NARRATIVE OF CHANGES 1660-0036 Supporting Statement PART A

Changes to Collection OMB No. 1660-0036

The following questions have been updated since the last OMB Approval:

FEMA Form Numbers Changed from:

OMB Control Number: 1660 - 0036

Title: Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys

Form Number(s): Caller Services Registration Intake Survey, FEMA Form 007-0-3 (currently 90-147); Caller Services Helpline Survey, FEMA Form 007-0-5 (currently 90-148); Program Effectiveness & Recovery Survey; Internet On-Line Registration Survey, FEMA Form 070-0-2 (currently 90-150); Internet Applicant Inquiry/Update Phone Survey, FEMA Form 070-0-19 (currently 90-151);

Also, FEMA Form 007-0-20 (currently 90-149) was removed as well and is now in a collection, 1660-NEW.

And these are new forms:

Casework Representative Survey, FEMA Form 007-0-6; Direct Housing Operations Survey, FEMA Form 007-0-4; Disability Access and Functional Needs Representative Survey, FEMA Form 007-0-8 (This form was named ‘Special Needs Representative Survey’ in the 60-day Federal Register Notice at 75 FR 40847, July 14, 2010.); Disaster Recovery Center Survey, FEMA Form 007-0-7; Communication and Process Survey, FEMA Form 007-0-9; Contact Survey, FEMA Form 007-0-10; Correspondence and Process Survey, FEMA Form 007-0-11; E-Communications Survey, FEMA Form 007-0-12; Evacuations Survey, FEMA Form 007-0-13; Rapid Temporary Repair Survey, FEMA Form 007-0-15; Recovery Inventory Survey, FEMA Form 007-0-16; Return Home Survey, FEMA Form 007-0-17; and Site Recertification Survey, FEMA Form 007-0-18.

General Instructions

A Supporting Statement, including the text of the notice to the public required by 5 CFR 1320.5(a)(i)(iv) and its actual or estimated date of publication in the Federal Register, must accompany each request for approval of a collection of information. The Supporting Statement must be prepared in the format described below, and must contain the information specified in Section A below. If an item is not applicable, provide a brief explanation. When Item 17 or the OMB Form 83-I is checked “Yes”, Section B of the Supporting Statement must be completed. OMB reserves the right to require the submission of additional information with respect to any request for approval.

Specific Instructions

A. Justification

1. Explain the circumstances that make the collection of information necessary.

Identify any legal or administrative requirements that necessitate the collection. Attach a copy of the appropriate section of each statute and regulation mandating or authorizing the collection of information. Provide a detailed description of the nature and source of the information to be collected.

Updated language for FY 8-13

Federal Emergency Management Agency’s (FEMA) Goal 5 of the Strategic Plan for Fiscal Years 2008-2013 emphasizes building public trust and confidence through performance and stewardship by instilling a culture that is focused both internally and externally on customer care. FEMA’s strategies include to seek out customer feedback using a variety of mechanisms such as questionnaires and surveys and take corrective action to address any problems identified, to ensure Disability populations receive a high level of customer care, and to focus increased quality of care for all customers that emphasizes reliability, responsiveness, customer value, empathy, and competency.

The September 11, 1993 Executive Order 12862, “Setting Customer Service Standards”, and its March 23, 1995 Memorandum addendum, “Improving Customer Service”, requires that all Federal agencies ask their customers what is most important to them, and survey their customers to determine the kind and quality of services the customers want and their level of satisfaction with existing services. The 1993 Government Performance and Results Act (GPRA) requires agencies to set missions and goals, and measure performance against them.

The E-Government Act of 2002 includes finding innovative ways to improve the performance of governments in collaborating on the use of information technology to improve the delivery of Government information and services.

Executive Order 13411 mandated an interagency task force develop the Disaster Assistance Improvement Plan (DAIP) to create a single application for citizens to apply for disaster assistance across all programs that receive Federal government funding. The portal went into effect December 31, 2008.

