Public Assistance Customer Satisfaction Survey

Forms and Documents

Document Name	Status
Form FEMA Form 519-01T Public Assistance Customer Satisfaction Survey Form and Instruction	Modified
Form FEMA Form 519-0-1 FEMA Public Assistance Program Customer Satisfaction Survey Form and Instruction	Modified
Form FEMA Form 519-0-1 FEMA Public Assistance Program Customer Satisfaction Survey Form and Instruction	Modified
1660-0107 30 Day FRN 2014-25775.pdf Supplementary Document	2014-10-30
Supporting Statement 1660-0107_Part A.docx Supporting Statement A	2014-10-30
Sandy Recovery Improvement Act of 2013 P.L. 113-2.pdf Supplementary Document	2014-09-26
Presidential Memorandum Improving Customer Service 1995.pdf Supplementary Document	2014-09-26
GPRA Modernization Act 2010 1-5-2010.pdf Supplementary Document	2014-09-26
GPRA 1993 PL103_62.pdf Supplementary Document	2014-09-26
FEMA 44 CFR 206 Subpart G-H-I-PA.PDF Supplementary Document	2014-09-26
Executive Order 13571 April 27, 2011.pdf Supplementary Document	2014-09-26
Executive Order 13411 2006.pdf Supplementary Document	2014-09-26
Executive Order 12862.pdf Supplementary Document	2014-09-26
E-Government 2002.pdf Supplementary Document	2014-09-26
Change Request Chart PA-Internet Survey 1660-0107.doc Supplementary Document	2014-09-26
Change Request Chart PA-Phone Survey 1660-0107.doc Supplementary Document	2014-09-26
Change Request Chart PA-Fillable Survey 1660-0107.doc Supplementary Document	2014-09-26
Pub 60 Day FRN 08012014.pdf Supplementary Document	2014-09-26
Supporting Statement 1660-0107_062514_Part B.docx Supporting Statement B	2014-09-26

IC Document Collections

IC ID	Document Title	Status
200830	Public Assistance Customer Satisfaction Survey Form and Instruction	Modified
187122	FEMA Public Assistance Program Customer Satisfaction Survey Form and Instruction	Modified
187000	FEMA Public Assistance Program Customer Satisfaction Survey Form and Instruction	Modified

ICR Details

OMB Control No: 1660-0107	ICR Reference No: 201409-1660-010
Status: Historical Active	Previous ICR Reference No: 201111-1660-001
Agency/Subagency: DHS/FEMA	Agency Tracking No:
Title: Public Assistance Customer Satisfaction Survey
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: 06/02/2015
	Date Received in OIRA: 01/06/2015
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	06/30/2018	36 Months From Approved	08/31/2015
Responses	12,749	0	10,740
Time Burden (Hours)	4,342	0	3,695
Cost Burden (Dollars)	0	0	7,344

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Abstract: This collection of information enables the Agency to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the Agency's programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning of issues with service, or focus attention on areas where communication, training or changes in operations might improve delivery of products or services. These collections will allow for ongoing, collaborative and actionable communications between the Agency and its customers and stakeholders. It will also allow feedback to contribute directly to the improvement of program management.

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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:
	79 FR 44818	08/01/2014
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 64610	10/30/2014
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 3

IC Title	Form No.	Form Name
FEMA Public Assistance Program Customer Satisfaction Survey	FEMA Form 519-0-1NT, FEMA Form 519-0-1	Public Assistance Customer Satisfaction Survey ,   Public Assistance Customer Satisfaction Survey (Internet)
FEMA Public Assistance Program Customer Satisfaction Survey	FEMA Form 519-0-1	Public Assitance Customer Satisfaction Survey (Focus Group)
Public Assistance Customer Satisfaction Survey	FEMA Form 519-01T	Public Assistance Customer Satisfaction Survey (Telephone)

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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	12,749	10,740	0	2,009	0	0
Annual Time Burden (Hours)	4,342	3,695	0	647	0	0
Annual Cost Burden (Dollars)	0	7,344	0	-7,344	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 burden change for the surveys gathered by various methods plus focus groups is a program change due to the inclusion of questions regarding the Sandy Recovery Improvement Act, along with an increase in the average number of disasters used to calculate the universe of respondents from 10,740 in the previous collection to 12,740 in this collection submission: For FEMA Forms 519-0-1T (Telephone) annual hour burden increase of +1,025 is due to increase in preference for phone surveys. For FEMA Form 519-0-1INT (Internet), the annual hour burden decrease at -112 is due to increased preference for phone surveys. For FEMA Form 519-0-1, (Fill-able, sent by email) annual hour burden decrease -319 due to increased preference for phone surveys. For FEMA Form 519-0-1, (Fill-able, sent by fax) annual hour burden decrease -154 due to increased preference for phone surveys. For FEMA Form 519-0-1, (Fill-able, sent by mail) annual hour burden decrease -154 due to increased preference for phone surveys. Focus Group burden hours increase of +360 is due to including all 10 Regions in the focus group plan instead of only 5 of the 10 Regions. This is based on holding 3 sessions in the 10 FEMA Regions with 12 participants at each session for a total of 360 participants who will spend approximately 2 hours each in attending the session and 1 hour each in round trip travel for a total of 3 burden hours for each participant. Total Burden Hours: 3,261 for surveys + 1,080 for focus groups = 4,341 less 3,695 prior collection = 646 increase.

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Annual Cost to Federal Government: $887,275

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: 01/06/2015

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