Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Research and Evaluation - Education Policy Changes survey and phone interviews	Form and Instruction	New	Available
FAFSA on the Web Survey (FOTW)	Form and Instruction	New	Available
Potential Adult Student On-line Survey	Form and Instruction	New	Available
Video Testing Online Survey 2016	Form and Instruction	New	Available
School Partners Survey	Form and Instruction	New	Available
Final Adult Student Focus Groups Laddering Exercise 2016-01-11	Form	New	Available
Survey for Train the Trainers	Form and Instruction	New	Available
Survey for Peers 2015	Form and Instruction	New	Available
Final TO13 Video Evaluation FG exercise	Form	New	Available
2016 FOTW survey	Form and Instruction	New	Available
Borrower In-Grace Survey	Form and Instruction	Unchanged	Available
FSA Borrower in Income-Driven Repayment Plans Customer Satisfaction Survey	Form and Instruction	Unchanged	Available
Content Delivery Search Online Survey	Form and Instruction	Unchanged	Available
MSURSD Survey 110514	Form and Instruction	Unchanged	Available
Form 1845-0045 Pell Grant Experiments School Satisfaction Survey	Form	Unchanged	Available
Signed change worksheet.pdf	Justification for No Material/Nonsubstantive Change	Uploaded 2015-10-07	Available
suppstatptB.1845_0045 rev 2013.docx	Supporting Statement B	Uploaded 2013-04-08	Available
30D_FRN_1845-0045.pdf	Supplementary Document	Uploaded 2013-06-25	Available
60D_FRN_1845-0045.pdf	Supplementary Document	Uploaded 2013-04-12	Available
suppstatptA _1845_0045_rev_2013_for_30days_June_2013with new numbers (3)[1].docx	Supporting Statement A	Uploaded 2013-06-27	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
222510	Research and Evaluation - Education Policy Changes survey and phone interviews	Form and Instruction	New	NA
222481	Ombudsman Survey	Other-Survey	New
222480	Experimental Sites Initiative (ESI) Experiment #6 Survey	Other-Survey	New
222479	Experimental Sites Initiative (ESI) Experiment #5 Survey	Other-Survey	New
222473	Experimental Sites Initiative (ESI) Experiment #4 Survey	Other-Survey	New
222472	Experimental Sites Initiative (ESI) Experiment #3 Survey	Other-Survey	New
222470	Quality Assurance (QA) Program Close Out Survey	Other-QA Survey	New
222461	FAFSA on the Web Survey (FOTW)	Form and Instruction	New	NA
221902	Potential Adult Student On-line Survey	Form and Instruction	New	NA
221603	Salesforce Contact Information Survey	Other-survey	New
221152	Video Testing Online Survey 2016	Form and Instruction	New	Video Testing Online Survey 2016
221057	2016 Borrower In School Survey	Other-2016 Borrower In School Survey	New
220721	Ease of Doing Business with FSA - School Partners Survey	Form and Instruction	New	School Partners Survey
220700	Borrower in Delinquency Survey	Other-2016 Borrower in Delinquency Questionnaire	New
220697	Borrower in Default Surveys	Other-2016 Borrower in Default Survey Questionnaire	New
220235	MSURSD Financial Literacy Focus Group	Instruction	New
219652	Potential Adult Student Focus Group Research	Form	New	Final Adult Student Focus Groups Laddering Exercise 2016-01-11
219652	Potential Adult Student Focus Group Research	Other-Final Adult Student Focus Groups Discussion Guide 2016-01-	New
219593	Train the Trainer Survey	Form and Instruction	New	Survey for Train the Trainers
219587	MSURSD Risk Management Survey	Other-MSURSD Risk Management Survey January 2016	New
219347	Federal Student Aid Information Center (FSAIC) Customer Satisfaction Survey	Other-Chat Survey	New
219256	Peer Survey	Form and Instruction	New	Survey for Peers 2015