2. Indicate how, by whom, and for what purpose the information is to be used. Except for a new collection, indicate the actual use the agency has made of the information received from the current collection. Provide a detailed description of: how the information will be shared, if applicable, and for what programmatic purpose.

The two types of surveys, general and diagnostic, are described in detail.

General Surveys: The collection of the information will be used to measure customer satisfaction with the quality of service received through Individual Assistance (IA) surveys.

Disaster Recovery Center Survey, FEMA Form 007-0-7 - a survey intended to improve the quality of FEMA services that measures Disaster Recovery Center customer service, communication, accomplishment of purpose for the visit and suggestions to improve service received from the Disaster Recovery Center.

Caller Services Registration Survey, FEMA Form 007-0-3 - a survey intended to improve the quality of FEMA Call Center services that measures National Processing Service Centers customer service after registering by phone.

Caller Services Helpline Survey, FEMA Form 007-0-5- a survey intended to improve the quality of FEMA Call Center services that measures National Processing Service Centers customer service after contacting the FEMA Helpline.

Casework Representative Survey, FEMA Form 007-0-6 - a survey intended to improve the quality of FEMA casework services that measures National Processing Service Centers customer service based on a contact to the respondent by a caseworker about the status of the case.

Internet Registration Survey, FEMA Form 007-0-2 - a survey intended to improve the quality of FEMA services that measures the on-line experience with registering after a person registered for disaster assistance over the Internet.

Internet Inquiry Survey, FEMA Form 007-0-19- a survey intended to improve the quality of FEMA services that measures the on-line experience with updating the case or inquiring about the status of their case after a person checked their application status over the Internet.

Direct Housing Operations Survey, FEMA Form 007-0-4 - a survey intended to improve the quality of FEMA services at various phases of receiving the temporary housing unit, having it maintained and moving out.

Disability Access and Functional Needs Representative Survey, FEMA Form 007-0-8 - a survey intended to improve the quality of FEMA services that measures Joint Field Office customer service based on a courtesy call to the respondent by the Disability Caseworker about a variety of customer service criteria.

Diagnostic Surveys: The following special studies are used as diagnostic surveys to measure satisfaction with disaster specific processes to include the topics below.

Communication and Process Survey, FEMA Form 007-0-9- a survey intended to improve the quality of FEMA services that measures the effectiveness of the method of communicating disaster assistance, the process of registration and auto dialer messages.

Contact Survey, FEMA Form 007-0-10 - a survey intended to improve the quality of FEMA call center support by measuring the satisfaction with the first call interaction, with the setup of the interactive voice response system, with checking the status of the case, with the helpline experience and the determination, and satisfaction with communicating disaster information.

Correspondence and Process Survey, FEMA Form 007-0-11– a survey intended to improve the quality of FEMA services that measures the ease of understanding information published about disaster assistance, the letters, and the processes related to that correspondence such as appeal, recertification or recoupment, temporary housing assistance through hotel/motel assistance or HUD housing.

E-Communications Satisfaction Survey, FEMA-Form 007-0-12 a survey intended to improve the quality of FEMA services and satisfaction with communication via e-mail.

Evacuation Plan Satisfaction Survey, FEMA 007-0-13 a survey intended to improve the quality of services and satisfaction for those who evacuated.

Rapid Temporary Repair Survey, FEMA Form 007-0-15- a survey intended to improve the quality of FEMA services provided by those assisting with the temporary repairs to make the primary home habitable.

Site Recertification Survey, FEMA Form 007-0-18- a survey intended to improve the quality of FEMA services with their on-site support provided to the respondent during the personal visit by the Disaster Assistance Employee (DAE).

3. Describe whether, and to what extent, the collection of information involves the use of automated, electronic, mechanical, or other technological collection techniques or other forms of information technology, e.g., permitting electronic submission of responses, and the basis for the decision for adopting this means of collection. Also describe any consideration of using information technology to reduce burden.

This answer is updated to reflect the current collection.

