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
10/31/2010
36 Months From Approved
10/31/2009
2,074,592
0
4,802,275
742,386
0
706,360
600,000
0
0
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.
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.
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.
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