Public Assistance Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Form FEMA Form 519-0-35 Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet) Form	New
Form FEMA Form 519-0-35 Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet) Form	New
Form FEMA Form 519-0-34 Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone) Form	New
Form FEMA Form 519-0-34 Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone) Form	New
Form FEMA Form 519-0-33 Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet) Form	New
Form FEMA Form 519-0-33 Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet) Form	New
Form FEMA Form 519-0-32 Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone) Form	New
Form FEMA Form 519-0-32 Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone) Form	New
Form FEMA Form 519-01T Public Assistance Customer Satisfaction Survey Form and Instruction	Removed
Form FEMA Form 519-0-1 FEMA Public Assistance Program Customer Satisfaction Survey Form and Instruction	Removed
Form FEMA Form 519-0-1 FEMA Public Assistance Program Customer Satisfaction Survey Form and Instruction	Removed
Supporting Statement for OMB Collection 1660-0107 (Part A) Pass_back_4.CLEAN.doc Supporting Statement A	2017-09-20
Supporting Statement for OMB Collection 1660-0107 (Part B), CLEAN.doc Supporting Statement B	2017-03-24
1660-0107.ChangeRequest.519-0-Telephone.v4.xlsx Supplementary Document	2017-04-06
1660-0107.Change Request.519-0-Internet.v3.xlsx Supplementary Document	2017-03-24
SORN, DHS-FEMA-009 Hazard Mitigation.pdf Supplementary Document	2017-03-23
privacy-PIA-fema-csas-february2014_0.pdf Supplementary Document	2017-03-23
Narrative of Changes Document for OMB Collection 1660-0107.v3.docx Supplementary Document	2017-03-28
Published 30 Day FRN for OMB Collection 1660-0107, 3-7-2017.pdf Supplementary Document	2017-03-23
Sandy Recovery Improvement Act of 2013 P.L. 113-2.pdf Supplementary Document	2014-09-26
Presidential Memorandum Improving Customer Service 1995.pdf Supplementary Document	2014-09-26
GPRA Modernization Act 2010 1-5-2010.pdf Supplementary Document	2014-09-26
GPRA 1993 PL103_62.pdf Supplementary Document	2014-09-26
FEMA 44 CFR 206 Subpart G-H-I-PA.PDF Supplementary Document	2014-09-26
Executive Order 13571 April 27, 2011.pdf Supplementary Document	2014-09-26
Executive Order 13411 2006.pdf Supplementary Document	2014-09-26
Executive Order 12862.pdf Supplementary Document	2014-09-26
E-Government 2002.pdf Supplementary Document	2014-09-26
Published 60 Day FRN for OMB Collection 1660-0107, 12-8-2016.pdf Supplementary Document	2017-03-23

IC Document Collections

IC ID	Document Title	Status
226191	Interviews Other-Interviews	New
226190	Interviews Other-Interviews	New
226189	Focus Groups Other-Focus Groups	New
226188	Focus Groups Other-Focus Groups	New
226187	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet) Form	New
226186	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet) Form	New
226185	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone) Form	New
226184	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone) Form	New
226183	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet) Form	New
226182	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet) Form	New
226181	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone) Form	New
226180	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone) Form	New
200830	Public Assistance Customer Satisfaction Survey Form and Instruction	Removed
187122	FEMA Public Assistance Program Customer Satisfaction Survey Form and Instruction	Removed
187000	FEMA Public Assistance Program Customer Satisfaction Survey Form and Instruction	Removed

ICR Details

OMB Control No: 1660-0107	ICR Reference No: 201703-1660-002
Status: Historical Active	Previous ICR Reference No: 201409-1660-010
Agency/Subagency: DHS/FEMA	Agency Tracking No:
Title: Public Assistance Customer Satisfaction Surveys
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: 09/26/2017
	Date Received in OIRA: 05/08/2017
Terms of Clearance: Agency clarified its use of the information collected. Agency also updated the burden tables.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	09/30/2020	36 Months From Approved	06/30/2018
Responses	7,604	0	12,749
Time Burden (Hours)	2,093	0	4,342
Cost Burden (Dollars)	11,664	0	0

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Abstract: This collection of information enables the Agency to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the Agency's programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning of issues with service, or focus attention on areas where communication, training or changes in operations might improve delivery of products or services. These collections will allow for ongoing, collaborative and actionable communications between the Agency and its customers and stakeholders. It will also allow feedback to contribute directly to the improvement of program management.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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 88696	12/08/2016
30-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 12823	03/07/2017
Did the Agency receive public comments on this ICR? Yes

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Number of Information Collection (IC) in this ICR: 12

