RI 10-72, Customer Satisfaction Survey (How Has the OPM Served You)

Forms and Documents

Document Name	Status
Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM Form	Unchanged
Form RI 10-72 How Has The United States Office of Personnel Management Served You? Form and Instruction	Modified
Form 0 TSA Applicants Customer Satisfaction Survey Form and Instruction	Unchanged
Form 0 DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	Unchanged
Form 0 Insurance website CSS core survey Form and Instruction	Unchanged
Form 0 Manufacturers Customer Satisfaction Survey (NPPTL) Form and Instruction	Unchanged
Form 0 (NPPTL) Customer Satisfaction Survey for Users Form and Instruction	Unchanged
Form 0 Rating Federal Retirement Program Form and Instruction	Unchanged
Form 0 Retirement Services Online Form and Instruction	Unchanged
Form 0 Open Season Online Survey Form and Instruction	Unchanged
Form 0 Customer Satisfaction Survey Form and Instruction	Unchanged
Form 0 PMF Job Fair Survey Form and Instruction	Unchanged
Hyperlink for Online Survey.doc Supplementary Document	2013-10-31
Justification for NonSubstantive Change to RI 10-72 2013.doc Justification for No Material/Nonsubstantive Change	2013-10-29
RI 10-072 revised 2013 Markup.pdf Supplementary Document	2013-10-29
RI 10-072 June 2012 Markup.pdf Supplementary Document	2013-10-29
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
207539	Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM Form	Unchanged
192594	How Has The United States Office of Personnel Management Served You? Form and Instruction	Modified
192570	TSA Applicants Customer Satisfaction Survey Form and Instruction	Unchanged
192569	DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	Unchanged
192567	Insurance website CSS core survey Form and Instruction	Unchanged
192566	Manufacturers Customer Satisfaction Survey (NPPTL) Form and Instruction	Unchanged
192565	(NPPTL) Customer Satisfaction Survey for Users Form and Instruction	Unchanged
192564	Rating Federal Retirement Program Form and Instruction	Unchanged
192563	Retirement Services Online Form and Instruction	Unchanged
192562	Open Season Online Survey Form and Instruction	Unchanged
192561	Open Season Express Telephone Survey Instruction	Unchanged
192560	Customer Satisfaction Survey Form and Instruction	Unchanged
192559	PMF Job Fair Survey Form and Instruction	Unchanged

ICR Details

OMB Control No: 3206-0236	ICR Reference No: 201310-3206-001
Status: Historical Active	Previous ICR Reference No: 201203-3206-001
Agency/Subagency: OPM	Agency Tracking No:
Title: RI 10-72, Customer Satisfaction Survey (How Has the OPM Served You)
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 11/04/2013
	Date Received in OIRA: 10/31/2013
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	02/28/2014	02/28/2014	02/28/2014
Responses	495,182	0	495,182
Time Burden (Hours)	34,152	0	34,152
Cost Burden (Dollars)	200,000	0	200,000

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Abstract: Non-substantive change for RI 10-72, Customer Satisfaction Survey. RS periodically asks OPM survey psychologists to review the CSS for potential improvements. This was done for the 2013 CSS. Based on the psychologist's suggestions the following non-substantive changes were made: 1) Response sets were reversed to run positive to negative; 2) Three questions that very few annuitants answer were deleted; 3) Four sub-headers were added identifying for the annuitants the purpose of question groups. The only other changes are to date references; 4) In order to conduct more business on-line, an on-line link to the survey will be emailed to half of the survey sample selection. The hardcopy and on-line surveys are identical.

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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: 13

IC Title	Form No.	Form Name
(NPPTL) Customer Satisfaction Survey for Users	0	National Personal Protective Technology Laboratory Customer Satisfaction Survey for Users
Customer Satisfaction Survey	0	Customer Satisfaction Survey
Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM	N/A	PRESENTATION/TRAINING EVALUATION FORM
Insurance website CSS core survey	0	Insurance Website Customer Satisfaction Survey
PMF Job Fair Survey	0	PMF Job Fair Finalist Survey
How Has The United States Office of Personnel Management Served You?	RI 10-72	Customer Satisfaction Survey, How Has The United States Office of Personnel Management Served You?
Open Season Express Telephone Survey
DFAS Retiree-Annuitant Customer Satisfaction Survey	0	DFAS Retiree-Annuitant Customer Satisfaction Survey
Retirement Services Online	0	Services Online Survey
Manufacturers Customer Satisfaction Survey (NPPTL)	0	National Personal Protective Technology Laboratory (NPPTL) Customer Satisfaction Survey for Respirator Manufacturers and Associated Groups
Rating Federal Retirement Program	0	Rating Federal Retirement Survey
Open Season Online Survey	0	Open Season Online Survey
TSA Applicants Customer Satisfaction Survey	0	TSA Applicants 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	495,182	495,182	0	0	0	0
Annual Time Burden (Hours)	34,152	34,152	0	0	0	0
Annual Cost Burden (Dollars)	200,000	200,000	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: 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: 10/31/2013

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