Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Form RI 10-72 How Has The Office of Personnel Management Served You? Form and Instruction	New
Form 0 TSA Applicants Customer Satisfaction Survey Form and Instruction	New
Form 0 DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	New
Form 0 Insurance website CSS core survey Form and Instruction	New
Form 0 Manufacturers Customer Satisfaction Survey (NPPTL) Form and Instruction	New
Form 0 (NPPTL) Customer Satisfaction Survey for Users Form and Instruction	New
Form 0 Rating Federal Retirement Program Form and Instruction	New
Form 0 Retirement Services Online Form and Instruction	New
Form 0 Open Season Online Survey Form and Instruction	New
Form 0 Customer Satisfaction Survey Form and Instruction	New
Form 0 PMF Job Fair Survey Form and Instruction	New
30 day published 3206-0236.pdf Supplementary Document	2010-10-21
3206-0236 Customer Satisfaction Surveys 2010_1.doc Supporting Statement A	2010-10-19
60 day published2010-14837[1].pdf Supplementary Document	2010-06-25
Agency Generic Survey SSB-2010.doc Supporting Statement B	2010-06-25
Generic Customer Satisfaction Survey Worksheet 2010 submission.xls Supplementary Document	2010-05-05

IC Document Collections

IC ID	Document Title	Status
192594	How Has The Office of Personnel Management Served You? Form and Instruction	New
192570	TSA Applicants Customer Satisfaction Survey Form and Instruction	New
192569	DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	New
192567	Insurance website CSS core survey Form and Instruction	New
192566	Manufacturers Customer Satisfaction Survey (NPPTL) Form and Instruction	New
192565	(NPPTL) Customer Satisfaction Survey for Users Form and Instruction	New
192564	Rating Federal Retirement Program Form and Instruction	New
192563	Retirement Services Online Form and Instruction	New
192562	Open Season Online Survey Form and Instruction	New
192561	Open Season Express Telephone Survey Instruction	New
192560	Customer Satisfaction Survey Form and Instruction	New
192559	PMF Job Fair Survey Form and Instruction	New

ICR Details

OMB Control No: 3206-0236	ICR Reference No: 201004-3206-005
Status: Historical Active	Previous ICR Reference No: 200904-3206-007
Agency/Subagency: OPM	Agency Tracking No:
Title: Customer Satisfaction Surveys
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: 02/14/2011
	Date Received in OIRA: 10/21/2010
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	02/28/2014	36 Months From Approved	02/28/2011
Responses	495,182	0	2,074,592
Time Burden (Hours)	34,152	0	742,386
Cost Burden (Dollars)	200,000	0	600,000

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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 Satisfaction surveys are valuable tools to gather information from our customers so we can design and implement new ways to improve our service to meet their needs. This collection 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:
	75 FR 35093	06/21/2010
30-day Notice:	Federal Register Citation:	Citation Date:
	75 FR 65040	10/21/2010
Did the Agency receive public comments on this ICR? No

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

IC Title	Form No.	Form Name
Customer Satisfaction Survey	0	Customer Satisfaction Survey
Retirement Services Online	0	Services Online Survey
Rating Federal Retirement Program	0	Rating Federal Retirement Survey
How Has The Office of Personnel Management Served You?	RI 10-72	How Has The Office of Personnel Management Served You?
Open Season Express Telephone Survey
PMF Job Fair Survey	0	PMF Job Fair Finalist Survey
DFAS Retiree-Annuitant Customer Satisfaction Survey	0	DFAS Retiree-Annuitant Customer Satisfaction Survey
(NPPTL) Customer Satisfaction Survey for Users	0	National Personal Protective Technology Laboratory Customer Satisfaction Survey for Users
Open Season Online Survey	0	Open Season Online Survey
TSA Applicants Customer Satisfaction Survey	0	TSA Applicants Customer Satisfaction Survey
Insurance website CSS core survey	0	Insurance Website Customer Satisfaction Survey
Manufacturers Customer Satisfaction Survey (NPPTL)	0	National Personal Protective Technology Laboratory (NPPTL) Customer Satisfaction Survey for Respirator Manufacturers and Associated Groups

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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	495,182	2,074,592	0	-1,579,410	0	0
Annual Time Burden (Hours)	34,152	742,386	0	-708,234	0	0
Annual Cost Burden (Dollars)	200,000	600,000	0	-400,000	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: This collection previously included surveys pertaining to Performance Measurement and Program Services Evaluations. These surveys were removed and only Customer Satisfaction Surveys will be associated with this collection.

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Annual Cost to Federal Government: $200,000

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]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

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: 10/21/2010

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