Federal Emergency Management Agency (FEMA) Individual Assistance Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Form FEMA Form 007-0-19 Internet Inquiry Phone Survey Form and Instruction	New
Form FEMA Form 007-0-22 Direct Housing Operatoins Survey - Move Out Form	New
Form FEMA Form 007-0-21 Direct Housing Operatons Survey, Maintenance Form and Instruction	New
Form FEMA Form 007-0-23 Internet Registration Electronic Survey Form	New
Form FEMA Form 007-0-3 Registration Survey (Phone) Form	New
Form FEMA Form 007-0-7 Disaster Recovery Center Survey Form	Modified
Form FEMA Form 007-0-4 Direct Housing Operations Survey - Move In Form	Modified
Form FEMA Form 007-0-5 Helpline/Contact Survey Form	Modified
Form FEMA Form 007-0-6 Casework Representative Survey Form	Modified
Form FEMA Form 007-0-24 Internet Inquiry Electronic Survey Form	Modified
Form FEMA Form 007-0-2 Internet Registration Electronic Survey Form	Modified
GPRA 1993 PL103_62.pdf Supplementary Document	2014-02-28
GPRA Modernization Act 2010 1-5-2010.pdf Supplementary Document	2014-02-28
Executive Order 13411 2006.pdf Supplementary Document	2014-02-28
Sandy Recovery Improvement Act of 2013 P L 113-2.pdf Supplementary Document	2014-02-28
1660-0036 Supporting Statement Part A 02262014.doc Supporting Statement A	2014-02-28
Published 30 Day FRN for 1660-0036.pdf Supplementary Document	2014-02-28
1660-0036 Supporting Statement Part B 12192013.doc Supporting Statement B	2014-02-25
SORN-DHS 008 Disaster Recovery Assistance Files System of Records 4-30-2013.docx Supplementary Document	2014-02-25
PTA FEMA- IA Customer Service Assessments 1660-0036 20130923 PRIV FINAL.pdf Supplementary Document	2014-02-25
Pub. 60 Day Federal Register Notice 16600036.pdf Supplementary Document	2014-02-25
GPRA, Exe Order, Memo.pdf Supplementary Document	2010-10-13
Executive Order 13411 Justification For Change.doc Justification for No Material/Nonsubstantive Change	2009-02-03

IC Document Collections

IC ID	Document Title	Status
210516	Internet Inquiry Phone Survey Form and Instruction	New
210484	Direct Housing Operatoins Survey - Move Out Form	New
210479	Direct Housing Operatons Survey, Maintenance Form and Instruction	New
210463	Internet Registration Electronic Survey Form	New
210442	Registration Survey (Phone) Form	New
195457	Caller Services Registration Survey Other-Telephone Survey	Removed
194953	On-Line Interviews Other-Focus Group Guide Also Used for On-Line Interviews	Modified
194952	One-on-One Interviews Other-Focus Group Guide Also Used for One-on-One Interviews	Modified
194951	Travel to Focus Group Other-Focus Group Guide for which Travel is to	Modified
194950	Focus Group Other-Moderator Guide	Modified
194947	Site Recertification Survey Other-Telephone Survey	Removed
194940	Rapid Temporary Repair Survey Other-Telephone Survey	Removed
194938	Evacuation Plan Satisfaction Survey Other-Telephone Survey	Removed
194937	E-Communications Satisfaction Survey Other-Telephone Survey	Removed
194936	Correspondence and Process Survey Other-Telephone Survey	Removed
194935	Contact Survey Other-Telephone Survey	Removed
194934	Communication and Process Survey Other-Telephone Survey	Removed
194933	Disaster Recovery Center Survey Form	Modified
194932	Direct Housing Operations Survey - Move In Form	Modified
194930	Disability Access and Functional Needs Representative Survey Other-Telephone Survey	Removed
194929	Helpline/Contact Survey Form	Modified
194843	Casework Representative Survey Form	Modified
180795	Internet Inquiry Electronic Survey Form	Modified
180793	Internet Registration Electronic Survey Form	Modified

