2020 TTB Customer Satisfaction Survey OMB Approval Request Form

Request for Approval under the “Generic Clearance for the Collection
of Routine Customer Feedback” (OMB Control Number 1513–0132)
TITLE OF INFORMATION COLLECTION:
2020 Annual Customer Satisfaction Survey
PURPOSE:
The results of this customer satisfaction survey will provide the Alcohol and Tobacco
Tax and Trade Bureau (TTB) with high-to mid-level indicators on how well the Bureau is
delivering service in accomplishing its mission. This survey also will provide some
specific information to TTB regarding where it needs to make adjustments in order to
improve customer satisfaction and achieve its Balanced Scorecard strategic goals. The
survey results will provide feedback to TTB management, which would otherwise have
no other way to know if TTB’s customers believe the Bureau has been successful in
meeting its customer satisfaction goals.
DESCRIPTION OF RESPONDENTS:
Respondents are current alcohol or tobacco permit holders, brewer’s notice holders, or
firearms and ammunition taxpayers who have provided TTB with an email address, as
well as other parties that may be associated with permit or notice holders who have
submitted an email address to TTB. All respondents are either in or associated with the
industries regulated by TTB.
TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form

[X] Customer Satisfaction Survey

[ ] Usability Testing (e.g., Website or Software [ ] Small Discussion Group
[ ] Focus Group

[ ] Other: _______________________.

CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal
Government.
3. The collection is non-controversial and does not raise issues of concern to other
federal agencies.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing
influential policy decisions.

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6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program in the future.
Name:

Francisco R.
Riojas

Digitally signed by Francisco
R. Riojas
Date: 2020.08.10 17:01:29
-04'00'

To assist review, please provide answers to the following questions:
Personally Identifiable Information:
1. Is personally identifiable information (PII) collected?

[ ] Yes

[X] No

2. If Yes, will any information that is collected be included in records that are subject to
the Privacy Act of 1974? [ ] Yes [ ] No [X] N/A
3. If Yes, has an up-to-date System of Records Notice (SORN) been published?
[ ] Yes [ ] No [X] N/A
Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token of appreciation)
provided to participants? [ ] Yes [X] No
BURDEN HOURS:
Category of
Respondent

No. of
Respondents

Participation Time

Burden

Private Sector

5,000

0.15 hours

750 hours

Totals

5,000

0.15 hours

750 hours

FEDERAL COST: The estimated annual cost to the Federal government is $700.
If you are conducting a focus group, survey, or plan to employ statistical
methods, please provide answers to the following questions:
SELECTION OF YOUR TARGETED RESPONDENTS:
1. Do you have a customer list or something similar that defines the universe of
potential respondents and do you have a sampling plan for selecting from this
universe? [X] Yes [ ] No

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If the answer is yes, please provide a description of both below (or attach the sampling
plan). If the answer is no, please provide a description of how you plan to identify your
potential group of respondents and how you will select them.
We plan to compile a list of email addresses submitted to TTB and held in the following
systems: GovDelivery, Permits Online, Integrated Revenue Information System (IRIS),
COLAs Online, and Formulas Online. This list will predominantly contain email
addresses of individuals who are alcohol or tobacco permit or brewer’s notice holders.
However, this list may also contain email addresses of individuals who are otherwise
associated with permit or notice holders, such as private consultants and attorneys.
TTB will examine the overall list and any duplicate email addresses will be removed.
Once the list of email addresses is perfected, we plan to send an email survey invitation
to all email addresses on the list. The invitation will contain a direct link to the survey,
which will be hosted by SurveyMonkey, an external website.
ADMINISTRATION OF THE INSTRUMENT
1. How will you collect the information? (Check all that apply)
[X] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain:
_______________________________________________________.
2. Will interviewers or facilitators be used? [ ] Yes

[X] No

Please make sure that all instruments, instructions, and scripts are submitted
with the request.

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Instructions for completing Request for Approval under the “Generic Clearance for
the Collection of Routine Customer Feedback”
TITLE OF INFORMATION COLLECTION: Provide the name of the collection that is
the subject of the request. (e.g. Comment card for soliciting feedback on xxxx)
PURPOSE: Provide a brief description of the purpose of this collection and how it will
be used. If this is part of a larger study or effort, please include this in your explanation.
DESCRIPTION OF RESPONDENTS: Provide a brief description of the targeted group
or groups for this collection of information. These groups must have experience with
the program.
TYPE OF COLLECTION: Check one box. If you are requesting approval of other
instruments under the generic, you must complete a form for each instrument.
CERTIFICATION: Please read the certification carefully. If you incorrectly certify, the
collection will be returned as improperly submitted or it will be disapproved.
Personally Identifiable Information: Provide answers to the questions. Note:
Agencies should only collect PII to the extent necessary, and they should only retain PII
for the period of time that is necessary to achieve a specific objective.
Gifts or Payments: If you answer yes to the question, please describe the incentive
and provide a justification for the amount.
BURDEN HOURS:
Category of Respondents: Identify who you expect the respondents to be in terms of
the following categories: (1) Individuals or Households; (2) Private Sector; (3) State,
local, or tribal governments; or (4) Federal Government. Only one type of respondent
can be selected per row.
No. of Respondents: Provide an estimate of the Number of respondents.
Participation Time: Provide an estimate of the amount of time required for a
respondent to participate (e.g. fill out a survey or participate in a focus group)
Burden: Provide the Annual burden hours: Multiply the Number of responses and the
participation time and divide by 60.
FEDERAL COST: Provide an estimate of the annual cost to the Federal government.
If you are conducting a focus group, survey, or plan to employ statistical
methods, please provide answers to the following questions:
SELECTION OF YOUR TARGETED RESPONDENTS: Please provide a description of
how you plan to identify your potential group of respondents and how you will select
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them. If the answer is yes, to the first question, you may provide the sampling plan in
an attachment.
ADMINISTRATION OF THE INSTRUMENT: Identify how the information will be
collected. More than one box may be checked. Indicate whether there will be
interviewers (e.g. for surveys) or facilitators (e.g., for focus groups) used.
Submit all instruments, instructions, and scripts are submitted with the request.

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