Supporting Statement A
Customer Surveys Generic Clearance
for the
National Center for Health Statistics
Generic IC:
NCHS Website Users Customer Satisfaction Survey 2019
OMB
No. 0920-0729
Exp. Date 09/30/2020
Contact Information
Christina C. Serna, M.S.
Office of Planning, Budget, and Legislation
National Center for Health Statistics
3311 Toledo Rd
Hyattsville MD 20782
301-458-4817
08/01/2019
Table of Contents
1. Circumstances Making the Collection of Information Necessary 3
2. Purpose and Use of the Information Collection 3
3. Use of Improved Information Technology and Burden Reduction 3
4. Efforts to Identify Duplication and Use of Similar Information 4
5. Impact on Small Businesses or Other Small Entities 4
6. Consequences of Collecting the Information Less Frequently 4
7. Specific Circumstances Relating to the Guidelines of 5 CFR 1320.5 4
8. Comments in Response to the Federal Register Notice and Efforts to Consult Outside the Agency 4
9. Explanation of Any Payment or Gift to Respondents 4
10. Protection of the Privacy and Confidentiality of Information Provided by Respondents …...4
11. Institutional Review Board (IRB) and Justification for Sensitive Questions 5
12. Estimates of Annualized Burden Hours and Costs 5
13. Estimates of Other Total Annual Cost Burden to Respondents and Record Keepers ………..6
14. Annualized Cost to the Federal Government …………………………………………………6
15. Explanation for Program Changes or Adjustments 6
16. Plans for Tabulation and Publication and Project Time Schedule 6
17. Reason(s) Display of OMB Expiration Date is Inappropriate ……………………………..…6
18. Exceptions to Certification for Paperwork Reduction Act Submission …………………..….6
Attachment
Attachment A. NCHS Website User Customer Satisfaction Survey
A. Justification
Circumstances Making the Collection of Information Necessary
The National Center for Health Statistics (NCHS) received OMB approval for Customer Surveys Generic Clearance (OMB No. 0920-0729, Exp. Date 09/30/2020) to conduct voluntary surveys to assess strengths in agency products and services and to obtain feedback on the development, implementation, and satisfaction regarding public health services, products, communication campaigns and information.
Under this approval, OMB has agreed to expedite generic IC review of proposals for data collections and OMB will generally review such requests within ten business days.
The specific generic IC project for this clearance is:
To conduct a Customer Satisfaction Survey of NCHS website users in 2019 (Attachment A)
The Customer Satisfaction Survey of NCHS website users is an important component of the NCHS response to the OMB Government Performance and Results Act (GPRA) initiative and efforts to evaluate our program’s effectiveness in achieving long-term performance goals.
2. Purpose and Use of Information Collection
NCHS places the highest priority on providing quality products and services to its customers. Results from this survey will be used to identify strengths and weaknesses in current products and services and to refine and improve them by implementing modifications that are practical and feasible. Information obtained will guide NCHS management in program planning.
Results from the web-based survey of customer satisfaction will be made available for the OMB Government Performance and Results Act (GPRA) initiative and efforts to evaluate NCHS’ program effectiveness in achieving long-term performance goals.
3. Use of Improved Information Technology and Burden Reduction
The NCHS website user survey will employ information technology to collect and analyze data. Respondents will submit their responses electronically; and these responses will be tallied electronically and put into a database by survey software. Electronic collection will minimize the burden on survey respondents and facilitate the most rapid processing of survey results. This, in turn, provides NCHS the quickest means for making improvements based on customer feedback.
4. Efforts to Identify Duplication and Use of Similar Information
There are no current broad-based data available on customer satisfaction with NCHS products and services.
5. Impact on Small Businesses or Other Small Entities
In as much as a few small businesses may be included in the audience for some surveys, they should not be not adversely affected by the customer surveys. The number of questions will be held to the absolute minimum for the intended use of these data. Form design and the electronic data collection methodology will further minimize respondent burden.
6. Consequences of Collecting the Information Less Frequently
These surveys are appropriate vehicles to examine public perception of NCHS' ability to respond in a timely manner to the needs of its customers. Collection of information routinely and systematically enhances its utility in monitoring customer satisfaction and in identifying problems and needs so as to make changes and improve products and services. The planned survey is expected to be updated at selected intervals based upon any new information. There are no legal obstacles to reduce the burden.
