National Contract Center Customer Evaluation Surveys

Forms and Documents

Document Name	Status
3090-0278 Supporting Statement B.docx Supporting Statement B	2016-11-17
3090-0278 Supporting Statement A.docx Supporting Statement A	2016-11-17

IC Document Collections

IC ID	Document Title	Status
45227	NCC Telephone Survey Other-Survey	Modified
32469	NCC Temporary Telephone Survey Other-Survey	Removed
205887	NCC Web Chat Survey Other-Screenshot	Modified
205886	NCC Temporary Web Chat Survey Other-Survey	Removed
205884	NCC Email Survey Other-Survey	Modified
205881	NCC Temporary Email Survey Other-Survey	Removed

ICR Details

OMB Control No: 3090-0278	ICR Reference No: 201611-3090-001
Status: Historical Active	Previous ICR Reference No: 201210-3090-004
Agency/Subagency: GSA	Agency Tracking No:
Title: National Contract Center Customer Evaluation 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: 03/28/2017
	Date Received in OIRA: 02/24/2017
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	03/31/2020	36 Months From Approved	03/31/2017
Responses	12,000	0	4,700
Time Burden (Hours)	1,440	0	271
Cost Burden (Dollars)	0	0	0

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Abstract: The purpose of the General Services Administration (GSA) USA.gov Contact Center (formerly the Federal Citizen Information Center’s (FCIC) National Contact Center) voluntary and optional customer satisfaction surveys is to measure consumer satisfaction with the service and assess the effectiveness of marketing efforts.

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Authorizing Statute(s): None

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:
	81 FR 48797	07/26/2016
30-day Notice:	Federal Register Citation:	Citation Date:
	81 FR 78813	11/09/2016
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 3

IC Title	Form No.	Form Name
NCC Email Survey
NCC Web Chat Survey
NCC Telephone Survey
NCC Temporary Email Survey
NCC Temporary Web Chat Survey
NCC Temporary Telephone Survey

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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	12,000	4,700	0	7,300	0	0
Annual Time Burden (Hours)	1,440	271	0	1,169	0	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: Telephone operators collect responses from telephone customers now, whereas before survey responses were entered by customers using telephone buttons. This has allowed us to follow up-to-date industry standards for survey collection and increases in reliability of data. It has also increased cost. We also integrate survey responses with our CRM data for the first time. This allows us to e-mail survey invitations and combine contact center metrics with survey response statistics in revealing ways. This has also led to an increased cost.

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Annual Cost to Federal Government: $75,000

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: 02/24/2017

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