Generic Application

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 1660-0130)
TITLE OF INFORMATION COLLECTION: Interactive Voice Response (IVR) Post-Call
Satisfaction Survey, FEMA Form XXX-X-XX.
PURPOSE:
The purpose of the Interactive Voice Response (IVR) survey is to measure customer satisfaction
with service provided immediately after a call with FEMA. This collection will yield the
information needed for the assessment of this pilot program. Through this generic clearance, we
will identify strengths and weaknesses of the FEMA Call Center. This is strictly a voluntary
collection of information from customers who call into FEMA’s main call center number. The
survey will target areas of customer service as it relates to timeliness, comprehension, and
communication.
Results will be used internally to provide insights into the customer service delivery model for
disaster survivors. Without this vital feedback provided by the caller, the Agency will not have
the information needed to address real time issues with services to meet our customers’ needs.
The results will also give insight regarding how customers feel about speaking with FEMA
agents, as well as training opportunities. Failure to bridge these gaps can result in a call center
that is distanced from its customers’ needs and expectations, which would reward efficiency but
fail at effectiveness.
The survey results will be used by the Call Center to improve customer service levels as outlined
in FEMA’s Strategic Plan and Performance Measurements. The continuous process
improvement relates to categories such as:
•
Timeliness
•
Easy to understand information
•
Satisfaction with call resolution
•
Agent courtesy
•
Satisfaction with the overall experience
No Personal Identifiable Information will be collected during the survey.

DESCRIPTION OF RESPONDENTS:
Respondents comprise of all applicants who call into FEMA’s main call center number for
registration intake, help line, and Flood insurance.
All inbound calls will hear an IVR message asking the caller to opt in or opt out of taking a
survey after the call is completed. This message will be heard as part of the transfer process so
the response is associated with the ID of the representative/agent that will be answering the call.
After the agent ends the call, the caller hears the survey announcement and chooses to complete
the survey.

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TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software
[ ] Focus Group

[x] Customer Satisfaction Survey
[ ] Small Discussion 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.
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.

CHAD E FABER Date: 2018.09.12 14:28:48 -05'00'
Name:_____________________________________
Digitally signed by CHAD E FABER

Date:__________________

Chad Faber
Supervisory Management and Program Analyst, Customer Surveys and Analysis
Recovery Analytics Division, FEMA, DHS
Office (940) 891-8956 | mobile (940) 535-8364
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
3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [ ] Yes [ ] No
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
FEMA disaster survivors calling into main number

No. of
Participation
Respondents Time
300,000 per
2.5 minutes
year

Totals
FEDERAL COST: The estimated annual cost to the Federal government is $129,561.82
2

Burden
Hrs
12,500
per year

Annualized Cost to the Federal Government
Performance of Surveys, Analysis and Reporting, Recommendations for Improvement, Desktop Application of Survey
Tools and Maintenance of Tools.
Survey
Title and GS Level
Salary at Number
Fully
Cost (for Salaries
Percent
Administration or
2018
of Staff
Loaded
includes the Wage
of Time
Functions
with
at GS
Wage
Rate Multiplier)
Locality
Level
Rate at
Pay
1.46
Dallas Multiplier
Ft Worth
Total Cost
Supervisor(s) of IVR Supervisor
$105,769
2
1.46
$308,845.48
1.00%
$3,088.45
Survey
GS 13 Step 5
Project
management:
Administer IVR
survey program,
recommend
improvements,
oversee reports and
software application
implementation,
testing and
maintenance of
survey tools
Statistician: OMB
compliance, data
analysis and
reporting.
Survey
Management:
Administer IVR
surveys, prepare
sample, track data,
analyze survey data,
write reports and
recommend
improvements,
software application
implementation,
testing and
maintenance of
survey tools and
survey

Subtotal

Analyst
GS 12 Step 5

$88,947

3

1.46

$389,587.86

15.00%

$58,438.18

Customer Satisfaction
Analyst
GS 12 Step 5

$88,947

1

1.46

$129,862.62

15.00%

$19,479.39

Specialist GS 11 Step
5

$74,210

3

1.46

$325,039.80

5.00%

$16,251.99

$1,153,335.76

9.00%

$97,258.02

$75,590.74
$31,446.75

9.00%

$6,803.17
$2,830.21

$16,594.48

100.00%
100.00%
9.00%

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Other Costs

Facilities [cost for renting, overhead, etc. for data collection activity]
Equipment Maintenance [cost of annual maintenance/service agreements for
equipment]
Other: C3MP IVR Survey Usage / Licenses
Other: Phone Licenses for 3 APS staff
Other: Supplies
Subtotal
Total

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$5,785.32
$3,229.24
$132,646.52

9.00%

$16,594.48
$5,785.32
$290.63
$32,303.81
$129,561.82

If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The 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?
[] Yes [X] No
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?
All disaster survivors who call the FEMA toll free number are offered the opportunity to take a
survey at the end of their call. There will be no sampling from the universe.

Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[ ] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ X] Other, Explain
Interactive Voice Response- The instrument is administered using a prerecorded script.
The respondent is asked to enter their responses using the keypad of the telephone.
2. Will interviewers or facilitators be used? [ ] Yes [x] No

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

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 (in minutes) 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 Respondents and the
Participation Time then 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:
The 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 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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