During the process of applying for recovery assistance applicants leave their telephone number as part of their application. They are later contacted for the various surveys in this collection and asked to rate the customer service they received depending on what type of FEMA recovery service they recently received. Applicants apply by phone at 1-800-621-FEMA (1-800-621-3362), (TTY 1-800-462-7585) for the speech- or hearing-impaired or apply online at www.FEMA.gov. All contact for these surveys comes from a FEMA representative calling the number the respondent has left in the application for recovery assistance after receiving assistance so that they can rate the customer services they received.

Surveys are collected while interviewing the respondent over the phone and responses are stored in a database for easy retrieval for statistical analyses and reporting. All surveys in this collection are collected via the telephone. This is a 100% electronic collection. No paper forms are submitted or used. Data is stored in a desktop application, an Access Database. Plans are being designed for programming an electronic survey to be completed on the internet and/or over the interactive voice response telephone data collection system once funding is approved.



8. Federal Register Notice:



 a. Provide a copy and identify the date and page number of publication in the Federal Register of the agency’s notice soliciting comments on the information collection prior to submission to OMB. Summarize public comments received in response to that notice and describe actions taken by the agency in response to these comments. Specifically address comments received on cost and hour burden. Please note change in 8 b and c.



A 60-day Federal Register Notice inviting public comments was published on July 14, 2010, 75 FR 40847. No comments were received. See attached copy of the published notice included in this package.

 b. Describe efforts to consult with persons outside the agency to obtain their views on the availability of data, frequency of collection, the clarity of instructions and recordkeeping, disclosure, or reporting format (if any), and on the data elements to be recorded, disclosed, or reported.

During fiscal year 2010, FEMA Recovery Directorate contracted with a consultant, Coordination and Planning Partners, to review the current collection of information for the Program Effectiveness and Recovery Survey (PE&R) including the sampling methodology and questionnaire provided to OMB and approved in 2007. Also, research articles have been studied in an attempt to implement industry standard guidelines for the frequency of collection and the reporting format.

c. Describe consultations with representatives of those from whom information is to be obtained or those who must compile records. Consultation should occur at least once every three years, even if the collection of information activities is the same as in prior periods. There may be circumstances that may preclude consultation in a specific situation. These circumstances should be explained.

During fiscal year 2010, FEMA Recovery Directorate contracted with a consultant, Coordination and Planning Partners, to conduct focus groups with the respondents from whom the data will be collected. The respondents were members of the public who had received assistance.



12. Provide estimates of the hour burden of the collection of information. The statement should: PLEASE NOTE: All changes are detailed in Question 15 (below).



