Generic Clearance of Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Listing of Proposed GC Collections.doc Supplementary Document	2012-11-28
Item 10, Updated Supporting Statment 0960-0526.doc Supporting Statement A	2012-11-28
0960-0526 supporting statement Part B (2012).doc Supporting Statement B	2012-07-16
0960-0526 addendum (2012).doc Supplementary Document	2012-07-09
0960-0526 supporting statement Part B (2012).doc Supplementary Document	2012-07-09
Category E Comment Card Sample.doc Supplementary Document	2012-07-09
Category D Telephone Questionnaire Sample.doc Supplementary Document	2012-07-09
Category C Internet Questionnaire Sample.doc Supplementary Document	2012-06-01
Category B Mail Internet Sample.docx Supplementary Document	2012-06-01
Category A Mail Questionnaire Sample.doc Supplementary Document	2012-06-01
Listing of Proposed GC Activities w totals.doc Supplementary Document	2012-06-01
Listing of Proposed GC Collections.doc Supplementary Document	2012-06-01

IC Document Collections

IC ID	Document Title	Status
217889	Fiscal Year (FY) 2016 Customer Satisifaction Surveys Other-DICRC Survey Questionnaire	New
216594	2014 TTW EN Beneficiary Satisfaction Survey Other-survey	New
215410	SSA Field Office Network Enterprise (FONE) Satisfaction Survey Other-survey	New
214849	Three Customer Satisfaction Surveys: TTW Website Satisfaction Survey; 800# Caller Survey FY 15; FO Caller Survey FY 15 Other-survey	New
213649	Survey 800# Post Call Survey Revised Other-survey	New
212642	Seven Quantitative Customer Satisfaction Surveys - Mail and Telephone Surveys Other-Survey	New
212165	Ticket to Work (TTW) Outreach Effectiveness Survey Other-survey	New
211202	SSA Post Call Survey Other-Survey	New
210293	TTW EN Beneficiary Satisfaction Survey Other-Survey	New
210040	Two Customer Satisfaction Telephone Surveys - 800# Caller Survey and Field Office Caller Survey Other-survey	New
208259	Five Quanitative Customer Satisfaction Surveys Other-survey	New
207982	Ticket to Work (TTW) Website Satisfaction Survey Other-survey	New
205628	Two Quanitative Customer Satisfaction Surveys - 800 # Caller Survey and Field Office Caller Survey FY 13 Other-survey	New
205013	Ticket To Work Employment Network Customer Satisfaction Survey Other-survey	New

ICR Details

OMB Control No: 0960-0526	ICR Reference No: 201206-0960-002
Status: Historical Active	Previous ICR Reference No: 201003-0960-008
Agency/Subagency: SSA	Agency Tracking No:
Title: Generic Clearance of 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 with change	Conclusion Date: 11/28/2012
	Date Received in OIRA: 07/25/2012
Terms of Clearance: This collection is approved based on the revised materials provided by the Agency.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	11/30/2015	36 Months From Approved	11/30/2012
Responses	7,525,698	0	4,200,353
Time Burden (Hours)	577,473	0	375,058
Cost Burden (Dollars)	0	0	0

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Abstract: This is the blanket clearance for SSA's customer service satisfaction assessments (called

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	77 FR 27264	05/09/2012
30-day Notice:	Federal Register Citation:	Citation Date:
	77 FR 41874	07/16/2012
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 14

IC Title	Form No.	Form Name
Five Quanitative Customer Satisfaction Surveys
Survey 800# Post Call Survey Revised
Two Quanitative Customer Satisfaction Surveys - 800 # Caller Survey and Field Office Caller Survey FY 13
SSA Field Office Network Enterprise (FONE) Satisfaction Survey
Ticket to Work (TTW) Website Satisfaction Survey
Seven Quantitative Customer Satisfaction Surveys - Mail and Telephone Surveys
TTW EN Beneficiary Satisfaction Survey
Fiscal Year (FY) 2016 Customer Satisifaction Surveys
SSA Post Call Survey
2014 TTW EN Beneficiary Satisfaction Survey
Three Customer Satisfaction Surveys: TTW Website Satisfaction Survey; 800# Caller Survey FY 15; FO Caller Survey FY 15
Two Customer Satisfaction Telephone Surveys - 800# Caller Survey and Field Office Caller Survey
Ticket to Work (TTW) Outreach Effectiveness Survey
Ticket To Work Employment Network Customer Satisfaction Survey

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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	7,525,698	4,200,353	0	0	3,325,345	0
Annual Time Burden (Hours)	577,473	375,058	0	0	202,415	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: The number of respondents and burden hours increased for this collection because we are planning to conduct more generic clearance activities in the next three years. There are no ICIs listed for this ICR at this time. We will submit the individual customer satisfaction surveys as ICIs for OMB approval when we prepare to conduct them. Samples of the types of surveys we plan to conduct over the term of this ICR are listed under the ICR Documents Page supplemental documents.

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Annual Cost to Federal Government: $2,340,653

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: 07/19/2012

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