219182	Video Research Focus Group Research	Form	New	Final TO13 Video Evaluation FG exercise
219182	Video Research Focus Group Research	Instruction	New
219003	FOTW Survey 2016	Form and Instruction	New	2016 FOTW survey
218922	Homepage Redesign Focus Group Research	Other-Homepage Redesign FG Participant Screener - Borrowers in R	New
218906	Data Collection for PEP Phase III Reports (Focus Groups)	Other-recruitment	New
218843	Repayment Direct Customer Survey	Other-customer survey	New
218838	Gainful Employment Focus Groups - Students, For Profit and Public Institutions	Other-Student screener	New
218583	FSA Servicer Survey Questionnaire - Borrowers	Other-Borrowers Survey Questionnaire	New
218233	Direct Customer Survey	Other-Survey for Direct Customer	Unchanged
217901	Financial Aid Toolkit Page Feedback Tile	Other-Screen shot sample page with Page Feedback Tile	Unchanged
216682	Partner Reporting/Feedback	Other-Suggested Partner Reporting Survey FINAL	Unchanged
216626	Borrower In-Grace Survey	Form and Instruction	Unchanged	Borrower In-Grace Survey
216281	Borrower In-School Survey	Other-FSA 2015 In-School Financial Aid Satisfaction Survey	Unchanged
216110	2015 FAFSA on the Web Survey	Other-2015 FOTW Survey	Unchanged
215885	Generation Z On-Line Survey	Other-Generation Z Research Online Survey	Unchanged
215830	FSA Borrower in Income-Driven Repayment Plans Customer Satisfaction Survey	Form and Instruction	Unchanged	FSA Borrower in Income-Driven Repayment Plans Customer Satisfaction Survey
215508	Content Delivery Research Online Survey	Form and Instruction	Unchanged	Content Delivery Search Online Survey
214807	Data Collection for PEP Participant Phase II Report	Other-Financial Aid Director and Staff Focus Group Protocol	Unchanged
214753	Generation Z In-person Focus Group	Instruction	Unchanged
214119	Content Delivery In-Person Focus Group	Other-Content Delivery Focus Group Discussion Guide	Unchanged
213983	MSURSD Outreach Event Survey	Form and Instruction	Unchanged	MSURSD Survey 110514
213682	Multimedia Research On-line Survey	Other-Multimedia Research Online Survey	Unchanged
213378	FSA Video Focus Groups	Other-Moderators Guide	Unchanged
213019	Website Usability Study Interview	Instruction	Unchanged
212725	Data Collection for PEP Participant Baseline Report	Other-Telephone Survey	Unchanged
212589	PEP Baseline Report Follow-Up Interviews	Other-Finalcial Literacy Training	Unchanged
212449	Borrower Message Testing Online Survey	Other-On-line survey	Unchanged
212398	Ombudsman Survey	Other-Web-based Survey	Unchanged
212288	Financial Aid Toolkit survey	Other-Survey	Unchanged
212170	Multimedia Testing Focus Group (videos and infographics)	Instruction	Unchanged
211109	Borrower Message Testing	Other-Internet Survey	Unchanged
210244	Financial Aid Toolkit Website Evaluation Online Survey and Online Focus Group	Other-Survey	Unchanged
210121	Data Collection for PEP Participant Baseline Report	Other-Focus Group Questionaire	Unchanged
210049	Borrowers in Delinquency/Default Surveys	Other-Survey	Unchanged
209540	Leadership and Management Seminar Audience Expansion and Content/Delivery Approach Update Survey	Other-Survey	Unchanged
209534	Financial Aid Toolkit Website Survey	Other-Electronic survey	Unchanged
209517	2013 FSA Training Conference Overall Evaluation	Other-Survey	Unchanged
209266	School Partners Survey	Other-Survey	Unchanged
208334	Pell Grant Experiments School Satisfaction Survey	Form	Unchanged	Pell Grant Experiments School Satisfaction Survey
207581	Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan	Other-ICs List	Unchanged