 Annual Cost to Respondents for Hour Burden

Type of Respondent	Form Name / Form Number	No. of Respon-dents	No. of Respon-ses per Respon-dent	Avg. Burden per Response (in hours)	Total Annual Burden (in hours)	Avg. Hourly Wage Rate*	Total Annual Respondent Cost
Individuals and Households	Caller Services Registration Survey/ FEMA Form 007-0-3	5,000	1	0.1000	500	$29.26	$14,630.00
Individuals and Households	Caller Services Helpline Survey/ FEMA Form 007-0-5	5,000	1	0.1000	500	$29.26	$14,630.00
Individuals and Households	Casework Representative Survey/ FEMA Form 007-0-6	5,000	1	0.1000	500	$29.26	$14,630.00
Individuals and Households	Internet Registration Survey/ FEMA Form 007-0-2	5,000	1	0.1000	500	$29.26	$14,630.00
Individuals and Households	Internet Inquiry Survey/ FEMA Form 007-0-19	5,000	1	0.1000	500	$29.26	$14,630.00
Individuals and Households	Disability Access and Functional Needs Representative Survey/ FEMA Form 007-0-8	5,000	1	0.1166	583	$29.26	$17,058.58
Individuals and Households	Direct Housing Operations Survey/ FEMA Form 007-0-4	1,770	3	0.1000	531	$29.26	$15,537.06
Individuals and Households	Disaster Recovery Center Survey/ FEMA Form 007-0-7	6,300	1	0.1333	840	$29.26	$24,572.26
Subtotal Surveys		38,070			4,454		$130,317.90
Individuals and Households	Communication and Process Survey/ FEMA Form 007-0-9	400	1	0.2500	100	$29.26	$2,926.00
Individuals and Households	Contact Survey/ FEMA Form 007-0-10	400	1	0.2500	100	$29.26	$2,926.00
Individuals and Households	Correspondence and Process Survey/ FEMA Form 007-0-11	800	1	0.2500	200	$29.26	$5,852.00
Individuals and Households	E-Communications Satisfaction Survey/ FEMA Form 007-0-12	400	1	0.2500	100	$29.26	$2,926.00
Individuals and Households	Evacuation Plan Satisfaction Survey/ FEMA Form 007-0-13	400	1	0.2500	100	$29.26	$2,926.00
Individuals and Households	Rapid Temporary Repair Survey/ FEMA Form 007-0-15	400	1	0.2500	100	$29.26	$2,926.00
Individuals and Households	Site Recertification Survey/ FEMA Form 007-0-18	400	1	0.2500	100	$29.26	$2,926.00
Subtotal Diagnostic Surveys		3,200			800		$23,408
Individuals and Households, Partners In Service, Staff	Focus Group	144	1	2.0000	288	$29.26	$8,426.88
Individuals and Households, Partners In Service, Staff	Travel to Focus Group	144	1	1.0000	144	$29.26	$4,213.44
Individuals and Households, Partners In Service, Staff	One-on-One Interviews	350	1	2.0000	700	$29.26	$20,482.00
Individuals and Households, Partners In Service, Staff	On-Line Interviews	350	1	2.0000	700	$29.26	$20,482.00
Subtotal Focus Groups		988			1832		$53,604.32
Grand Total		42,258			7,086		$207,330.22

• * Note: The “Avg. Hourly Wage Rate” for each respondent includes a 1.4 multiplier to reflect a fully-loaded wage rate.

.

13. Provide an estimate of the total annual cost burden to respondents or recordkeepers resulting from the collection of information. The cost of purchasing or contracting out information collection services should be a part of this cost burden estimate. (Do not include the cost of any hour burden shown in Items 12 and 14.) Costs are updated to more accurately reflect those associated with this collection.

The cost estimates should be split into two components:

a. Operation and Maintenance and purchase of services component. These estimates should take into account cost associated with generating, maintaining, and disclosing or providing information. Include descriptions of methods used to estimate major cost factors including system and technology acquisition, expected useful life of capital equipment, the discount rate(s), and the time period over which costs will be incurred.

b. Capital and Start-up-Cost should include, among other items, preparations for collecting information such as purchasing computers and software, monitoring sampling, drilling and testing equipment, and record storage facilities.

Annual Cost Burden to Respondents or Record-keepers

Data Collection Activity/Instrument	*Annual Capital Start-Up Cost (investments in overhead, equipment and other one-time expenditures)	*Annual Operations and Maintenance Cost (such as recordkeeping, technical/professional services, etc.)	Annual Non-Labor Cost (expenditures on training, travel and other resources) * See Note below	Total Annual Cost to Respondents
Focus Group Travel	N/A	N/A	$4,320	$4,320
Total	-0-	-0-	$4,320	$4,320

Annual Non-Labor Cost for travel to Focus Groups is based on US General Services Administration (GSA) mileage rate for Privately Owned Vehicles (POV) effective January 1, 2010 at $0.50 per mile. Maximum travel to the Focus Group not to exceed 30 miles one way or 60 miles round trip. Total number of respondents not to exceed 144 for a total miles per round trip calculated at 60 * 144 = 8,640 miles @ $0.50 per mile = $4,320 annual cost for mileage.

14. Provide estimates of annualized cost to the federal government. Also, provide a description of the method used to estimate cost, which should include quantification of hours, operational expenses (such as equipment, overhead, printing and support staff), and any other expense that would have been incurred without this collection of information. You may also aggregate cost estimates for Items 12, 13, and 14 in a single table. Note change to cost to the Federal Government below.