ICR Details

OMB Control No: 1660-0036	ICR Reference No: 201402-1660-009
Status: Historical Active	Previous ICR Reference No: 201005-1660-007
Agency/Subagency: DHS/FEMA	Agency Tracking No:
Title: Federal Emergency Management Agency (FEMA) Individual Assistance 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: 09/16/2014
	Date Received in OIRA: 02/28/2014
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	09/30/2017	36 Months From Approved	09/30/2014
Responses	66,779	0	42,258
Time Burden (Hours)	9,781	0	7,086
Cost Burden (Dollars)	24,408	0	4,320

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Abstract: Federal agencies are required to survey their customers to determine the kind and quality of services customers want and their level of satisfaction with existing services. FEMA Managers use the survey results to measure program performance against standards for performance and customer service; measure achievement of the Government Performance and Results Act (GPRA) and strategic planning objectives; and generally gauge and make improvements to disaster services that increase customer satisfaction.

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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:
	78 FR 77478	12/23/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 11455	02/28/2014
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 15

IC Title	Form No.	Form Name
Caller Services Registration Survey
Disability Access and Functional Needs Representative Survey
E-Communications Satisfaction Survey
One-on-One Interviews
Site Recertification Survey
Contact Survey
Evacuation Plan Satisfaction Survey
Travel to Focus Group
On-Line Interviews
Internet Registration Electronic Survey	FEMA Form 007-0-23, Internet Registration Elec.	Internet Electronic Survey
Direct Housing Operatons Survey, Maintenance	FEMA Form 007-0-21	Direct Housing Operations Survey-Maintenance
Direct Housing Operatoins Survey - Move Out	FEMA Form 007-0-22	Direct Housing Operations Survey - Move Out
Internet Inquiry Phone Survey	FEMA Form 007-0-19	Internet Inquiry Phone Survey
Disaster Recovery Center Survey	FEMA Form 007-0-7	Disaster Recovery Center Survey
Internet Registration Electronic Survey	FEMA Form 007-0-2	Internet Registration Phone Survey
Rapid Temporary Repair Survey
Helpline/Contact Survey	FEMA Form 007-0-5	Helpline Contact Survey
Focus Group
Communication and Process Survey
Correspondence and Process Survey
Internet Inquiry Electronic Survey	FEMA Form 007-0-24INT	Disaster Assistance Internet Inquiry Survey
Direct Housing Operations Survey - Move In	FEMA Form 007-0-4	Direct Housing Operations Survey-Move In
Casework Representative Survey	FEMA Form 007-0-6	Casework Survey
Registration Survey (Phone)	FEMA Form 007-0-3	Registration Survey - Phone

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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	66,779	42,258	0	3,921	20,600	0
Annual Time Burden (Hours)	9,781	7,086	0	635	2,060	0
Annual Cost Burden (Dollars)	24,408	4,320	0	20,088	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: The following increas in burden esitmates are due to Disaster Recovery Center - program change increase due to the number of surveys required to achieve random sampling Reigstration Survey - adjustment change increase due to additional Categories of Representative interacing with Disaster Survivors Helpline/Contact Survey - adjustment change increase due to additional Categories of Representatives interacting with Disaster Survivors internet Registration Electronic Survey - program change increase due to number of surveys required to achieve number of random responses Internet inquiry Electronic Survey program change increase due to number of surveys required to achieve number of random responses Direct Housing Operations Survey - Move In - program decrease in the number of housing per disasters. Disability Access and Functional Needs Representative Survey - Discontinuted survey. Communications and Process Survey - Discontinued survey. Contact Survey - Discontinued survey. Correspondence and Process Survey - Discontinued Survey Communication Satisfaction Survey - Discontinued Survey Evacuation Plan Satisfaction Survey - Discontinued Survey Rapid Temporary Repair Survey - Discontinued Survey Site Recertification Survey - Discontinued Survey Focus Group - program change due to addition topics related to disasters. Travel to Focus Group - program change decrease due to amount of time for interview One-on-One Interviews - program change decrease due to amount of time for interview On-Line Interviews - program change decrease due to amount of time for interview

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Annual Cost to Federal Government: $1,867,052

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? Yes

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: 02/28/2014

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