Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM Form	Modified
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	Modified
Form 0 DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	Modified
Form 0 Insurance website CSS core survey Form and Instruction	Modified
Form 0 Manufacturers Customer Satisfaction Survey (NPPTL) Form and Instruction	Removed
Form 0 (NPPTL) Customer Satisfaction Survey for Users Form and Instruction	Removed
Form 0 Rating Federal Retirement Program Form and Instruction	Modified
Form 0 Retirement Services Online Form and Instruction	Modified
Form 0 Open Season Online Survey Form and Instruction	Modified
Form 0 Customer Satisfaction Survey Form and Instruction	Modified
Form 0 PMF Job Fair Survey Form and Instruction	Modified
2014-04526.pdf Supplementary Document	2014-02-28
3206-0236 SSA 2014.doc Supporting Statement A	2014-02-20
2013-31002.pdf Supplementary Document	2014-02-20
CSS SSB-2013.doc Supporting Statement B	2014-02-20
Generic Customer Satisfaction Survey Worksheet 2013 submission.xls Supplementary Document	2014-02-27

IC Document Collections

IC ID	Document Title	Status
207539	Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM Form	Modified
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	Modified
192569	DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	Modified
192567	Insurance website CSS core survey Form and Instruction	Modified
192566	Manufacturers Customer Satisfaction Survey (NPPTL) Form and Instruction	Removed
192565	(NPPTL) Customer Satisfaction Survey for Users Form and Instruction	Removed
192564	Rating Federal Retirement Program Form and Instruction	Modified
192563	Retirement Services Online Form and Instruction	Modified
192562	Open Season Online Survey Form and Instruction	Modified
192561	Open Season Express Telephone Survey Instruction	Modified
192560	Customer Satisfaction Survey Form and Instruction	Modified
192559	PMF Job Fair Survey Form and Instruction	Modified

ICR Details

OMB Control No: 3206-0236	ICR Reference No: 201402-3206-005
Status: Historical Active	Previous ICR Reference No: 201310-3206-001
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: 07/14/2014
	Date Received in OIRA: 02/28/2014
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	07/31/2017	36 Months From Approved	07/31/2014
Responses	650,000	0	495,182
Time Burden (Hours)	55,000	0	34,152
Cost Burden (Dollars)	200,000	0	200,000

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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 diverse, high quality 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 about our customers' view of our performance and services so we can design and implement new ways to improve our performance and services to meet their needs. This information collection request includes 12 surveys that we currently use or plan to use during the next three years to measure customer satisfaction. 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.

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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:
	78 FR 78415	12/26/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 11473	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: 11

IC Title	Form No.	Form Name
Rating Federal Retirement Program	0	Rating Federal Retirement Survey
Open Season Express Telephone Survey
DFAS Retiree-Annuitant Customer Satisfaction Survey	0	DFAS Retiree-Annuitant Customer Satisfaction Survey
Open Season Online Survey	0	Open Season Online 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?
Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM	N/A	PRESENTATION/TRAINING EVALUATION FORM
Customer Satisfaction Survey	0	Customer Satisfaction Survey
Insurance website CSS core survey	0	Insurance Website Customer Satisfaction Survey
(NPPTL) Customer Satisfaction Survey for Users	0	National Personal Protective Technology Laboratory Customer Satisfaction Survey for Users
TSA Applicants Customer Satisfaction Survey	0	TSA Applicants Customer Satisfaction Survey
PMF Job Fair Survey	0	PMF Job Fair Finalist Survey
Manufacturers Customer Satisfaction Survey (NPPTL)	0	National Personal Protective Technology Laboratory (NPPTL) Customer Satisfaction Survey for Respirator Manufacturers and Associated Groups
Retirement Services Online	0	Services Online 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	650,000	495,182	0	154,818	0	0
Annual Time Burden (Hours)	55,000	34,152	0	20,848	0	0
Annual Cost Burden (Dollars)	200,000	200,000	0	0	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: No

Burden Reduction Due to:

Short Statement: The increase in burden request is to allow for both the increasing pool of survey recipients for many of the current ICs, especially retirees, as well open burden for potential future ICs during the 3 year clearance period.

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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: 02/28/2014

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