Annualized Cost to the Federal Government.
Item
Performance of Surveys, Analysis and Reporting, Recommendations for Improvement, Development of Survey Tools and Maintenance of Tools.
Survey Administration or Functions	Title and GS Level	Salary at 2010 ** Estimated with Locality Pay for Dallas - Ft Worth	Number of Staff at GS Level	Fully Loaded Wage Rate at 1.4 multiplier	Total Cost (for Salaries includes the Wage Rate Multiplier)	(Reduced to 75% of Total Cost in FRN Attributable to this Information Collection, OMB 1660-0036)
Management	Section Manager GS 14 Step 2	$105,610	1	1.4	$147,854.00	$110,890.50
Administrative Assistant to the Section and Survey	Administrative Assistant GS 6 Step 6	$43,045	1	1.4	$60,263.00	$45,197.25
Lead over Analysis of Data, Write Reports and Recommend Improvements, Obtain OMB Approval and Survey	Program Analyst GS 12 Step 10	$94,551	1	1.4	$132,371.40	$99,278.55
Lead Administration of Surveys, Analyze Data, Write Reports, Recommend Improvements, Write Requirements to Develop and Test Survey Tools, Lead the Development of Survey Tools, and Survey	2 Customer Service Analysts GS 12 Step 4	$80,005	2	1.4	$224,014.00	$168,010.50
Administer Surveys, Recommend Improvements and Develop, Test Survey Tools and Survey	1 Customer Service Analyst GS 12 Step 1	$72,733	1	1.4	$101,826.20	$76,369.65
Analyze Data, Recommend Improvements, Write Reports and Survey	1 Customer Service Specialist GS 11 Step 9	$76,861	1	1.4	$107,605.40	$80,704.05
Analyze Data, Administer Surveys, Recommend Improvements Test Survey Systems and Survey	1 Customer Service Specialist GS 11 Step 4	$66,749	1	1.4	$93,448.60	$70,086.45
Analyze Data, Write Reports and Recommend Improvements, Administer Surveys and Survey	2 Customer Service Specialist GS 11 Step 1	$60,681	2	1.4	$169,906.80	$127,430.10
Supervise Survey Staff and Survey	1 Supervisory Customer Service Specialist over Surveyors GS 11 Step 1	$60,681	1	1.4	$84,953.40	$63,715.05
Administer Surveys, Recommend Improvements, Develop, Test and Maintain Survey Tools and Survey	11 Customer Service Specialists GS 9
	Step 3	$53,497	2	1.4	$149,791.60	$112,343.70
	Step 4	$55,168	7	1.4	$540,646.40	$405,484.80
	Step 9	$63,524	2	1.4	$177,867.20	$133,400.40
Recommend Improvements and Survey	3 Customer Service Specialists / Surveyors 20 hrs/wk GS 7 Step 4	$22,552	3	1.4	$94,718.40	$71,038.80
SubTotal	Salaries Estimated		25		$2,085,266.40	$1,563,950.55
Long Distance Phone Charges	$.019581 per minute x avg 6:14 minutes x 56,070 completed responses				$6,861.92	$5,146.44
Long Distance Phone Charges	$.019581 per minute x avg 1:16 minutes x 280,350 attempts (average 5 attempts per complete)				$6,861.92	$5,146.44
Language Line	$1.40 per minute x 10 minutes x 100 completed responses for languages other than Spanish.				$1,400.00	$1,050.00
Facilities, Overhead	2,700 sq.ft.				$151,951.57	$113,963.68
Consultant Contract	$150,000 for Consultant to perform Focus Groups in 2010 at $50,000 each year				$50,000.00	$37,500.00
Focus Group Incentive	Nominal Incentive to range from $50- $75 for 144 Participants to attend Focus Groups held in Person and a fee of $25 for 350 On-Line Interviews (Note: Using the higher cost of $75 for the Focus Groups held in Person) Annualized over 3 years.				$6,516.66	$4,887.50
Focus Group Rental	$3,150 to rent a facility each quarter for 2 days to hold 4 sessions at 4 locations across the US at $4,200 each year				$4,200.00	$3,150.00
SubTotal					$227,792.07	$170,844.05
Total					$2,313,058.47	$1,734,794.60

• * = Federal pay table from the following locality: Dallas-Ft Worth, TX

• **= The “Avg. Hourly Wage Rate” for each respondent includes a 1.4 multiplier to reflect a fully-loaded wage rate.

