Improving Customer Experience (OMB Circular A-11, Section 280 Implementation

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience.docx	Supporting Statement B	Uploaded 2020-03-26	Available
0960- NEW Supporting Statement for Inproving Customer Experience.docx	Supporting Statement A	Uploaded 2020-07-24	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
261079	Electronic Protective Filing Tool (ePFT) End of Task Survey	Other-Electronic Protective Filing Tool (ePFT) End of Task Surve	New
261001	iClaim End of Task Survey	Other-iClaim End of Task Survey	New
260976	Community Based Organization - Community of Practice Survey	Other-Community of Practice Survey	New
260335	Partner Survey Questions: Tribal and Community Service Locations	Other-Partner Survey Questions: Tribal/Community Service Locatio	New
260267	Extra Help End of Task Survey	Other-Extra Help End of Task Survey	New
260266	iAppeals End of Task Survey	Other-iAppeals End of Task Survey	New
260265	Mobile Wage Reporting End of Task Survey	Other-Mobile Wage Reporting End of Task Survey	New
259924	Internet Social Security Number Replacement Card (iSSNRC) End of Task Survey	Other-iSSNRC End of Task Survey	New
259743	eForms Customer Satisfaction Survey	Other-eForms Customer Satisfaction Survey	New
259470	QuickScan End of Task Survey	Other-QuickScan End of Task Survey	New
258038	Online Continuing Disability (CDR)/i454 End of Task Survey	Other-Online Continuing Disability (CDR) i454 End of Task Survey	New
257419	Intercept Survey	Other-Intercept Survey	New
257418	SSA.gov Feedback Button Survey	Other-SSA.gov Feedback Button Survey	New
257228	Understanding Experiences of Living with Impairments in the United States Research Study	Other-Appendix A: Invitiation Letter	New
257028	Business Services Online (BSO) survey	Other-Decription of Business Services Online (BSO) Survey	New
256943	eAccess Page Level Survey	Other-eAccess Page Level Survey	New
256937	eAccess End of Task Survey	Other-eAccess End of Task Survey	New
256706	eSubmit Survey	Other-eSubmit Survey	New
256485	Video Service Delivery (VSD) Interviews Survey	Other-Medallia Survey for Video Service Delivery Interviews	New
256483	Enterprise Scheduling System Survey	Other-Enterprise Scheduling System Survey	New
256240	Social Security Customer Feedback Surveys (Page Level Survey)	Other-Page Level Survey	New
256229	SSA.gov Beta Site Intercept Survey	Other-SSA.gov Beta Site Intercept Survey	New
255688	my Social Security Survey	Other-my Social Security Survey	New
255403	Always On Survey	Other-Always On Survey	New
255328	Business Services Online (BSO) Survey	Other-Business Services Online (BSO) Survey	New
255321	Medallia Survey for Video Interviews	Other-Decription of Medallia Survey for Video Interviews	New
254751	iClaim End of Task Survey	Other-iClaim End of Task Survey	New
254418	Always On Survey (VIPr kiosk or VIPr mobile check in application)	Other-Always On Survey	New
254298	Electronic Protective Filing Tool (ePFT) End of Task Survey	Other-Electronic Protective Filing Tool (ePFT) End of Task Surve	New
253885	Extra Help End of Task Survey	Other-Extra Help End of Task Survey	New
253733	Mobile Wage Reporting App Survey	Other-Mobile Wage Reportign App Survey	New
253731	Electronic Protective Filing Tool (ePFT) End of Task Survey	Other-Electronic Protective Filing Tool (ePFT) End of Task Surve	New
253729	iAppeals End of Task Survey	Other-iAppeals End of Task Survey	New
252831	SSA's Public Credentialing and Authentication Process End of Task Survey	Other-SSA’s Public Credentialing and Authentication Process end	New
252300	Always On Survey	Other-Always on Survey 2022	New
251264	Eligibility Screener Survey	Other-Eligibility Screener Survey	New
251208	Social Security Customer Feedback Surveys (Always On Survey)	Other-Always on Survey 2022	New
251162	eForms Customer Satisfaction Survey	Other-eForms Customer Satisfaction Survey	New
250499	eForms Customer Satisfaction Survey	Other-eForms Customer Satisfaction Survey	New
249158	Beta Site Intercept Survey	Other-Beta Site Intercept Survey	New
247656	OHO Post-Online Video Hearing Survey	Other-OHO Online Video Hearing Survey- Claimant	New
246851	Always On Survey and Intercept survey	Other-Always On Survey	New
246814	OHO Post-Online Video Hearing Survey	Other-OHO Post-Online Video Hearing Survey	New
243765	Online Services Customer Satisfaction Survey	Other-Survey	New
240341	Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)		New

