Customer Satisfaction Surveys

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
PRESENTATION/TRAINING EVALUATION FORM	Form	Unchanged	Available
Form RI 10-72 2014 Customer Satisfaction Survey	Form and Instruction	Unchanged	Available
Form 0 TSA Applicants Customer Satisfaction Survey	Form and Instruction	Unchanged	Available
Form 0 DFAS Retiree-Annuitant Customer Satisfaction Survey	Form and Instruction	Unchanged	Available
Form 0 Insurance Website Customer Satisfaction Survey	Form and Instruction	Unchanged	Available
Form 0 Rating Federal Retirement Survey	Form and Instruction	Unchanged	Available
Form 0 Services Online Survey	Form and Instruction	Unchanged	Available
Form 0 Open Season Online Survey	Form and Instruction	Unchanged	Available
Form 0 Customer Satisfaction Survey	Form and Instruction	Unchanged	Available
Form 0 PMF Job Fair Finalist Survey	Form and Instruction	Unchanged	Available
Justification_NonSubstantiveChange_RI10-72_2017.docx	Justification for No Material/Nonsubstantive Change	Uploaded 2017-08-03	Available
RI10-072_2017_MarkUp.pdf	Supplementary Document	Uploaded 2017-08-03	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
207539	Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM	Form	Unchanged	PRESENTATION/TRAINING EVALUATION FORM
192594	How Has The United States Office of Personnel Management Served You?	Form and Instruction	Unchanged	2014 Customer Satisfaction Survey
192570	TSA Applicants Customer Satisfaction Survey	Form and Instruction	Unchanged	TSA Applicants Customer Satisfaction Survey
192569	DFAS Retiree-Annuitant Customer Satisfaction Survey	Form and Instruction	Unchanged	DFAS Retiree-Annuitant Customer Satisfaction Survey
192567	Insurance website CSS core survey	Form and Instruction	Unchanged	Insurance Website Customer Satisfaction Survey
192564	Rating Federal Retirement Program	Form and Instruction	Unchanged	Rating Federal Retirement Survey
192563	Retirement Services Online	Form and Instruction	Unchanged	Services Online Survey
192562	Open Season Online Survey	Form and Instruction	Unchanged	Open Season Online Survey
192561	Open Season Express Telephone Survey	Instruction	Unchanged
192560	Customer Satisfaction Survey	Form and Instruction	Unchanged	Customer Satisfaction Survey
192559	PMF Job Fair Survey	Form and Instruction	Unchanged	PMF Job Fair Finalist Survey

ICR Details

OMB Control No: 3206-0236	ICR Reference No: 201708-3206-002
Status: Historical Active	Previous ICR Reference No: 201607-3206-001
Agency/Subagency: OPM	Agency Tracking No: RI 10-72
Title: Customer Satisfaction Surveys
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 09/22/2017
Retrieve Notice of Action (NOA)	Date Received in OIRA: 08/04/2017
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	01/31/2018	01/31/2018	01/31/2018
Responses	650,000	0	650,000
Time Burden (Hours)	55,000	0	55,000
Cost Burden (Dollars)	200,000	0	200,000

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Abstract: RS periodically asks OPM survey psychologists to review the CSS for potential improvements. This was done for the 2013 CSS. Based on the psychologist's suggestions the following non-substantive changes were made. For the 2017 CSS the following changes were made: 1) Text was updated to reflect that this survey will be done entirely by a survey link emailed to annuitants; 2) Two questions from the 2016 CSS [#12 and #13] were deleted because they asked annuitants about their desire for services that we are unlikely or unable to provide; and 3) A page for written comments was deleted. We expect that the emailed survey will generate many more survey returns than in the past. We do not have the resources to analyze thousands of written responses.

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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:
	78 FR 78415	12/26/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 11473	02/28/2014
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 11

table that charts list of burden

IC Title	Form No.	Form Name
Customer Satisfaction Survey	0	Customer Satisfaction Survey
DFAS Retiree-Annuitant Customer Satisfaction Survey	0	DFAS Retiree-Annuitant Customer Satisfaction Survey
How Has The United States Office of Personnel Management Served You?	RI 10-72	2014 Customer Satisfaction Survey
Insurance website CSS core survey	0	Insurance Website Customer Satisfaction Survey
Open Season Express Telephone Survey
Open Season Online Survey	0	Open Season Online Survey
PMF Job Fair Survey	0	PMF Job Fair Finalist Survey
Rating Federal Retirement Program	0	Rating Federal Retirement Survey
Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM	N/A	PRESENTATION/TRAINING EVALUATION FORM
Retirement Services Online	0	Services Online Survey
TSA Applicants Customer Satisfaction Survey	0	TSA Applicants Customer Satisfaction Survey

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ICR Summary of Burden

table that charts list 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	650,000	650,000	0	0	0	0
Annual Time Burden (Hours)	55,000	55,000	0	0	0	0
Annual Cost Burden (Dollars)	200,000	200,000	0	0	0	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: No

Burden Reduction Due to:

Short Statement: The increase in burden request is to allow for both the increasing pool of survey recipients for many of the current ICs, especially retirees, as well open burden for potential future ICs during the 3 year clearance period.

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Annual Cost to Federal Government: $200,000

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.     Yes

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: 08/04/2017

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