Voluntary Customer Surveys to Implement E.O. 12862 Coordinated by the Corporate Planning and Performance Division on Behalf of All IRS Operations Functions

Forms and Documents

Document	Type	Status	Availability
Appendix B CS OMB Consolidated Follow-up Rpt 2007-2009-copy .doc	Justification for No Material/Nonsubstantive Change	Uploaded 2009-11-04	Available
2006-2009 Appendix A Generic Clearance Project Listing.doc	Supporting Statement B	Uploaded 2009-11-04	Available
Supporting_Statement_2009-2012[1].doc	Supporting Statement A	Uploaded 2009-11-10	Available

IC Document Collections

IC ID	Collection	Type	Status	Form
205230	CS-12-379 U.S. Hispanic Phone Survey	Other-Survey	New
204948	CS-12-386 Virtual VITA TCE Survey and CS-12-387 VITA Facilitated Self Service Surveys	Other-Survey	New
204360	CS-12-366 TAS Customer Satisfaction	Other-Survey	New
203933	CS-12-351 RPO Continuing Education and CS-12-371 Taxpayer Assistance Survey	Other-Survey	New
203669	CS-12-363 Taxpayer Attitude Survey	Other-Survey	New
203305	CS-12-354 Estate and Gift, CS-12-355 Collection, CS-12-356 Employment,, CS-12-357 Excise, and CS-12-358 Field Exam Surveys	Other-Survey	New
203261	CS-12-352 ACS Automated Survey and CS-12-353 CSCO Mail Survey	Other-Automated Survey	New
202592	CS-12-343 CAP Survey, CS-12-345 IRS.gov ITA Survey, and CS-12-347 SIMP Lab Survey	Other-Survey	New
202330	CS-12-338 SEMS Pilot Survey, CS-12-339 Web Browser Survey, CS-12-340 Cost Analysis, CS-12-341 Stay Exempt Survey, and CS-12-342	Other-Survey	New
201884	CS-11-315, 317, 325, 346	Other-Survey	New
201877	Surveys of individuals CS-11-309 through 312, 326, 328, 336	Other-Survey	New
201860	Customer Satisfaction Surveys CS-11-305 thru CS-11-308	Other-English Pretest	New
200836	CS-11-304 - Over the Phone Interpreter (OPI) Customer Satisfaction Survey	Other-Survey	New
200233	CS-10-239C-W&I Taxpayer Experience; CS-10-252C-ACS Support; CS-11-298-CAS e-Help Desk; CS-11-299-W&I CAS Adj; CS-11-300-W&I CAS Toll-free; CS-11-301-W&I CAS PPS; CS-11-302-TEGE Toll-free;CS-11-303-W&I	Other-Survey	New
199664	CS-11-291; CS-11-292 - Taxpayer Advocate Service; CS-11-293 - PAIR Survey Initiative : CS-11-294 - LB&I Domestic IC/CIC; CS-11-295 - W&I Fld Ast; CS-11-296 - W&I M&P; CS-11-297- EOD	Other-Survey	New
199629	CS-11-285 - SPEC Partner Survey; CS-11-287 - SBSE AUR and CCE Interactive Voice Response (IVR); CS-11-289 - IRS SOLE PROPRIATOR TAXPAYERS; CS-290 -understand the effectiveness of 8 IRS notices	Other-Survey	New
