Collection of Customer Service, Demographic and Smoking/Tobacco Use Information from NCI's Contact Center, Cancer Information Service (CIS) Clients

Forms and Documents

Document Name	Status
Form 1 CIS Telephone Customer Service Questions (Appendix 1A_REV) Form and Instruction	Removed
Form 8 E-mail Clients Form and Instruction	New
Form 7 LiveHelp Clients Form and Instruction	New
Form 6 Customer Satisfaction Survey Form and Instruction	New
Form 5 VA Smoking Cessation Clients Call Backs Form and Instruction	New
Form 4 Smoking Cessation Clients Demographic Questions Form and Instruction	New
Form 3 Smoking Cessation Clients Smoking Cessation "Intake" Questions Form and Instruction	New
Form 2 Telephone Clients Demographic Questions Form and Instruction	New
Form 1 Telephone Clients Customer Service Form and Instruction	New
Form 6 CIS Email Intake Form (Appendix 2_REV) Form and Instruction	Removed
Form 5 CIS Smoking Cessation Reactive Service "Demographic" Questions (Appendix 1C_REV) Form and Instruction	Removed
Form 4 CIS Smoking Cessation Reactive Service "Intake" Questions (Appendix 1C_REV) Form and Instruction	Removed
Form 3 CIS LiveHelp Questionnaire (Appendix 1B_REV) Form and Instruction	Removed
Form 2 CIS Telephone Demographic Questions (Appendix 1A_REV) Form and Instruction	Removed
Appendix 8 CIS Annual Data Report 2014.docx Supplementary Document	2015-12-23
Appendix 7 Confidentiality of Communications Policy.docx Supplementary Document	2015-12-23
Appendix 6 Office of Human Subject Research Not Applicable.docx Supplementary Document	2015-12-23
Appendix 5 Privacy Act Memo.docx Supplementary Document	2015-12-23
Appendix 4 Privacy Impact Assessment.docx Supplementary Document	2015-12-23
Appendix 3 Facebook and Mobile Contact Us.docx Supplementary Document	2015-12-23
30-Day FRN.pdf Supplementary Document	2015-12-23
SSB_CIS.docx Supporting Statement B	2015-12-23
SSA CIS Passback 4.4.2016.docx Supporting Statement A	2016-04-04

IC Document Collections

IC ID	Document Title	Status
43626	CIS Telephone Customer Service Questions (Appendix 1A_REV) Form and Instruction	Removed
219416	E-mail Clients Form and Instruction	New
219415	LiveHelp Clients Form and Instruction	New
219414	Customer Satisfaction Survey Form and Instruction	New
219413	VA Smoking Cessation Clients Call Backs Form and Instruction	New
219411	Smoking Cessation Clients Demographic Questions Form and Instruction	New
219410	Smoking Cessation Clients Smoking Cessation "Intake" Questions Form and Instruction	New
219409	Telephone Clients Demographic Questions Form and Instruction	New
219408	Telephone Clients Customer Service Form and Instruction	New
204675	CIS Email Intake Form (Appendix 2_REV) Form and Instruction	Removed
189806	CIS Smoking Cessation Proactive Follow-ups (Appendix 1D_REV) Instruction	Removed
189805	CIS Smoking Cessation Reactive Service "Demographic" Questions (Appendix 1C_REV) Form and Instruction	Removed
189804	CIS Smoking Cessation Reactive Service "Intake" Questions (Appendix 1C_REV) Form and Instruction	Removed
189803	CIS LiveHelp Questionnaire (Appendix 1B_REV) Form and Instruction	Removed
189802	CIS Telephone Demographic Questions (Appendix 1A_REV) Form and Instruction	Removed

ICR Details

OMB Control No: 0925-0208	ICR Reference No: 201512-0925-003
Status: Historical Active	Previous ICR Reference No: 201210-0925-004
Agency/Subagency: HHS/NIH	Agency Tracking No:
Title: Collection of Customer Service, Demographic and Smoking/Tobacco Use Information from NCI's Contact Center, Cancer Information Service (CIS) Clients
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 04/06/2016
	Date Received in OIRA: 12/28/2015
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	04/30/2019	36 Months From Approved	04/30/2016
Responses	127,726	0	110,000
Time Burden (Hours)	3,387	0	2,686
Cost Burden (Dollars)	0	0	0

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Abstract: This is an information collection request for a revision for three years. NCI’s Contact Center, The Cancer Information Service (CIS), currently collects demographic, customer service and smoking cessation information from clients contacting CIS by telephone, email and through LiveHelp (an online instant messaging service). Information is collected in order to properly plan, implement, and evaluate cancer education efforts and to provide smoking cessation services tailored to the individual client’s needs. Since its inception in 1976, the CIS has handled more than 12 million calls from the public. The potential universe of Cancer Information Service (CIS) clients is almost 319 million respondents based on the U.S. Census estimate for 2014 of adults estimated to be 18 years and older.

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Authorizing Statute(s): US Code: 42 USC 410 Name of Law: Public Health Service Act
   US Code: 42 USC 412 (285a-1) Name of Law: Public Health Service Act
  

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 58268	09/28/2015
30-day Notice:	Federal Register Citation:	Citation Date:
	80 FR 79596	12/22/2015
Did the Agency receive public comments on this ICR? Yes

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Number of Information Collection (IC) in this ICR: 8

IC Title	Form No.	Form Name
CIS Telephone Demographic Questions (Appendix 1A_REV)	2	Telephone Demographic Questions
CIS Email Intake Form (Appendix 2_REV)	6	Email Intake
E-mail Clients	8	Appendix 2 Email Intake Form on Cancer,gov
Telephone Clients Demographic Questions	2	Appendix 1A Customer Service and Demographic Questions
CIS LiveHelp Questionnaire (Appendix 1B_REV)	3	LiveHelp Questionnaire
CIS Smoking Cessation Reactive Service "Demographic" Questions (Appendix 1C_REV)	5	Smoking Cessation Reactive Service Demographic Questions
CIS Smoking Cessation Reactive Service "Intake" Questions (Appendix 1C_REV)	4	Smoking Cessation Reactive Service Client Questions
CIS Smoking Cessation Proactive Follow-ups (Appendix 1D_REV)
CIS Telephone Customer Service Questions (Appendix 1A_REV)	1	Telephone Customer Service Questions
VA Smoking Cessation Clients Call Backs	5	Appendix 1D VA Smoking Cessation Callback
Customer Satisfaction Survey	6	Appendix 9 Customer Satisfaction Survey Questions
LiveHelp Clients	7	Appendix 1B LiveHelp Demographic Questions and Sample Transcript
Telephone Clients Customer Service	1	Appendix 1A Customer Service and Demographic Questions
Smoking Cessation Clients Smoking Cessation "Intake" Questions	3	Appendix 1C Smoking Cessation Questions
Smoking Cessation Clients Demographic Questions	4	Appendix 1C Smoking Cessation Questions

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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	127,726	110,000	0	127,726	-110,000	0
Annual Time Burden (Hours)	3,387	2,686	0	3,387	-2,686	0
Annual Cost Burden (Dollars)	0	0	0	0	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: No

Burden Reduction Due to:

Short Statement: In this OMB package, we are requesting the addition of three customer service questions aimed at assessing the satisfaction the client have with use of the CIS service. The customer satisfaction survey is to be used in follow up emails after phone calls, cancer.gov emails and at the end of LH sessions.

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Annual Cost to Federal Government: $133,883

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: 12/28/2015

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