Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan

Forms and Documents

Document Name	Status
Form One Leadership and Management Seminar Evaluation Form and Instruction	New
FSA Communications Messaging Customer Service Survey Form and Instruction	New
Customer Satisfaction Survey for the Quality Assurance Program Form and Instruction	New
Ease of Doing Business with FSA-School Partners Quarterly Customer Satisfaction Survey Form and Instruction	New
FSA Pubs Focus Group Feedback Guide Form and Instruction	New
Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan Form and Instruction	New
Multiple Servicer Customer Satisfaction Surveys Form and Instruction	New
Att_Umbrella Clearance 2010 - list of ongoing surveys.doc Supplementary Document	2010-04-20
Att_Umbrella Clearance Supporting Statement B.doc Supporting Statement B	2010-04-20
Att_Umbrella Clearance Supporting Statement A.doc Supporting Statement A	2010-04-20

IC Document Collections

IC ID	Document Title	Status
206712	Borrowers in School Survey Other-survey	New
206367	Optional Point-of-Service Online Customer Satisfaction Survey Other-survey	New
205062	Leadership and Management Seminar Evaluation Form and Instruction	New
204990	WEBSITE USABILITY TESTING Instruction	New
200321	Online Interviews to Evaluate Website and Social Media Site Other-Survey	New
200071	Creative Review Focus Groups Other-Survey	New
197134	FSA Communications Messaging Customer Service Survey Form and Instruction	New
196459	Customer Satisfaction Survey for the Quality Assurance Program Form and Instruction	New
195945	Ease of Doing Business with FSA-School Partners Quarterly Customer Satisfaction Survey Form and Instruction	New
195321	FSA Pubs Focus Group Feedback Guide Form and Instruction	New
194678	Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan Form and Instruction	New
194171	Multiple Servicer Customer Satisfaction Surveys Form and Instruction	New

ICR Details

OMB Control No: 1845-0045	ICR Reference No: 201004-1845-005
Status: Historical Active	Previous ICR Reference No: 201004-1845-002
Agency/Subagency: ED/FSA	Agency Tracking No: 4190
Title: Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 06/28/2010
	Date Received in OIRA: 04/21/2010
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	06/30/2013	36 Months From Approved	06/30/2010
Responses	63,300	0	15,300
Time Burden (Hours)	13,375	0	8,400
Cost Burden (Dollars)	0	0	0

---

Abstract: The Higher Education Amendments of 1998 established Federal Student Aid as the first Performance-Based Organization. One purpose of the PBO is to improve service to students and other participants in the student financial assistance programs authorized under title IV, including making those programs more understandable to students and their parents. To do that, FSA has committed to ensuring that all people receive service that matches or exceeds the best service available in the private sector. The legislation’s requirements establish an ongoing need for FSA to be engaged in an interactive process of collecting information and using it to improve program services and processes.

---

Authorizing Statute(s): US Code: 20 USC 1070 Name of Law: Higher Education Amendments of 1965, as amended
  

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	75 FR 7264	02/16/2010
30-day Notice:	Federal Register Citation:	Citation Date:
	75 FR 20829	04/21/2010
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 12

IC Title	Form No.	Form Name
Multiple Servicer Customer Satisfaction Surveys	N/A, N/A, N/A	2010 Additional Services Customer Survey-Borrowers ,   2010 Additional Services Customer Survey-FSA and Partners Personnel ,   2010 Additional Services Customer Survey-School Personnel
Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan	N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A, N/A	EDEXpress Basics Customer Sat Survey ,   Financial Partner Data Mart Customer Satisfaction Survey ,   FMS Multiple Surveys-FMS GA ,   FMS Multiple Surveys-FMS Lender ,   FMS Multiple Surveys-FMS State Agencies ,   Customer Sat Survey for Schools Participating in the Quality Assuarance Program ,   High School Students and Parents FSA Customer Sat Survey ,   Common Services for Borrowers Discussion Guide ,   FSAIC Cust Sat Survey (English) ,   FSAIC Cust Sat Survey (Spanish) ,   Direct Loan School Sat Survey ,   CSB Borrower Suvey ,   Federal Student Aid Counselors Customer Sat Survey ,   HERA Training Customer Sat Survey ,   Tools for Schools Training Survey ,   Ombudsman Customer Survey ,   Fundamentals Title IV Admin Customer Sat Survey ,   Technical Track Evaluation Survey ,   School Requirements Survey ,   Training Satisfaction Survey-Longitudinal ,   FOTW Tracker Survey ,   Federal Student Aid Awareness Survey-Long Beach ,   EDEXpress User Survey ,   Quality Assuarnces Survey ,   Editorial Services Customer Sat Survey ,   2009 Session Evaluation Fall Conference ,   FSA Default Survey ,   Loan Choice for FFEL Borrowers Survey ,   Federal Student Aid Awareness Survey ,   College.Gov Survey ,   FFEL Borrower Servicing Survey ,   In School Aided Survey ,   Social Media Use in the FSA Community Survey ,   Students.gov Website Customer Sat Survey ,   Annual Direct Loan School Customer Sat Web Survey
FSA Communications Messaging Customer Service Survey	N/A	Department of ED FSA Communications Messaging Survey
Creative Review Focus Groups
Leadership and Management Seminar Evaluation	One	Leadership and Management Seminar Evaluation
Ease of Doing Business with FSA-School Partners Quarterly Customer Satisfaction Survey	N/A	US Department of Education Schools Partners Survey
Optional Point-of-Service Online Customer Satisfaction Survey
Customer Satisfaction Survey for the Quality Assurance Program	N/A	Quality Assuarnces Survey
WEBSITE USABILITY TESTING
FSA Pubs Focus Group Feedback Guide	N/A	Topic Guide-Publication Ordering Process Focus Groups
Online Interviews to Evaluate Website and Social Media Site
Borrowers in School Survey

---

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	63,300	15,300	0	48,000	0	0
Annual Time Burden (Hours)	13,375	8,400	0	4,975	0	0
Annual Cost Burden (Dollars)	0	0	0	0	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: The increase is due to FSA submitting more surveys and holding more focus groups in the next fiscal years. The number of responses is higher than in recent umbrella clearance package requests because it is based on actual number of responses received in recent fiscal years. The total burden of hours requested increased based on average number of responses and average response time. FSA will continue to keep tracking the accurate burden in order to accurately report burden year to year.

---

Annual Cost to Federal Government: $794,650

Does this IC contain surveys, censuses, or employ statistical methods? No

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]? No

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

---

Common Form ICR:  No

---

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: 04/21/2010

---