IC Submission Template

BUREAU OF CONSUMER FINANCIAL PROTECTION
REQUEST FOR APPROVAL UNDER THE
“GENERIC INFORMATION COLLECTION PLAN FOR THE COLLECTION OF
QUALITATIVE FEEDBACK ON THE SERVICE DELIVERY OF THE CONSUMER
FINANCIAL PROTECTION BUREAU”
(OMB Control Number: 3170-0024)
1. TITLE OF INFORMATION COLLECTION: Consumer Response Call Center
Satisfaction Survey
2. PURPOSE:
This survey will gauge consumers’ satisfaction with the level of service they receive from a
Consumer Guide with whom they speak over the phone when they call the CFPB call center. The
responses collected from this survey will be used to determine what additional training
opportunities, informational resources, or system functionality used by the Consumer Guides
might be needed in order to improve the level of service that Consumer Guides are able to
provide consumers.
3. DESCRIPTION OF RESPONDENTS:
Respondents are consumers who speak English and who call CFPB to submit a complaint,
submit a Tell Your Story narrative, or who have an inquiry. This survey is a pilot survey for part
of a larger survey program in which future surveys will be offered in both English and Spanish.
For this initial pilot survey, offering the survey in Spanish would result in significantly increased
costs to the federal government.
4. TYPE OF COLLECTION (ADMINISTRATION OF THE COLLECTION
INSTRUMENT):
a.

How will you collect the information? Check all that apply.
[
[
[
[

b.

] Web-based or other forms of Social Media
[X] Telephone
] In-person
[ ] Mail
] Small Discussion Group
[ ] Focus Group
] Other (please explain) __________________________________

Will interviewers or facilitators be used?
[ ] Yes [X] No [ ] Not Applicable

5. FOCUS GROUP OR SURVEY:

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If you plan to conduct a focus group or survey, please provide answers to the following
questions:
a. 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 [ ] Not Applicable
b. If yes, please provide a description below. If no, please provide a description of how you
plan to identify your potential group of respondents and how you will select them.
All English-speaking consumers who call the CFPB call center will be given the opportunity
to opt in to take the survey. The “opt in” question will be offered at the beginning of the
consumer’s call to the CFPB during the recorded introduction. If they choose to opt in, they
will be directed to remain on the telephone line after their dialogue with the Consumer
Guide is complete. The total number of respondents is estimated at 1,500; this is based on an
average of 25,000 inbound calls per month, assumed response rate of 3%, and running the
survey for approximately two months.
6. INFORMATION COLLECTION PROCEDURES:
The survey will be collected by an interactive voice response (IVR) system when
consumers call into the CFPB call center.
7. PERSONALLY IDENTIFIABLE INFORMATION:
a. Is personally identifiable information (PII) collected? [ ] Yes [X] No
b. If yes, is the information that will be collected included in records that are subject to the
Privacy Act of 1974?
[ ] Yes [X] No [ ] Not Applicable
c. Has a System or Records Notice (SORN) been published?
[ ] Yes [X ] No [ ] Not Applicable
If yes, list the SORN title and the Federal Register (FR) citation:
Title: _________________________________________________________
__ FR _____.
d. If applicable, please provide a link to the Privacy Impact Assessment.
8. INCENTIVES:
a. Is an incentive provided to participants? [ ] Yes [X] No
b. If yes, provide a statement justifying the use and amount of the incentive and the
amount or value of the incentive: $___________.
9. ASSURANCES OF CONFIDENTIALITY:

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a. Will a pledge of confidentiality be made to respondents? [ ] Yes [X] No
b. If yes, please cite the statue, regulation, or contractual terms supporting the pledge.
10. JUSTIFICATION OF SENSITIVE QUESTIONS (if applicable):
11. BURDEN HOURS:
Collection of Information

Call Center Satisfaction
Survey
Totals

Number of
Respondents

Frequency

Number of
Annual
Responses

1,500

1X

1,500

Average
Response
Time
(hours)
.05

1,500

////////////////

1,500

///////////////

Burden
(hours)

The total number of respondents is estimated at 1,500; this is based on an average of 25,000
inbound calls per month, assumed response rate of 3%, and running the survey for approximately
two months.
12. FEDERAL COST: The estimated annual cost to the Federal government is
$__37,000______.

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13. CERTIFICATION:
CERTIFICATION PURSUANT TO 5 CFR 1320.9, AND THE RELATED PROVISIONS OF
5 CFR 1320.8(b)(3):
By submitting this document, the Bureau certifies the following to be true:
(a) It is necessary for the proper performance of agency functions;
(b) It avoids unnecessary duplication;
(c) It uses plain, coherent, and unambiguous terminology that is understandable to
respondents;
(d) Its implementation will be consistent and compatible with current reporting and
recordkeeping practices;
(e) It indicates the retention period for recordkeeping requirements;
(f) It informs respondents of the information called for under 5 CFR 1320.8(b)(3):
(i) Why the information is being collected;
(ii) Use of information;
(iii) Burden estimate;
(iv) Nature of response (voluntary);
(v) Nature and extent of confidentiality; and
(vi) Need to display currently valid OMB control number;
(g) 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;
(h) It uses effective and efficient statistical survey methodology; and
(i) It makes appropriate use of information technology.
CERTIFICATION FOR INFORMATION COLLECTIONS SUBMITTED UNDER A GENERIC
INFORMATION COLLECTION PLAN
By submitting this document, the Bureau certifies the following to be true:
• The collection is voluntary.
• The collection is low-burden for respondents.
• The collection is non-controversial and does not raise issues of concern to other Federal
agencies.
• Information gathered will not be used for the purpose of substantially informing
influential policy decisions.
• The collection is not statistically significant; the results are not intended to be
generalizable beyond the survey population.
• The results will not be used to measure regulatory compliance or for program
evaluation.

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