ICR Details

OMB Control No: 1845-0045	ICR Reference No: 201510-1845-012
Status: Historical Active	Previous ICR Reference No: 201306-1845-004
Agency/Subagency: ED/FSA	Agency Tracking No:
Title: Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 10/15/2015
Retrieve Notice of Action (NOA)	Date Received in OIRA: 10/07/2015
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	08/31/2016	08/31/2016	08/31/2016
Responses	200,000	0	105,300
Time Burden (Hours)	45,000	0	24,458
Cost Burden (Dollars)	0	0	0

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Abstract: The Higher Education Amendments of 1998 established Federal Student Aid (FSA)as the first Performance-Based Organization (PBO). One purpose of the PBO is to improve service to students and other participants in the student financial assistance programs authorized under title IV, including making those programs more understandable to students and their parents. To do that, FSA has committed to ensuring that all people receive service that matches or exceeds the best service available in the private sector. The legislation's requirements establish an ongoing need for FSA to be engaged in an interactive process of collecting information and using it to improve program services and processes.

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Authorizing Statute(s): US Code: 20 USC 1070 Name of Law: Higher Education Amendments of 1965, as amended
  

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 21919	04/12/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	78 FR 38019	06/25/2013
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 60

table that charts list of burden

IC Title	Form No.	Form Name
2013 FSA Training Conference Overall Evaluation
2015 FAFSA on the Web Survey
2016 Borrower In School Survey
Borrower In-Grace Survey	N/A	Borrower In-Grace Survey
Borrower In-School Survey
Borrower Message Testing
Borrower Message Testing Online Survey
Borrower in Default Surveys
Borrower in Delinquency Survey
Borrowers in Delinquency/Default Surveys
Content Delivery In-Person Focus Group
Content Delivery Research Online Survey	N/A	Content Delivery Search Online Survey
Data Collection for PEP Participant Baseline Report
Data Collection for PEP Participant Baseline Report
Data Collection for PEP Participant Phase II Report
Data Collection for PEP Phase III Reports (Focus Groups)
Direct Customer Survey
Ease of Doing Business with FSA - School Partners Survey	N/A	School Partners Survey
Experimental Sites Initiative (ESI) Experiment #3 Survey
Experimental Sites Initiative (ESI) Experiment #4 Survey
Experimental Sites Initiative (ESI) Experiment #5 Survey
Experimental Sites Initiative (ESI) Experiment #6 Survey
FAFSA on the Web Survey (FOTW)	NA	NA
FOTW Survey 2016	NA	2016 FOTW survey
FSA Borrower in Income-Driven Repayment Plans Customer Satisfaction Survey	N/A	FSA Borrower in Income-Driven Repayment Plans Customer Satisfaction Survey
FSA Servicer Survey Questionnaire - Borrowers
FSA Video Focus Groups
Federal Student Aid Information Center (FSAIC) Customer Satisfaction Survey
Financial Aid Toolkit Page Feedback Tile
Financial Aid Toolkit Website Evaluation Online Survey and Online Focus Group
Financial Aid Toolkit Website Survey
Financial Aid Toolkit survey
Gainful Employment Focus Groups - Students, For Profit and Public Institutions
Generation Z In-person Focus Group
Generation Z On-Line Survey
Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan
Homepage Redesign Focus Group Research
Leadership and Management Seminar Audience Expansion and Content/Delivery Approach Update Survey
MSURSD Financial Literacy Focus Group
MSURSD Outreach Event Survey	N/A	MSURSD Survey 110514
MSURSD Risk Management Survey
Multimedia Research On-line Survey
Multimedia Testing Focus Group (videos and infographics)
Ombudsman Survey
Ombudsman Survey
PEP Baseline Report Follow-Up Interviews
Partner Reporting/Feedback
Peer Survey	NA	Survey for Peers 2015
Pell Grant Experiments School Satisfaction Survey	1845-0045	Pell Grant Experiments School Satisfaction Survey
Potential Adult Student Focus Group Research	N/A	Final Adult Student Focus Groups Laddering Exercise 2016-01-11
Potential Adult Student On-line Survey	NA	NA
Quality Assurance (QA) Program Close Out Survey
Repayment Direct Customer Survey
Research and Evaluation - Education Policy Changes survey and phone interviews	NA	NA
Salesforce Contact Information Survey
School Partners Survey
Train the Trainer Survey	N/A	Survey for Train the Trainers
Video Research Focus Group Research	N/A	Final TO13 Video Evaluation FG exercise
Video Testing Online Survey 2016	N/A	Video Testing Online Survey 2016
Website Usability Study Interview

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ICR Summary of Burden

table that charts list 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	200,000	105,300	0	0	94,700	0
Annual Time Burden (Hours)	45,000	24,458	0	0	20,542	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: This is a request for additional hours and respondents to cover the increased use of the generic customer service focus group and survey options. There have been changes to collection methodology that allows for a greater number of respondents and hours used. Additionally, there have been focus groups and surveys that meet the criteria for the generic clearance package use that were not anticipated at the time of the previous renewal.

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Annual Cost to Federal Government: $190

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: 10/07/2015

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