198909	CS-11-284 - Customer Satisfaction & Risk Assessment Research; CS-11-288 - Quantitative Survey Screener and W&I/Business Surveys for Internal Revenue Service	Other-Survey	New
198741	CS-11-283 - Customer Satisfaction Research	Other-Survey	New
198705	CS-11-286 - Oversight Board Taxpayer Attitude Survey	Other-Survey	New
198242	CS-11-278- SIS Survey; CS-11-279- Appeals Survey; CS-11-280-Video Relay Service System / ASPECT Survey ; CS-11-281- Effectiveness of a Publication Re-Design; CS-11-282-OIC Survey	Instruction	New
197845	CS-11-277 - EP Compliance Resolution System; CS-10-215C - Oversight Board 2010 Taxpayer Attitude Survey; Correction	Other-Survey	New
196807	CS-11-275 - Spanish LEP Taxpayer Preference Study	Other-Survey	New
196307	CS-10-249; CS-10-260; CS-10-261; CS-10-262; CS-10-263; CS-10-264; CS-10-265; CS-10-266; CS-10-267; CS-10-268; CS-10-269; CS-11-270; CS-11-271; CS-11-272; CS-11-273; CS-11-274	Other-Survey	New
195699	CS-10-248 - External Customer Satisfaction Survey for M&P; CS-10-256 - ETA Risk Assessment Research; CS-10-257 - IRS National Research Program; CS-10-258 - W&I SPEC Partners; CS-10-259 - SB/SE ACS Cus	Other-Survey	New
195674	CS-10-242; CS-10-243; CS-10-244; CS-10-245; CS-10-246; CS-10-247; CS-10-250; CS-10-252; CS-10-253; CS-254; and CS-10-255	Other-Survey	New
194739	CS-09-155C-; CS-09-166C-; CS-10-238- ; CS-10-239-; CS-10-240-; CS-10-241 -	Other-Survey	New
194519	CS-10-214C- COMPLIANCE CENTER EXAMINATION; CS-10-233- TO MEASURE SATISFACTION OF TAX PROFESSIONALS SB/SE ; CS-10-234- National Research Program; CS-10-235- HCTC Participant ; CS-236 ; CS-10-237	Other-Survey	New
193897	CS-10-228 Indian Tribal Government Customer Satisfaction; CS-10-229 Taxpayer Advocate Service Customer Satisfaction For FY 2011; CS-10-232 W&I CARE, Field Assistance Customer Satisfaction.	Other-Survey	New
193196	Customer Surveys; CS-10-220, CS-10-221, CS-10-222, CS-10-223, CS-10-224, CS-10-225, CS-10-226, and CS-10-227	Other-Survey	New
192975	CS-10-211 - Users of IRS GLD Services and Products 2010	Other-Survey	New
192892	2010 TAX ASSISTANCE DAY EXIT SURVEY	Instruction	New
192176	CS-09-175C - SPEC Otrch Study;CS-10-212C- ;CS-10-215 - Ovrsght Brd Compliance Study; CS-10-216 - AUR Improvement Project; CS-10-217 - CCE TOLL-FREE; CS-10-218 - ACS SUPPORT; CS-10-219 - LMSB Conjoint	Other-Survey	New
191879	CS-09-195; CD-09-196; CS-09-197; CS-09-198; CS-09-199; CS-09-200; CS-09-201; CS-09-202; CS-09-203; CS-09-204; CS-09-205; CS-09-206; CS09-207: CS09-208; CS-09209; CS09-210; CS09-212; CS09-213; CS09-214	Other-Survey	New