 15. Explain the reasons for any program changes or adjustments reported in Items 13 or 14 of the OMB Form 83-I in a narrative form. Present the itemized changes in hour burden and cost burden according to program changes or adjustments in Table 5. Denote a program increase as a positive number, and a program decrease as a negative number. See descriptions below each chart for changes.

A "Program increase" is an additional burden resulting from an federal government regulatory action or directive. (e.g., an increase in sample size or coverage, amount of information, reporting frequency, or expanded use of an existing form). This also includes previously in-use and unapproved information collections discovered during the ICB process, or during the fiscal year, which will be in use during the next fiscal year.

A "Program decrease", is a reduction in burden because of: (1) the discontinuation of an information collection; or (2) a change in an existing information collection by a Federal agency (e.g., the use of sampling (or smaller samples), a decrease in the amount of information requested (fewer questions), or a decrease in reporting frequency).

"Adjustment" denotes a change in burden hours due to factors over which the government has no control, such as population growth, or in factors which do not affect what information the government collects or c changes in the methods used to estimate burden or correction of errors in burden estimates.

Itemized Changes in Annual Burden Hours
Data collection Activity/Instrument		Program Change		Program Change (New)		Difference(Rounded)		Adjustment		Adjustment (New)		Difference		Explanation:
General Surveys
Caller Services Registration Survey		2,213.75		500		-1713.75								Program Decrease due to less questions and smaller sample
Caller Services Helpline Survey		2,213.75		500		-1713.75								Program Decrease due to less questions and smaller sample
Casework Representative Survey		0		500		+500								Program New
Internet Registration Survey		747.50		500		-247.50								Program Decrease due smaller sample
Internet Inquiry Survey		718.75		500		-218.75								Program Decrease due smaller sample
Disability Access and Functional Needs Representative Survey		0		583		+583								Program New
Direct Housing Operations Survey		0		531		+531								Program New
Disaster Recovery Center Survey		0		840		+840								Program New
Diagnostic Surveys:
Communication and Process Survey		0		100		+100								Program New
Contact Survey		0		100		+100								Program New
Correspondence and Process Survey		0		200		+200								Program New
E-Communications Satisfaction Survey		0		100		+100								Program New
Evacuation Plan Satisfaction Survey		0		100		+100								Program New
Rapid Temporary Repair Survey		0		100		+100								Program New
Site Recertification Survey		0		100		+100								Program New
Focus Groups
Focus Group		180		288		+108								Program Increase due to increasing the sample
Same Respondents Travel to Focus Group		120		144		+24								Program Increase due to increasing the sample
One-on-One Interviews		18		700		+682								Program Increase due to increasing the sample
On-Line Interviews		72		700		+628								Program Increase due to increasing the sample
Qualitative Design Validation		300		0		-300								Program Decrease due to a one time need to include this as part of the burden request in 2007. It is not a recurring part of the study and only was there as part of OMB’s terms of clearance in 2007. Study was proposed by the program office but OMB did not provide the clearance to ahead with it. Study is not proposed in this or future submissions.
Total		6583.75		7086		+502.25		0		0		0