7. Special Circumstances Relating to the Guidelines of 5 CFR 1320.5
This request fully complies with the regulations 5CFR 1320.5.
8. Comments in Response to the Federal Register Notice and Efforts to Consult Outside Agency
Federal Register Notice
The 60-day notice for the ICR was published in the Federal Register, Vol. 82, No. 44, March 8, 2017, pp. 12963-12965. One public comment was received and the standard CDC response was sent.
Consultation
Only internal consultation will be involved in this project.
9. Explanation of Any Payment or Gift to Respondents
This collection of information does not involve any payment or gift to respondents.
10. Protection of the Privacy and Confidentiality of Information Provided by Respondents
This data collection does not collect PII. The survey just asks questions about how many times one visits NCHS’ website, the services and products available, and if the information is easy to interpret.
This information does not need to be covered under CIPSEA or the Privacy Act.
11. Institutional Review Board (IRB) and Justification for Sensitivity Questions
The NCHS IRB has determined that customer satisfaction surveys do not require their review and approval.
There are no sensitive questions.
12. Estimates of Annualized Burden Hours and Costs
For every 3 visitors to the NCHS website, one random person is selected. That person has to visit 3 pages that have the survey active consecutively within 10 minutes before they receive the survey popup request. The visitor will receive a pop-up window inviting him/her to participate in a NCHS Customer Satisfaction web survey (Attachment B). Those who agree will be provided with a link to the survey. The voluntary survey will run for a period of 3 months and may continue longer or be returned to the field after a break in time. Based on previous information, there are an estimated 3,000,000 “hits” to the NCHS website over a 3 month period. However, given the participant selection criteria and that the vast majority selected do not participate in a web survey (based on past website user surveys), the expected percent to complete the survey is less than 1 percent. We are asking for approval to collect 4,500 responses over the 3-year period. The average burden to complete the survey is 10 minutes for a total burden of 250 hours.
Table 1. Estimate of Annualized Burden Hours
Type of Respondent
|
Form Name |
Number of Respondents |
Number of responses/ respondent |
Average Burden/ response (in hours) |
Response Burden (in hours) |
NCHS website-users |
Web survey |
1,500 |
1 |
10/60 |
250 |
Total |
250 |
||||
The mean hourly earnings across all occupations (as of May 2016) was $23.86 based on the U.S. Bureau of Labor Statistics National Occupational Employment and Wage Estimates. The BLS website for this information is: http://www.bls.gov/oes/current/oes_nat.htm. Consequently, the total estimated cost to respondents is $5,965.00.
Table 2. Estimate of Annualized Burden Costs
Type of Respondent |
Form Name |
Total Burden Hours |
Hourly Wage Rate |
Total Respondent Costs |
NCHS website-users |
Web survey |
250 |
$23.86 |
$5,965.00 |
Total |
$5,965.00 |
|||
13. Estimates of Other Total Annual Cost Burden to Respondents or Record Keepers
There are no additional costs to the respondents. There are no costs other than their time to participate in the voluntary survey.
14. Annualized Cost to the Federal Government
The nominal cost for Survey Monkey is already included in an annual agency fee. It is expected that collecting and analyzing data from the survey will cost NCHS about $25,000.
15. Explanation for Program Changes or Adjustments
This is a generic IC. There are no program changes or adjustments.
16. Plans for Tabulation and Publication and Project Time Schedule
Data collected will be analyzed to inform NCHS planning activities. The information is for internal use only. Summary data may be provided to OMB and DHHS; however no publications are planned. The NCHS Website Users survey will commence in the Fall of each year and results will be available for the OMB Government Performance and Results Act (GPRA) initiative (due in December of each year). This will inform efforts to evaluate NCHS’ program effectiveness in achieving long-term performance goals.
17. Reason(s) Display of OMB Expiration Date is Inappropriate
Display of OMB expiration date is appropriate.
18. Exceptions to Certification for Paperwork Reduction Act Submissions
There are no exceptions to the certification.
| File Type | application/msword |
| Author | Centers for Disease Control & Prevention |
| Last Modified By | SYSTEM |
| File Modified | 2019-08-02 |
| File Created | 2019-08-02 |