Generic Clearance of Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Supporting Statement Part A-0960-0526.docx Supporting Statement A	2019-01-24
Supporting Statement Part B-0960-0526.docx Supporting Statement B	2019-01-24
Addendum 0960-0526.docx Supplementary Document	2018-10-25
Category D Comment Card Questionnaire Sample.docx Supplementary Document	2018-10-25
Category D Telephone Questionnaire Sample.docx Supplementary Document	2015-11-17
Category C Mail, Internet, Telphone Sample.docx Supplementary Document	2018-10-25
Category B Telephone Questionnaire Sample.docx Supplementary Document	2018-10-25
Category A Mail Questionnaire Sample.docx Supplementary Document	2018-10-25
Listing of Proposed GC Activities With Totals 2019-2022.docx Supplementary Document	2018-10-25
Listing of Proposed GC Collections.docx Supplementary Document	2018-10-25

IC Document Collections

IC ID	Document Title	Status
244520	Fiscal Year (FY) 2021 800 Number Caller Survey Other-FY21 800# Caller Survey	New
243588	Fiscal Year (FY) 2021 Prospective Client Survey and FY 21 National Disability Forum Other-PCS Questionnaire	New
239765	Social Security Statement Evaluation Survey Other-Social Security Statement Evaluation Survey	New
239251	Fiscal Year (FY) 2020 my Social Security Office Visitor Survey Other-my Social Security Office Visit Survey BEVE Questionnaire	New
237976	Retirement Applicant Survey FY (20) Other-Retirement Survey Correspondence and Questionnaires FY (20	New
237742	Office Visitor Survey FY (20) Other-Office Visitor Surrvey Questionnaires and Coorespondence	New
233376	Customer Satisfaction Survey Template Blank Other- Mail Quiestionnair Sample	New

ICR Details

OMB Control No: 0960-0526	ICR Reference No: 201810-0960-002
Status: Active	Previous ICR Reference No: 201511-0960-010
Agency/Subagency: SSA	Agency Tracking No:
Title: Generic Clearance of Customer Satisfaction Surveys
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 03/13/2019
	Date Received in OIRA: 01/24/2019
Terms of Clearance: In accordance with 5 CFR 1320, the information collection is approved for three years.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	03/31/2022	36 Months From Approved	03/31/2019
Responses	28,709,620	0	28,709,620
Time Burden (Hours)	4,042,212	0	4,042,212
Cost Burden (Dollars)	0	0	0

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Abstract: This is the blanket clearance for SSA's customer service satisfaction assessments (called Generic Clearances).

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	83 FR 53353	10/22/2018
30-day Notice:	Federal Register Citation:	Citation Date:
	83 FR 66330	12/26/2018
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 7

IC Title	Form No.	Form Name
Office Visitor Survey FY (20)
Customer Satisfaction Survey Template Blank
Retirement Applicant Survey FY (20)
Fiscal Year (FY) 2021 800 Number Caller Survey
Fiscal Year (FY) 2020 my Social Security Office Visitor Survey
Social Security Statement Evaluation Survey
Fiscal Year (FY) 2021 Prospective Client Survey and FY 21 National Disability Forum

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ICR Summary 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	28,709,620	28,709,620	0	-176,611,975	176,611,975	0
Annual Time Burden (Hours)	4,042,212	4,042,212	0	-3,388,016	3,388,016	0
Annual Cost Burden (Dollars)	0	0	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: The number of respondents and burden hours increased for this collection because we are planning to conduct more generic clearance activities in the next three years.

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Annual Cost to Federal Government: $8,861,835

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: 01/24/2019

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