Public Assistance Customer Satisfaction Surveys

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form FEMA Form 519-0-35 Public Assistance Assessment Customer Satisfaction Survey	Form	Unchanged	Available
Form FEMA Form 519-0-35 Public Assistance Assessment Customer Satisfaction Survey	Form	Unchanged	Available
Form FEMA Form 519-0-34 Public Assistance Assessment Customer Satisfaction Survey (Telephone)	Form	Unchanged	Available
Form FEMA Form 519-0-34 Public Assistance Assessment customer Satisfaction Survey (Telephone)	Form and Instruction	Modified	Available
Form FEMA Form 519-0-33 Public Assistance Initial Customer Satisfaction Survey	Form	Unchanged	Available
Form FEMA Form 519-0-33 Public Assistance Initial Customer Satisfaction Survey	Form	Unchanged	Available
Form FEMA Form 519-0-32 Public Assistance Initial Customer Satisfaction Survey (Telephone)	Form	Unchanged	Available
Form FEMA Form 519-0-32 Public Assistance Initial Customer Satisfaction Survey (Telephone)	Form and Instruction	Modified	Available
OMB83c-PA16600107v2.pdf	Justification for No Material/Nonsubstantive Change	Uploaded 2019-07-02	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
226191	Interviews	Other-Interviews	Unchanged
226190	Interviews	Other-Interviews	Unchanged
226189	Focus Groups	Other-Focus Groups	Unchanged
226188	Focus Groups	Other-Focus Groups	Unchanged
226187	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	Form	Unchanged	Public Assistance Assessment Customer Satisfaction Survey
226186	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	Form	Unchanged	Public Assistance Assessment Customer Satisfaction Survey
226185	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	Form	Unchanged	Public Assistance Assessment Customer Satisfaction Survey (Telephone)
226184	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	Form and Instruction	Modified	Public Assistance Assessment customer Satisfaction Survey (Telephone)
226183	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	Form	Unchanged	Public Assistance Initial Customer Satisfaction Survey
226182	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	Form	Unchanged	Public Assistance Initial Customer Satisfaction Survey
226181	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	Form	Unchanged	Public Assistance Initial Customer Satisfaction Survey (Telephone)
226180	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	Form and Instruction	Modified	Public Assistance Initial Customer Satisfaction Survey (Telephone)

ICR Details

OMB Control No: 1660-0107	ICR Reference No: 201907-1660-001
Status: Historical Active	Previous ICR Reference No: 201703-1660-002
Agency/Subagency: DHS/FEMA	Agency Tracking No:
Title: Public Assistance 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: 11/12/2019
Retrieve Notice of Action (NOA)	Date Received in OIRA: 08/06/2019
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	09/30/2020	09/30/2020	09/30/2020
Responses	7,604	0	7,604
Time Burden (Hours)	2,093	0	2,093
Cost Burden (Dollars)	11,664	0	11,664

---

Abstract: This collection of information enables the Agency to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the Agency's programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning of issues with service, or focus attention on areas where communication, training or changes in operations might improve delivery of products or services. These collections will allow for ongoing, collaborative and actionable communications between the Agency and its customers and stakeholders. It will also allow feedback to contribute directly to the improvement of program management.

---

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

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	81 FR 88696	12/08/2016
30-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 12823	03/07/2017
Did the Agency receive public comments on this ICR? Yes

---

Number of Information Collection (IC) in this ICR: 12

table that charts list of burden

IC Title	Form No.	Form Name
Focus Groups
Focus Groups
Interviews
Interviews
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	FEMA Form 519-0-34	Public Assistance Assessment customer Satisfaction Survey (Telephone)
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	FEMA Form 519-0-34	Public Assistance Assessment Customer Satisfaction Survey (Telephone)
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	FEMA Form 519-0-35	Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	FEMA Form 519-0-35	Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	FEMA Form 519-0-32	Public Assistance Initial Customer Satisfaction Survey (Telephone)
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	FEMA Form 519-0-32	Public Assistance Initial Customer Satisfaction Survey (Telephone)
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	FEMA Form 519-0-33	Public Assistance Initial Customer Satisfaction Survey
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	FEMA Form 519-0-33	Public Assistance Initial Customer Satisfaction Survey

---

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	7,604	7,604	0	0	0	0
Annual Time Burden (Hours)	2,093	2,093	0	0	0	0
Annual Cost Burden (Dollars)	11,664	11,664	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:

---

Annual Cost to Federal Government: $697,526

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.     No

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

---

Common Form ICR:  No

---

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: 08/06/2019

---