ICR Details

OMB Control No: 0960-0818	ICR Reference No: 202003-0960-001
Status: Historical Active	Previous ICR Reference No:
Agency/Subagency: SSA	Agency Tracking No:
Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 07/24/2020
Retrieve Notice of Action (NOA)	Date Received in OIRA: 06/09/2020
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	07/31/2023	36 Months From Approved
Responses	17,866,680	0	0
Time Burden (Hours)	3,426,575	0	0
Cost Burden (Dollars)	8,993,039	0	0

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Abstract: A modern, streamlined and responsive customer experience means: raising government-wide customer experience to the average of the private sector service industry; developing indicators for high-impact Federal programs to monitor progress towards excellent customer experience and mature digital services; and providing the structure (including increasing transparency) and resources to ensure customer experience is a focal point for agency leadership. This proposed information collection activity provides a means to garner customer and stakeholder feedback in an efficient, timely manner in accordance with the Administration’s commitment to improving customer service delivery as discussed in Section 280 of OMB Circular A-11 at https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf

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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:
	85 FR 15556	03/18/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 35360	06/09/2020
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 45

table that charts list of burden

IC Title	Form No.	Form Name
Business Services Online (BSO) Survey
Business Services Online (BSO) survey
Social Security Customer Feedback Surveys (Page Level Survey)
Always On Survey
Always On Survey
Always On Survey (VIPr kiosk or VIPr mobile check in application)
Always On Survey and Intercept survey
Beta Site Intercept Survey
Community Based Organization - Community of Practice Survey
Electronic Protective Filing Tool (ePFT) End of Task Survey
Electronic Protective Filing Tool (ePFT) End of Task Survey
Electronic Protective Filing Tool (ePFT) End of Task Survey
Eligibility Screener Survey
Enterprise Scheduling System Survey
Extra Help End of Task Survey
Extra Help End of Task Survey
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Intercept Survey
Internet Social Security Number Replacement Card (iSSNRC) End of Task Survey
Medallia Survey for Video Interviews
Mobile Wage Reporting App Survey
Mobile Wage Reporting End of Task Survey
OHO Post-Online Video Hearing Survey
OHO Post-Online Video Hearing Survey
Online Continuing Disability (CDR)/i454 End of Task Survey
Online Services Customer Satisfaction Survey
Partner Survey Questions: Tribal and Community Service Locations
QuickScan End of Task Survey
SSA's Public Credentialing and Authentication Process End of Task Survey
SSA.gov Beta Site Intercept Survey
SSA.gov Feedback Button Survey
Social Security Customer Feedback Surveys (Always On Survey)
Understanding Experiences of Living with Impairments in the United States Research Study
Video Service Delivery (VSD) Interviews Survey
eAccess End of Task Survey
eAccess Page Level Survey
eForms Customer Satisfaction Survey
eForms Customer Satisfaction Survey
eForms Customer Satisfaction Survey
eSubmit Survey
iAppeals End of Task Survey
iAppeals End of Task Survey
iClaim End of Task Survey
iClaim End of Task Survey
my Social Security 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	17,866,680	0	0	17,866,680	0	0
Annual Time Burden (Hours)	3,426,575	0	0	3,426,575	0	0
Annual Cost Burden (Dollars)	8,993,039	0	0	8,993,039	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: This is a new collection in a program change of 3,426,575 burden hours

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Annual Cost to Federal Government: $8,933,039

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.     No

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? No

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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: 06/09/2020

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