ICR Details

OMB Control No: 1545-1432	ICR Reference No: 200911-1545-013
Status: Historical Active	Previous ICR Reference No: 200801-1545-020
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: Voluntary Customer Surveys to Implement E.O. 12862 Coordinated by the Corporate Planning and Performance Division on Behalf of All IRS Operations Functions
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 01/14/2010
	Date Received in OIRA: 11/17/2009
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	01/31/2013	36 Months From Approved	01/31/2010
Responses	1,000,000	0	1,000,000
Time Burden (Hours)	150,000	0	150,000
Cost Burden (Dollars)	0	0	0

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Abstract: This is a generic clearance for an undefined number of customer satisfaction and opinion surveys and focus group interviews to be conducted over the next three years. Surveys and focus groups conducted under the generic clearance are used by the Internal Revenue Service to determine levels of customer satisfaction as well as determining issues that contribute to customer burden. This information will be used to make quality improvements to products and services.

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Authorizing Statute(s): US Code: 26 USC 6103 Name of Law: Confidentiality and disclosure of returns and return information
  

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:
	74 FR 33019	07/09/2009
30-day Notice:	Federal Register Citation:	Citation Date:
	74 FR 59030	11/16/2009
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 33

IC Title	Form No.	Form Name
CS-11-277 - EP Compliance Resolution System; CS-10-215C - Oversight Board 2010 Taxpayer Attitude Survey; Correction
CS-11-278- SIS Survey; CS-11-279- Appeals Survey; CS-11-280-Video Relay Service System / ASPECT Survey ; CS-11-281- Effectiveness of a Publication Re-Design; CS-11-282-OIC Survey
CS-11-315, 317, 325, 346
CS-12-363 Taxpayer Attitude Survey
CS-10-239C-W&I Taxpayer Experience; CS-10-252C-ACS Support; CS-11-298-CAS e-Help Desk; CS-11-299-W&I CAS Adj; CS-11-300-W&I CAS Toll-free; CS-11-301-W&I CAS PPS; CS-11-302-TEGE Toll-free;CS-11-303-W&I
CS-10-249; CS-10-260; CS-10-261; CS-10-262; CS-10-263; CS-10-264; CS-10-265; CS-10-266; CS-10-267; CS-10-268; CS-10-269; CS-11-270; CS-11-271; CS-11-272; CS-11-273; CS-11-274
CS-11-286 - Oversight Board Taxpayer Attitude Survey
Customer Satisfaction Surveys CS-11-305 thru CS-11-308
CS-11-283 - Customer Satisfaction Research
CS-09-155C-; CS-09-166C-; CS-10-238- ; CS-10-239-; CS-10-240-; CS-10-241 -
CS-09-175C - SPEC Otrch Study;CS-10-212C- ;CS-10-215 - Ovrsght Brd Compliance Study; CS-10-216 - AUR Improvement Project; CS-10-217 - CCE TOLL-FREE; CS-10-218 - ACS SUPPORT; CS-10-219 - LMSB Conjoint
CS-11-275 - Spanish LEP Taxpayer Preference Study
CS-11-285 - SPEC Partner Survey; CS-11-287 - SBSE AUR and CCE Interactive Voice Response (IVR); CS-11-289 - IRS SOLE PROPRIATOR TAXPAYERS; CS-290 -understand the effectiveness of 8 IRS notices
CS-11-304 - Over the Phone Interpreter (OPI) Customer Satisfaction Survey
CS-12-351 RPO Continuing Education and CS-12-371 Taxpayer Assistance Survey
CS-12-352 ACS Automated Survey and CS-12-353 CSCO Mail Survey
CS-11-284 - Customer Satisfaction & Risk Assessment Research; CS-11-288 - Quantitative Survey Screener and W&I/Business Surveys for Internal Revenue Service
Surveys of individuals CS-11-309 through 312, 326, 328, 336
CS-12-366 TAS Customer Satisfaction
CS-10-228 Indian Tribal Government Customer Satisfaction; CS-10-229 Taxpayer Advocate Service Customer Satisfaction For FY 2011; CS-10-232 W&I CARE, Field Assistance Customer Satisfaction.
2010 TAX ASSISTANCE DAY EXIT SURVEY
CS-12-379 U.S. Hispanic Phone Survey
CS-12-343 CAP Survey, CS-12-345 IRS.gov ITA Survey, and CS-12-347 SIMP Lab Survey
CS-10-242; CS-10-243; CS-10-244; CS-10-245; CS-10-246; CS-10-247; CS-10-250; CS-10-252; CS-10-253; CS-254; and CS-10-255
CS-11-291; CS-11-292 - Taxpayer Advocate Service; CS-11-293 - PAIR Survey Initiative : CS-11-294 - LB&I Domestic IC/CIC; CS-11-295 - W&I Fld Ast; CS-11-296 - W&I M&P; CS-11-297- EOD
CS-12-354 Estate and Gift, CS-12-355 Collection, CS-12-356 Employment,, CS-12-357 Excise, and CS-12-358 Field Exam Surveys
CS-12-386 Virtual VITA TCE Survey and CS-12-387 VITA Facilitated Self Service Surveys
CS-12-338 SEMS Pilot Survey, CS-12-339 Web Browser Survey, CS-12-340 Cost Analysis, CS-12-341 Stay Exempt Survey, and CS-12-342
Customer Surveys; CS-10-220, CS-10-221, CS-10-222, CS-10-223, CS-10-224, CS-10-225, CS-10-226, and CS-10-227
CS-10-248 - External Customer Satisfaction Survey for M&P; CS-10-256 - ETA Risk Assessment Research; CS-10-257 - IRS National Research Program; CS-10-258 - W&I SPEC Partners; CS-10-259 - SB/SE ACS Cus
CS-10-214C- COMPLIANCE CENTER EXAMINATION; CS-10-233- TO MEASURE SATISFACTION OF TAX PROFESSIONALS SB/SE ; CS-10-234- National Research Program; CS-10-235- HCTC Participant ; CS-236 ; CS-10-237
CS-09-195; CD-09-196; CS-09-197; CS-09-198; CS-09-199; CS-09-200; CS-09-201; CS-09-202; CS-09-203; CS-09-204; CS-09-205; CS-09-206; CS09-207: CS09-208; CS-09209; CS09-210; CS09-212; CS09-213; CS09-214
CS-10-211 - Users of IRS GLD Services and Products 2010

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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	1,000,000	1,000,000	0	0	0	0
Annual Time Burden (Hours)	150,000	150,000	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)? 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: 11/17/2009

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