Total Increase to Burden Hours = 502.25. Program Increases fall into these new categories: Disability Access and Functional Needs population: FEMA’s Strategic Plan emphasizes customer care for the Disability population. Measuring the customer care received will enhance the customer service. Direct Housing Operations population: FEMA provides temporary housing to disaster survivors and measuring their satisfaction during the different phases of living in the unit will enhance the customer service. Internet user’s population: The Disaster Assistance Improvement Plan required FEMA and other disaster aid providers to develop a portal for registering for all forms for disaster assistance. This website was new in January 2009 and this collection measures its customers’ satisfaction along with gathering suggestions for improvement and includes an increase in the number of responses to achieve validity. Disaster Recovery Center: Visitors to the centers satisfaction rate and suggestions to improve at the earliest onset of a disaster provide immediate support to the field operations for improving service. Casework Representatives: Measuring the customer service and success of an outbound call to the disaster survivor when explaining eligibility assists the applicant in their recovery process and provides opportunities for training. Prior collection activity was based on 23 disasters per year. The average of the last two years increased to 30 disasters. Diagnostic Surveys will be special studies performed monthly to set baselines and to measure satisfaction after improvements to existing services.

Itemized Change in Annual Cost Burden
Data collection Activity/Instrument	Program Change	Program Change (New)	Difference	Adjustment	Adjustment (New)	Difference	Explanation:
Caller Services Registration Survey	$31,324.56	$14,630.00	-$16,694.56				Program Decrease due to less questions and smaller sample
Caller Services Helpline Survey	$31,324.56	$14,630.00	-$16,694.56				Program Decrease due to less questions and smaller sample
Casework Representative Survey	0	$14,630.00	+$14,630.00				Program New
Internet Registration Survey	$10,577.13	$14,630.00	+$4,052.88				Program Decrease due smaller sample
Internet Inquiry Survey	$10,170.31	$14,630.00	+$4,459.69				Program Decrease due smaller sample
Disability Access and Functional Needs Representative Survey	0	$17,058.58	+$17,058.58				Program New
Direct Housing Operations Survey	0	$15,537.06	+$15,537.06				Program New
Disaster Recovery Center Survey	0	$24,572.26	+$24,572.26				Program New
Diagnostic Surveys:
Communications and Process	0	$2,926.00	+$2,926.00				Program New
Contact	0	$2,926.00	+$2,926.00				Program New
Correspondence and Process	0	$5,852.00	+$5,852.00				Program New
E-Communications Satisfaction Survey	0	$2,926.00	+$2,926.00				Program New
Evacuation Plan Satisfaction Survey	0	$2,926.00	+$2,926.00				Program New
Rapid Temporary Repair	0	$2,926.00	+$2,926.00				Program New
Site Recertification	0	$2,926.00	+$2,926.00				Program New
Diagnostic Surveys Subtotal
Focus Group	$2,547.00	$8,426.88	+$5,879.88				Program Increase due to increasing the sample
Travel to Focus Group	$1,698.00	$4,213.44	+$2,515.44				Program Increase due to increasing the sample
One-on-One Interviews	$254.70	$20,482.00	+$20,227.30				Program Increase due to increasing the sample
On-Line Interviews	$1,018.80	$20,482.00	+$19,463.20				Program Increase due to increasing the sample
Qualitative Design Validation	$4,245.00	0	-$4,245.00				Program Decrease due to a one time need to include this as part of the burden request in 2007. It is not a recurring part of the study and only was there as part of OMB’s terms of clearance in 2007. Study was proposed by the program office but OMB did not provide the clearance to ahead with it. Study is not proposed in this or future submissions.
Total	$93,160.06	$207,330.22	$114,170.17	0	0	0

Explain: The total cost increase of $114,170.17 is due to new surveys totaling $71,797.90 for Casework Representative Survey, Disability Access and Functional Need Representative Survey, Direct Housing Operations Survey, Disaster Recovery Center Survey; increases due to new Diagnostic Surveys of $23,408.00; increases of $48,085.82 for Focus Groups, Travel to Focus Groups, One-on-One Interviews, On-Line Interviews; decreases in $33,389.13 for Caller Services Registration Survey and Caller Services Helpline Survey; increases of $8,512.56 for Internet Registration Survey, Internet Inquiry Survey; decrease due to never using the cost of $4,245.00 for Qualitative Design Validation.



17