IC Title	Form No.	Form Name
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	FEMA Form 519-0-35	Public Assistance Assessment Customer Satisfaction Survey
Interviews
Interviews
FEMA Public Assistance Program Customer Satisfaction Survey	FEMA Form 519-0-1NT, FEMA Form 519-0-1	Public Assistance Customer Satisfaction Survey ,   Public Assistance Customer Satisfaction Survey (Internet)
Public Assistance Customer Satisfaction Survey	FEMA Form 519-01T	Public Assistance Customer Satisfaction Survey (Telephone)
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	FEMA Form 519-0-32	Public Assistance Initial Customer Satisfaction Survey (Telephone)
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	FEMA Form 519-0-32	Public Assistance Initial Customer Satisfaction Survey (Telephone)
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	FEMA Form 519-0-33	Public Assistance Initial Customer Satisfaction Survey
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	FEMA Form 519-0-33	Public Assistance Initial Customer Satisfaction Survey
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	FEMA Form 519-0-34	Public Assistance Assessment Customer Satisfaction Survey (Telephone)
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	FEMA Form 519-0-34	Public Assistance Assessment Customer Satisfaction Survey (Telephone)
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	FEMA Form 519-0-35	Public Assistance Assessment Customer Satisfaction Survey
FEMA Public Assistance Program Customer Satisfaction Survey	FEMA Form 519-0-1	Public Assitance Customer Satisfaction Survey (Focus Group)
Focus Groups
Focus Groups

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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	7,604	12,749	0	-200	-4,945	0
Annual Time Burden (Hours)	2,093	4,342	0	-198	-2,051	0
Annual Cost Burden (Dollars)	11,664	0	0	0	11,664	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: The previously approved collection was composed of one Public Assistance Customer Satisfaction Survey that was administered a variety of methods (telephone, internet, fillable forms, mail, or fax). We were not able to administer the survey via a web link due to technical limitations. The software upgrade that enabled online administration outside the firewall was delayed. The survey software will be operational before the revised collection is approved, so the internet forms are included in the updated collection. The revised collection has the same purpose and assesses the same subject matter, but we have streamlined the process to reduce response burden and improve data validity. The updated collection is split into two short surveys with fewer overall questions. Instead of treating each disaster as a universe, we will survey on a monthly basis. The new sampling method will allow for easier respondent recall. Total Program Decrease to Burden Hours = 2,293 (current) – 4,341 (previous) = (-2,048 hours) The overall burden change for the Public Assistance Surveys is a program decrease. Previous universe estimations were based on years with extremely high disaster activity, whereas the current estimations are based on more variable data (years with high and low activity). Additionally, the current collection assumes a 70% response rate based on the current response rate and calculates burden hours accordingly, whereas the previous collection calculated burden hours for the entire universe. The number and length of questions have also decreased, even with the current collection having an additional survey. The universe of respondents was 12,740 in the previous collection. The current collection has a universe of 5,626 respondents, with some of those respondents being surveyed at two different time points. 15a) Change in Annual Hour Burden by Instrument: • PA Initial (Phone) is a new survey measure the previous collection did not have, with an increase in annual burden hours of: o 316 hours currently - 0 hours previously = (+316 hours). o Program increase due to new form. • PA Initial (Internet) is a new survey measure the previous collection did not have, with an increase in annual burden hours of: o 53 hours currently - 0 hours previously = (+53 hours). o Program increase due to new form. • PA Assessment (Phone) replaces Public Assistance Customer Satisfaction Survey (Phone), with a change in annual burden hours of: o 372 hours currently - 2,600 hours previously = (- 2,228 hours). o Program decrease due to smaller samples, fewer and shorter questions, and less frequent sampling. • PA Assessment (Internet) replaces Public Assistance Customer Satisfaction Survey (Web), with a change in annual burden hours of: o 72 hours currently - 413 hours previously = (-341 hours). o Program decrease due to smaller samples, fewer and shorter questions, and less frequent sampling. • The following methods will be discontinued in the new collection (Program decrease due to rarely used; online and telephone methods should be adequate): o Online Fillable: (-206 burden hours) o Fax: (-21 burden hours) o Mail: (-21 burden hours) • For qualitative interviews, annual burden hours are: o 1480 hours currently - 1080 hours previously = (+ 400 hours) o Program increase due to increases in types of information to be gathered. Public Assistance is currently revamping their program. The Public Assistance process is constantly evolving, and qualitative interviews add much needed flexibility when it comes to gaining insights into customer satisfaction with specific changes that aren’t captured in the surveys. Interviews are useful because it is sometimes difficult to gather enough respondents in a concentrated area to conduct Public Assistance Focus Groups. o Breakdown: Focus Groups: 1,080 currently - 1080 previously = (same). Interviews: 400 currently - 0 previously = (+400 hours).

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Annual Cost to Federal Government: $697,526

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     No

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     Yes

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: 04/12/2017

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