2009-05-27
30 day published.pdf Supplementary Document	2009-05-18
3206-0236 60 day notice.pdf Supplementary Document	2009-04-21

IC Document Collections

IC ID	Document Title	Status
189271	Personnel Assessment User Feedback Form	New
189269	PMF Job Fair Survey Form and Instruction	New
189268	Insurance Core Survey Form	New
189267	Services Online Form and Instruction	New
189266	Rating Federal Retirement Program Form and Instruction	New
189265	Open Season Express Telephone Survey (IVR) Other-phone survey flowchart	New
189264	Open Season Survey Form and Instruction	New
189263	Annual Employee Survey Form and Instruction	New
189262	Federal Human Capital Survey Form and Instruction	New
189261	OPM Exit Survey Form	New
189260	OPM Leadership 360 Form	New
189259	National Personal Protective Technology Laboratory Customer Satisfaction Survey for Users Form	New
189257	Consumer Assessment of Healthcare Providers and Systems (CAHPS) – Child Survey Form and Instruction	New
189256	Consumer Assessment of Healthcare Providers and Systems (CAHPS) – Adults Form and Instruction	New
189253	CSS for Respirator Manufacturers and Associated Groups Form and Instruction	New
189252	Organizational Assessment Survey Form and Instruction	New
189251	TSA Applicants Form	New
189250	DFAS Retiree-Annuitant CSS Form	New
189249	OPM CSS Core Survey Form	New
189248	CTS Branding Assessment Form and Instruction	New
189247	CRIS Customer Satisfaction Survey Form and Instruction	New

ICR Details

OMB Control No: 3206-0236	ICR Reference No: 200904-3206-007
Status: Historical Active	Previous ICR Reference No: 200603-3206-001
Agency/Subagency: OPM	Agency Tracking No:
Title: Generic Customer Satisfaction
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 10/05/2009
	Date Received in OIRA: 05/29/2009
Terms of Clearance: This collection is being approved for one year with the understanding that OPM will split it into three separate packages (roughly defined as: "customer satisfaction services," "performance measurement surveys," and "program services evaluation surveys") prior to seeking re-approval.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2010	36 Months From Approved	10/31/2009
Responses	2,074,592	0	4,802,275
Time Burden (Hours)	742,386	0	706,360
Cost Burden (Dollars)	600,000	0	0

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Abstract: The Office of Personnel Management (OPM) leads Federal agencies in shaping human resources management (HRM) systems to effectively recruit, develop, manage and retain a high quality and diverse workforce. We need to solicit input from our customers to evaluate our performance in providing services that are citizen-centered, results-oriented and market-based. Customer Service surveys are valuable tools to gather information about our customers' view of our performance so we can design and implement new ways to improve our service to meet their needs. This Agency Generic Survey request includes surveys that we currently use or plan to use during the next three years to measure our ability to meet our customers needs. The survey instruments include direct mail, telephone contact, focus groups and web exit surveys. Our customers include the general public, Federal benefit recipients, Federal agencies and Federal employees. This meets all requirements for Executive Order 12862 and OMB Memorandum 93-14.

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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
60-day Notice:	Federal Register Citation:	Citation Date:
	73 FR 13925	03/14/2008
30-day Notice:	Federal Register Citation:	Citation Date:
	74 FR 22600	05/13/2009
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 21

IC Title	Form No.	Form Name
PMF Job Fair Survey	0	PMF JOB FAIR - FINALISTS' EVALUATION
Federal Human Capital Survey	0	Federal Human Capital Survey
TSA Applicants	0	TSA Applicant Survey
Insurance Core Survey	0	Insurance Website Survey
OPM Exit Survey	0	OPM Employee Exit Survey
Consumer Assessment of Healthcare Providers and Systems (CAHPS) – Child Survey	0	cahps child questionnaire
CRIS Customer Satisfaction Survey	RI 10-72	Customer Satisfaction Survey
Personnel Assessment User Feedback	0	User Feedback
Rating Federal Retirement Program	0	Rating Federal Retirement
CSS for Respirator Manufacturers and Associated Groups	0	CSS for Respirator Manufacturers and Associated Groups
Annual Employee Survey	0	Federal Human Capital (used for AES survey)
OPM Leadership 360	0	OPM Leadership 360
OPM CSS Core Survey	0	OPM Customer Satisfaction Survey
DFAS Retiree-Annuitant CSS	0	DFAS Retiree-Annuitant Customer Satisfaction Survey
Open Season Survey	0	Open Season Survey
Open Season Express Telephone Survey (IVR)
National Personal Protective Technology Laboratory Customer Satisfaction Survey for Users	0	NPPTL Customer Satisfaction Survey for Users
Consumer Assessment of Healthcare Providers and Systems (CAHPS) – Adults	0	Cahps Adult Questionnaire
CTS Branding Assessment	0	Center for Talent Services Organizational Branding Assessment
Services Online	0	Services Online
Organizational Assessment Survey	0	Organizational Assessment Survey

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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	2,074,592	4,802,275	0	-2,727,683	0	0
Annual Time Burden (Hours)	742,386	706,360	0	36,026	0	0
Annual Cost Burden (Dollars)	600,000	0	0	600,000	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

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

Burden Reduction Due to:

Short Statement: This generic survey was originally created and approved in 1998. The previous process was performed strictly through paper submissions and approvals. There were no accurate traceable records kept on the IC's included in this ICR or the totals for the Generic Survey. In 2009 this collection was completely started over with a new list of surveys being used currently and in the next 3 years. The previous burden totals reflected an inaccuracy compared with the totals provided by program offices and survey owners for this revision of the Generic Agency Survey.

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Annual Cost to Federal Government: $600,000

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)? No

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: 05/29/2009

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