The generic customer satisfaction Information Collection Request (ICR) is approved to allow the expedited OMB clearance of EPA customer satisfaction surveys that are simple, straightforward, short and narrowly focused to:
1. Respondents that together form a convenience sample of current or recent customers of EPA products or services; 2. Survey questions supporting estimates of the level of satisfaction with an actual service or product provided by EPA that respondents have utilized; and 3. Respondents 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. 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. 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. This generic clearance does not extend to "fact finding" for the purpose of regulatory development or enforcement. OMB reserves the authority to disapprove any individual survey that does not meet the conditions outlined in this ICR.
OMB encourages agency staff to consult with EPA's National Center for Environmental Innovation (NCEI) for advice, survey evaluation, and clearance assistance. OMB is relying in large part on EPA's internal review and quality control to develop useful customer information.
Surveys approved under this generic ICR approval will be consistent with requirements of 5 CFR 1320.5, including but not limited to requirement that the survey be least-burdensome, non-duplicative, and that each question has practical utility. The agency is required to display the OMB control number and inform respondents of its legal significance.
table that charts list comparision
Inventory as of this Action
Requested
Previously Approved
10/31/2012
36 Months From Approved
10/31/2009
15,720
0
6,245
1,431
0
1,671
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 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.
EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
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.
1711SS12+REV2009 928.doc
Incident Waste Management Planning and Response Tool (IWMPRT) Customer Survey