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_06242019.docx	Supporting Statement B	Uploaded 2020-05-14	Available
Supporting Statement - Improving Customer Experience.docx	Supporting Statement A	Uploaded 2020-05-14	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
252117	A11-20-10 Refundable Credits Examination Operations Toll-Free Survey	Other-Attchment	New
250168	A11-20-8 PPS Toll-Free Survey	Other-Attachment	New
249466	A11-20-14 Direct Pay	Other-Attachment	New
249346	A11-20-13 Mobile Survey in Spanish	Other-Attachment	New
249345	A11-20-11 Main Survey in Spanish	Other-Attachment	New
249195	A11-20-12 Mobile Survey in English	Other-Attachment	New
249194	A11-20-9 TEGE Toll-Free Survey	Other-Attachment	New
249052	A11-20-16 Appeals Survey 2022 - revised	Other-Attachment	New
249050	A11-20-16 Appeals Survey 2021	Other-Attachment	New
248107	A11-20-7 E-Help Survey	Other-Attachment	New
247926	A11-20-17 Tax Pro Account Survey	Other-Attachment	New
247919	A11-20-6 FA Comment Card	Other-Attachment	New
245151	A11-20-15 Automated Collection System (ACS) Interactive Voice Response (IVR)	Other-Attachment	New
243664	A11-20-5 Online Account Foresee Survey	Other-Attachment	New
243663	A11-20-4 IRS_gov Foresee Customer Satisfaction Survey	Other-Attachment	New
243662	A11-20-3 Accounts Management Toll-Free Survey	Other-Attachment	New
243661	A11-20-2 Field Assistance Appointment Services Follow-Up Survey	Other-Attachment	New
243660	A11-20-1 Field Assistance Appointment Services Toll-Free Survey	Other-Attachment	New

ICR Details

OMB Control No: 1545-2290	ICR Reference No: 202005-1545-007
Status: Historical Active	Previous ICR Reference No:
Agency/Subagency: TREAS/IRS	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 without change	Conclusion Date: 07/23/2020
Retrieve Notice of Action (NOA)	Date Received in OIRA: 06/11/2020
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	679,485	0	0
Time Burden (Hours)	104,155	0	0
Cost Burden (Dollars)	0	0	0

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Abstract: In March 2018, the Administration of President Trump launched the President’s Management Agenda (PMA) and established new Cross-Agency Priority (CAP) Goals. These Presidential actions and requirements establish an ongoing process of collecting customer insights and using them to improve services. This new request will enable the Internal Revenue Service to act in accordance with OMB Circular A-11 Section 280 to ultimately transform the experience of its customers to improve both efficiency and mission delivery and increase accountability by communicating about these efforts with the public.

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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:
	85 FR 14523	03/12/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 35698	06/11/2020
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 18

table that charts list of burden

IC Title	Form No.	Form Name
A11-20-1 Field Assistance Appointment Services Toll-Free Survey
A11-20-10 Refundable Credits Examination Operations Toll-Free Survey
A11-20-11 Main Survey in Spanish
A11-20-12 Mobile Survey in English
A11-20-13 Mobile Survey in Spanish
A11-20-14 Direct Pay
A11-20-15 Automated Collection System (ACS) Interactive Voice Response (IVR)
A11-20-16 Appeals Survey 2021
A11-20-16 Appeals Survey 2022 - revised
A11-20-17 Tax Pro Account Survey
A11-20-2 Field Assistance Appointment Services Follow-Up Survey
A11-20-3 Accounts Management Toll-Free Survey
A11-20-4 IRS_gov Foresee Customer Satisfaction Survey
A11-20-5 Online Account Foresee Survey
A11-20-6 FA Comment Card
A11-20-7 E-Help Survey
A11-20-8 PPS Toll-Free Survey
A11-20-9 TEGE Toll-Free 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	679,485	0	0	0	679,485	0
Annual Time Burden (Hours)	104,155	0	0	0	104,155	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: No

Burden Reduction Due to:

Short Statement: In March 2018, the Administration of President Trump launched the President’s Management Agenda (PMA) and established new Cross-Agency Priority (CAP) Goals. Excellent service was established as a core component of the mission, service, stewardship model that frames the entire PMA, embedding a customer-focused approach in all of the PMA’s initiatives. These Presidential actions and requirements establish an ongoing process of collecting customer insights and using them to improve services. This new request will enable the Internal Revenue Service (hereafter “the Agency”) to act in accordance with OMB Circular A-11 Section 280 to ultimately transform the experience of its customers to improve both efficiency and mission delivery and increase accountability by communicating about these efforts with the public.

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Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? No

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: 06/11/2020

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