Supporting Statement – IRS.gov ITA Survey
Approval Request to Conduct Customer Satisfaction Research (OMB #1545-1432)
JUSTIFICATION
This survey is a continuous survey with no changes from the prior approval #CS-09-178 to the survey instrument.
Circumstances Making the Collection of Information Necessary
The Rules Base Program Office within the Wage & Investment Division is conducting a customer survey to measure customer satisfaction with their use of the Interactive Tax Assistant on irs.gov. The survey instruments will be used to determine the customer satisfaction of the ITA tool and its ease of use.
Purpose and Use of the Information Collection
The primary goal of the survey is to assist in determining the ease of using ITA as well as how satisfied the customer is with the answer received when using the tool.
Consideration Given to Information Technology
The questionnaire will be administered on irs.gov at the completion of using the ITA tool and receiving a response to the tax law question posed.
Duplication of Information
This is the only study conducted by the IRS to measure customer satisfaction for the on-line ITA tool.
Reducing the Burden on Small Entities
No small entities are involved in this collection
Consequences of Not Conducting Collection
The RBPO will not be able to measure external customer satisfaction with ITA. Feedback from customers is important in order to assess ease of use and reliability of the tool. If the survey is not conducted, opportunities to improve the product would be missed.
Special Circumstances
There are no special circumstances. The information collected will be voluntary and will not be used for statistical purposes.
Consultations with Persons Outside the Agency N/A
Payment or Gift
No payments or gifts to be provided.
Confidentiality
There are no confidentiality issues identified. The survey is conducted online with no data collection of a personal or sensitive nature.
Sensitive Nature
There are no questions within the survey that are of a personal or sensitive nature.
Burden of Information Collection
The estimated time to complete the survey is two minutes. Based on a potential sample of 60000 and assuming an 18 percent response rate, the total annual burden hours requested (360 hrs) are based on the number of survey completions we expect to receive over the requested period for this clearance.
Estimated Burden |
||||
Type of Collection |
No. of Respondents |
Annual Frequency per Response |
Minutes per Response |
Total Hours |
Customers who respond to survey (percent of above) |
10800 |
1 |
2 minutes |
360 hrs
|
Total |
|
|
|
360 hrs
|
Costs to Respondents
Not Applicable.
Costs to Federal Government
Not applicable
Reason for Change
Not applicable.
Tabulation of Results, Schedule, Analysis Plans
Taxpayers who complete an ITA topic will be asked to take the survey on the response page. The IRS will assume that all data collected from this survey is qualitative in nature and that no critical decisions will be made by this office sole from the analysis of data from this survey. The results from this survey are simple one piece of a larger set of information needed to assess the needs related to services provided by the IRS.
Display of OMB Approval Date
Not applicable
Exceptions to Certification for Paperwork Reduction Act Submissions
These activities comply with the requirements in 5 CFR 1320.9.
Data Collection Begin and End Dates
August 2012 – July 2013.
B. STATISTICAL METHODS
The primary purpose of these collections will be for internal management purposes; there are no plans to publish or otherwise release this information.
Universe and Respondent Selection
Taxpayers will be asked to take the survey once they have completed an ITA topic and have received a response.
Procedures for Collecting Information
W&I, Strategy & Finance, Research will be responsible for collecting the data and conducting data analysis.
Methods to Maximize Response
The survey is offered to all taxpayers who complete an ITA topic and have received a response. The response rate is determined based on those taxpayers who wish to complete the survey.
Testing of Procedures
No testing will be conducted.
Contacts for Statistical Aspects and Data Collection
For questions regarding the survey, questionnaire design or statistical methodology, contact:
Keith J. Wehren, W&I, ES&P, RBPO
904-665-0616
or
Jeffrey W. Gray, W&I, ES&P, RBPO
859-669-7857
| File Type | application/msword |
| File Title | DOCUMENTATION FOR THE GENERIC CLEARANCE |
| Author | 558022 |
| Last Modified By | mdsloa00 |
| File Modified | 2012-07-25 |
| File Created | 2012-04-11 |