GenIC Request 0920-1050

Request for Approval under the “Generic Clearance for the Collection of Routine Customer Feedback” (OMB Control Number: 0920-1050)

TITLE OF INFORMATION COLLECTION: ITSO Customer Satisfaction Survey

PURPOSE: The objective of this requirement is to engage in an enterprise-wide Center for Disease Control and Prevention (CDC) measure of its Information Technology Customer Service Assessments (ITCSA), provide expert IT consulting services and recommendations to include benchmarking CDC’s Information Technology Service Office (ITSO) customer satisfaction rating accomplishments results against other Government and non-Government IT organizations. The IT Customer Satisfaction Analysis shall assess end-user satisfaction with IT services delivered by ITSO staff.

DESCRIPTION OF RESPONDENTS: All end-users, approximately 16,000 employees, (excluding ITSO and OCISO) shall be invited to participate in the assessment. Of these 16,000 potential Respondents, approximately 2,400 will be considered non-Federal employees and will require PRA Clearance.

TYPE OF COLLECTION: (Check one)

[ ] Customer Comment Card/Complaint Form [x] Customer Satisfaction Survey

[ ] Usability Testing (e.g., Website or Software [ ] Small Discussion Group

[ ] Focus Group [ ] Other: ______________________

CERTIFICATION:

I certify the following to be true:

1. The collection is voluntary.

2. The collection is low-burden for respondents and low-cost for the Federal Government.

3. The collection is non-controversial and does not raise issues of concern to other federal agencies.

4. The results are not intended to be disseminated to the public.

5. Information gathered will not be used for the purpose of substantially informing influential policy decisions.

6. The collection is targeted to the solicitation of opinions from respondents who have experience with the program or may have experience with the program in the future.

Name:____June Humphrey, CDC-ITSO_________________________________________

To assist review, please provide answers to the following question:

Personally Identifiable Information:

1. Is personally identifiable information (PII) collected? [ ] Yes [x] No

2. If Yes, is the information that will be collected included in records that are subject to the Privacy Act of 1974? [ ] Yes [ ] No

3. If Applicable, has a System or Records Notice been published? [ ] Yes [ ] No

Gifts or Payments:

Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to participants? [ ] Yes [x] No

BURDEN HOURS

Category of Respondent	No. of Respondents	Participation Time	Burden
CDC ITSO Customers	2,400	15 minutes	600
Totals	2,400	15 minutes	600

FEDERAL COST: The estimated annual cost to the Federal government is $100,000___

If you are conducting a focus group, survey, or plan to employ statistical methods, please provide answers to the following questions:

The selection of your targeted respondents

1. Do you have a customer list or something similar that defines the universe of potential respondents and do you have a sampling plan for selecting from this universe? [ ] Yes [x] No

If the answer is yes, please provide a description of both below (or attach the sampling plan)? If the answer is no, please provide a description of how you plan to identify your potential group of respondents and how you will select them?

Administration of the Instrument

1. How will you collect the information? (Check all that apply)

[x] Web-based or other forms of Social Media

[ ] Telephone

[ ] In-person

[ ] Mail

[ ] Other, Explain

2. Will interviewers or facilitators be used? [ ] Yes [x] No

Please make sure that all instruments, instructions, and scripts are submitted with the request.

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