Customer Surveys

Forms and Documents

Document	Type	Status	Availability
Customer Surveys Supporting Statement B.pdf	Supporting Statement B	Uploaded 2015-09-29	Available
30-day FR Notice Customer Survey ICR.pdf	Supplementary Document	Uploaded 2015-09-29	Available
60-day FR Notice Customer Survey ICR.pdf	Supplementary Document	Uploaded 2015-09-29	Available
Customer Surveys Supporting Statement A.pdf	Supporting Statement A	Uploaded 2015-09-29	Available

IC Document Collections

IC ID	Collection	Type	Status	Form
223750	MSPB Customer Satisfaction Survey: Appellant Representatives Involved in Initial Appeals	Other-Survey	New
223749	MSPB Customer Survey: Mediation Appeals Program (MAP)	Other-Survey	New
223748	MSPB Customer Survey: Settlement in the Regional and Field Offices	Other-Survey	New
223747	MSPB Customer Satisfaction Survey: Appellants Involved in Initial Appeals	Other-Survey	New

ICR Details

OMB Control No: 3124-0012	ICR Reference No: 201509-3124-001
Status: Active	Previous ICR Reference No: 201208-3124-003
Agency/Subagency: MSPB	Agency Tracking No:
Title: Customer 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: 04/11/2016
	Date Received in OIRA: 09/29/2015
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	04/30/2019	36 Months From Approved	04/30/2016
Responses	3,000	0	3,000
Time Burden (Hours)	750	0	750
Cost Burden (Dollars)	0	0	0

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Abstract: Executive Order 12862, ''Setting Customer Service Standards,'' mandates agencies to identify their customers and survey them to determine the kind and quality of services they want and their level of satisfaction with existing services. The MSPB's customers and stakeholders include persons who file appeals with MSPB for agency actions taken against them (appellants), their representatives, and representatives of the agency which took the action. These surveys will be used to evaluate how well we are serving our customers in terms of their perceptions of timeliness, fairness, accessibility, and sensitivity to their situation in deciding their appeals. We also have used customer surveys to determine the usefulness of the reports issued by the Office of Policy & Evaluation. As a result of these surveys we have established baseline performance measures for both our appeals process and merit systems review responsibilities.

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Authorizing Statute(s): US Code: 5 USC 1200-1216 Name of Law: null
  

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:
	80 FR 35404	06/19/2015
30-day Notice:	Federal Register Citation:	Citation Date:
	80 FR 52006	08/27/2015
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 4

IC Title	Form No.	Form Name
MSPB Customer Satisfaction Survey: Appellant Representatives Involved in Initial Appeals
MSPB Customer Survey: Settlement in the Regional and Field Offices
MSPB Customer Survey: Mediation Appeals Program (MAP)
MSPB Customer Satisfaction Survey: Appellants Involved in Initial Appeals

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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	3,000	3,000	0	0	0	0
Annual Time Burden (Hours)	750	750	0	0	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement:

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Annual Cost to Federal Government: $8,400

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: 09/29/2015

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