Generic Customer Satisfaction

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form 0 User Feedback	Form	New	Available
Form 0 PMF JOB FAIR - FINALISTS' EVALUATION	Form and Instruction	New	Available
Form 0 Insurance Website Survey	Form	New	Available
Form 0 Services Online	Form and Instruction	New	Available
Form 0 Rating Federal Retirement	Form and Instruction	New	Available
Form 0 Open Season Survey	Form and Instruction	New	Available
Form 0 Federal Human Capital (used for AES survey)	Form and Instruction	New	Available
Form 0 Federal Human Capital Survey	Form and Instruction	New	Available
Form 0 OPM Employee Exit Survey	Form	New	Available
Form 0 OPM Leadership 360	Form	New	Available
Form 0 NPPTL Customer Satisfaction Survey for Users	Form	New	Available
Form 0 cahps child questionnaire	Form and Instruction	New	Repair queued
Form 0 Cahps Adult Questionnaire	Form and Instruction	New	Available
Form 0 CSS for Respirator Manufacturers and Associated Groups	Form and Instruction	New	Available
Form 0 Organizational Assessment Survey	Form and Instruction	New	Available
Form 0 TSA Applicant Survey	Form	New	Available
Form 0 DFAS Retiree-Annuitant Customer Satisfaction Survey	Form	New	Available
Form 0 OPM Customer Satisfaction Survey	Form	New	Available
Form 0 Center for Talent Services Organizational Branding Assessment	Form and Instruction	New	Available
Form RI 10-72 Customer Satisfaction Survey	Form and Instruction	New	Available
Agency Generic Survey SSB-2009.doc	Supporting Statement B	Uploaded 2009-05-29	Available
Agency Generic Survey SSA 2009.doc	Supporting Statement A	Uploaded 2009-05-28	Available
Draft-OPM Generic Survey Worksheet 2009 submission.xls	Supplementary Document	Uploaded 2009-05-27	Available
30 day published.pdf	Supplementary Document	Uploaded 2009-05-18	Available
3206-0236 60 day notice.pdf	Supplementary Document	Uploaded 2009-04-21	Available

IC Document Collections

Information collection document groups

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

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
Retrieve Notice of Action (NOA)	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.

table that charts list comparision

	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

table that charts list of burden

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

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ICR Summary of Burden

table that charts list 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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