Fast Track Short Form/NASA Integrated Service Mgmt System Customer Satisfaction Survey

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 2700-0153)
TITLE OF INFORMATION COLLECTION: NASA Integrated Service Management
System (NISM) Customer Satisfaction Survey (Electronic)
PURPOSE: The purpose of the survey is to collect customer satisfaction information on
services provided by the NASA Enterprise Applications Competency Center (NEACC). The
NASA Integrated Service Management System (NISM) is an instance of the BMC Remedy IT
service management suite of tools. It is configured to allow users of NEACC applications to
enter requests for IT service, and for the tracking of the subsequent work performed to complete
that request. The NEACC operates NASA’s enterprise business applications within the
following domains: financial; procurement; logistics; human capital and workforce; project
lifecycle management; education identity, credential and access management; and business
information (cross-domain).
o The NISM electronic system generated survey consists of four questions and is
designed to take only one minute to complete, when completed electronically.
Questions are focused on overall satisfaction, timeliness, whether the service
provider was knowledgeable, and whether the service provider was courteous.
The results are reviewed to identify opportunities for service improvement.
The survey and responses will be retained in accordance with NASA’s Records Retention
Schedules 1441.1A, Schedule 2, Item 27.J.2. IT Customer Service Files.
Retention: Destroy/delete when 1 year old or when no longer needed for review and analysis,
whichever is later.

DESCRIPTION OF RESPONDENTS: NASA support contractors who work at NASA HQ,
NASA Centers, NASA Component Facilities and Jet Propulsion Laboratory (JPL) that use the
NEACC services and submit service requests in NISM.
TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software
[ ] Focus Group

[x] Customer Satisfaction Survey
[ ] Small Discussion 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.

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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: Barbara Henry
Phone #: 256-544-0510
Organizational Title: Agency Applications - Service Management Supervisor
Mail Code: MSFC IS30
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, will any information that is collected be included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Yes, has an up-to-date System of Records Notice (SORN) 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

Private Sector (employees of
NASA contractors operating
within the NASA firewall)
responding electronically.
Totals

No. of
No. of
Respondent Response
s
s per
Year
450
1

1

450

Participation
Time

Burden Hour

60 seconds/1
minute

7.5

60

7.5

FEDERAL COST: The estimated annual cost to the Federal government is $1,950 (assuming
$100/hour average cost x 19.5 burden hours). This includes 12 hours per year for reporting and
analysis in addition to the 7.5 burden hours for distributing and responding to the survey.
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?
[x] Yes[ ] 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?

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Potential respondents are non-federal employees who use NASA information technology
services provided by the NASA Enterprise Applications Competency Center (NEACC) and
submit IT service calls.

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.

Instructions for completing Request for Approval under the “Generic
Clearance for the Collection of Routine Customer Feedback”
TITLE OF INFORMATION COLLECTION: Provide the name of the collection that is the
subject of the request. (e.g. Comment card for soliciting feedback on xxxx)
PURPOSE: Provide a brief description of the purpose of this collection and how it will be used.
If this is part of a larger study or effort, please include this in your explanation.
DESCRIPTION OF RESPONDENTS: Provide a brief description of the targeted group or
groups for this collection of information. These groups must have experience with the program.
TYPE OF COLLECTION: Check one box. If you are requesting approval of other
instruments under the generic, you must complete a form for each instrument.
CERTIFICATION: Please read the certification carefully. If you incorrectly certify, the
collection will be returned as improperly submitted or it will be disapproved.
Personally Identifiable Information: Provide answers to the questions. Note: Agencies
should only collect PII to the extent necessary, and they should only retain PII for the period of
time that is necessary to achieve a specific objective.
Gifts or Payments: If you answer yes to the question, please describe the incentive and provide
a justification for the amount.
BURDEN HOURS:
Category of Respondents: Identify who you expect the respondents to be in terms of the
following categories: (1) Individuals or Households; (2) Private Sector; (3) State, local, or tribal
governments; or (4) Federal Government. Only one type of respondent can be selected per row.
No. of Respondents: Provide an estimate of the Number of Respondents.
Participation Time: Provide an estimate of the amount of time (in minutes) required for a
respondent to participate (e.g. fill out a survey or participate in a focus group)

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Burden: Provide the Annual burden hours: Multiply the Number of Respondents and the
Participation Time then divide by 60.
FEDERAL COST: Provide an estimate of the annual cost to the Federal government.
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. Please provide a description of how you plan to
identify your potential group of respondents and how you will select them. If the answer is yes,
to the first question, you may provide the sampling plan in an attachment.
Administration of the Instrument: Identify how the information will be collected. More than
one box may be checked. Indicate whether there will be interviewers (e.g. for surveys) or
facilitators (e.g., for focus groups) used.

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