Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Form FEMA Form 519-0-41 Assessment Survey (Electronic) Form and Instruction	Modified
Form FEMA Form 519-0-40 Assessment Survey (Phone Survey) Form and Instruction	Modified
Form FEMA Form 519-0-39 Contact Survey (Electronic) Form and Instruction	Modified
Form FEMA Form 519-0-38 Contact Survey (Phone Survey) Form and Instruction	Modified
Form FEMA Form 519-0-37 Initial Survey Electronic Form and Instruction	Modified
Form FEMA Form 519-0-36 Initial Survey (Phone) Form and Instruction	Modified
Published 60 Day.pdf Supplementary Document	2020-09-14
Published 30 Day.pdf Supplementary Document	2020-09-14
Narrative of Changes 1660-0143.xlsx Supplementary Document	2020-09-14
Sandy Recovery Improvement Act of 2013 P.L. 113-2.pdf Supplementary Document	2017-05-17
Memorandum of March 1995, Improving Customer Service .pdf Supplementary Document	2017-05-17
GPRA Modernization Act 2010 1-5-2010.pdf Supplementary Document	2017-05-17
GPRA 1993 PL103_62.pdf Supplementary Document	2017-05-17
FEMA 44 CFR 206.101-IA-IHP.pdf Supplementary Document	2017-05-17
Executive Order 13571 April 27, 2011.pdf Supplementary Document	2017-05-17
Executive Order 13411 2006.pdf Supplementary Document	2017-05-17
Executive Order 12862.pdf Supplementary Document	2017-05-17
E-Government 2002.pdf Supplementary Document	2017-05-17
Supporting Statement Part B 1660-0143..docx Supporting Statement B	2020-09-14
Supporting Statement Part A 1660-0143 Final Final.docx Supporting Statement A	2020-09-14

IC Document Collections

IC ID	Document Title	Status
226885	On-Line interviews	Removed
226884	One-on-One Interviews	Modified
226883	Focus Group for 2 Hrs. Plus Travel 1 Hr.	Modified
226850	Assessment Survey (Electronic) Form and Instruction	Modified
226848	Assessment Survey (Phone Survey) Form and Instruction	Modified
226847	Contact Survey (Electronic) Form and Instruction	Modified
226843	Contact Survey (Phone Survey) Form and Instruction	Modified
226842	Initial Survey Electronic Form and Instruction	Modified
226811	Initial Survey (Phone) Form and Instruction	Modified

ICR Details

OMB Control No: 1660-0143	ICR Reference No: 202005-1660-004
Status: Received in OIRA	Previous ICR Reference No: 201705-1660-004
Agency/Subagency: DHS/FEMA	Agency Tracking No:
Title: Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 09/30/2020

	Requested	Previously Approved
Expiration Date	36 Months From Approved	01/31/2021
Responses	38,864	24,096
Time Burden (Hours)	8,982	8,095
Cost Burden (Dollars)	0	0

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Abstract: Federal agencies are required to survey their customers to determine the kind and quality of services customers want and their level of satisfaction with those services. Analysis from the survey is used to measure FEMA's survivor-centric mission of being accessible, simple, timely and effective in meeting the needs of survivors.

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Authorizing Statute(s): None

Citations for New Statutory Requirements: EO: EO 13571 Name/Subject of EO: Streamlining Service Delivery and Improving Customer Service
EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards

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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 7778	02/11/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 30730	05/20/2020
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 8

IC Title	Form No.	Form Name
Contact Survey (Electronic)	FEMA Form 519-0-39	Contact Survey (Electronic)
Assessment Survey (Phone Survey)	FEMA Form 519-0-40	Assessment Survey (Phone Survey)
Initial Survey Electronic	FEMA Form 519-0-37	Intital Survey-Electronic
Contact Survey (Phone Survey)	FEMA Form 519-0-38	Contact Survey (Phone Survey)
Assessment Survey (Electronic)	FEMA Form 519-0-41	Assessment Survey (Electronic)
Initial Survey (Phone)	FEMA Form 519-0-36	Initial Survey (Phone Survey)
One-on-One Interviews
Focus Group for 2 Hrs. Plus Travel 1 Hr.
On-Line interviews

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ICR Summary of Burden

	Total Request	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	38,864	24,096	0	15,536	-768	0
Annual Time Burden (Hours)	8,982	8,095	0	1,655	-768	0
Annual Cost Burden (Dollars)	0	0	0	0	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: Yes

Burden Reduction Due to: Changing Forms

Short Statement: The overall burden changed for the IA surveys. This revised collection is based on historical methods used by the agency and future usage of new methods, new response rates obtained from the previous new collection, and changes to sampling methodology to accommodate managements use of data to make decisions. The previous collection was composed of 3 types of qualitative designs: online interviews, focus groups, and one-on-one interviews. The revised collection will eliminate online interviews and increase one-on-one interviews, and reduce focus groups based on estimated/proposed funding for incentives. The target of annual respondents was 24,096 in the previous collection. The current collection has an annual target of 38,864 respondents. Total Program Increase to Burden Hours = 8,982 (current) – 8,095 (previous) = 887 Total Program Increase to Cost = $337,274 (current) – $274,585 (previous) = $62,689

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Annual Cost to Federal Government: $1,785,889

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? 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: 09/30/2020

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