Public Assistance Customer Satisfaction Surveys

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form FF-104-FY-21-158 Public Assistance Assessment Customer Satisfaction Survey	Form	Modified	Repair queued
Form FEMA Form 519-0-35 Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	Form	Unchanged	Repair queued
Form FF-104-FY-21-158 Public Assistance Assessment Customer Satisfaction Survey	Form	Modified	Repair queued
Form FEMA Form 519-0-35 Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	Form	Unchanged	Repair queued
Form FF-104-FY-21-157 Public Assistance Assessment Customer Satisfaction Survey	Form	Modified	Repair queued
Form FEMA Form 519-0-34 Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	Form	Unchanged	Repair queued
Form FF-104-FY-21-157 Public Assistance Assessment Customer Satisfaction Survey	Form	Modified	Repair queued
Form FEMA Form 519-0-34 Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	Form and Instruction	Unchanged	Available
Form FF-104-FY-21-156 Public Assistance Initial Customer Satisfaction Survey	Form	Modified	Repair queued
Form FEMA Form 519-0-33 Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	Form	Unchanged	Repair queued
Form FF-104-FY-21-156 Public Assistance Initial Customer Satisfaction Survey	Form	Modified	Repair queued
Form FEMA Form 519-0-33 Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	Form	Unchanged	Repair queued
Form FF-104-FY-21-155 Public Assistance Initial Customer Satisfaction Survey (phone)	Form	Modified	Repair queued
Form FEMA Form 519-0-32 Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	Form	Unchanged	Repair queued
Form FF-104-FY-21-155 Public Assistance Initial Customer Satisfaction Survey (phone)	Form	Modified	Repair queued
Form FEMA Form 519-0-32 Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	Form and Instruction	Unchanged	Repair queued
1660-0107 Supporting Statement A Final.pdf	Supporting Statement A	Uploaded 2020-09-22	Repair queued
1660-0107 Supporting Statement B Final.pdf	Supporting Statement B	Uploaded 2020-09-22	Repair queued
Published 60 Day.pdf	Supplementary Document	Uploaded 2020-09-17	Repair queued
Published 30 Day.pdf	Supplementary Document	Uploaded 2020-09-17	Repair queued

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	Modified	Public Assistance Assessment Customer Satisfaction Survey
226187	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	Form	Unchanged
226186	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	Form	Modified	Public Assistance Assessment Customer Satisfaction Survey
226186	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	Form	Unchanged
226185	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	Form	Modified	Public Assistance Assessment Customer Satisfaction Survey
226185	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	Form	Unchanged
226184	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	Form	Modified	Public Assistance Assessment Customer Satisfaction Survey
226184	Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	Form and Instruction	Unchanged
226183	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	Form	Modified	Public Assistance Initial Customer Satisfaction Survey
226183	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	Form	Unchanged
226182	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	Form	Modified	Public Assistance Initial Customer Satisfaction Survey
226182	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	Form	Unchanged
226181	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	Form	Modified	Public Assistance Initial Customer Satisfaction Survey (phone)
226181	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	Form	Unchanged
226180	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	Form	Modified	Public Assistance Initial Customer Satisfaction Survey (phone)
226180	Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	Form and Instruction	Unchanged

ICR Details

OMB Control No: 1660-0107	ICR Reference No: 202009-1660-004
Status: Historical Active	Previous ICR Reference No: 201907-1660-001
Agency/Subagency: DHS/FEMA	Agency Tracking No:
Title: Public Assistance 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 with change	Conclusion Date: 10/21/2021
Retrieve Notice of Action (NOA)	Date Received in OIRA: 09/30/2020
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2024	36 Months From Approved	10/31/2021
Responses	4,034	0	7,604
Time Burden (Hours)	1,902	0	2,093
Cost Burden (Dollars)	11,664	0	11,664

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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.

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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 5461	01/30/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 37102	06/19/2020
Did the Agency receive public comments on this ICR? No

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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)	FF-104-FY-21-157	Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)	FF-104-FY-21-157	Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	FF-104-FY-21-158	Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)	FF-104-FY-21-158	Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	FF-104-FY-21-155	Public Assistance Initial Customer Satisfaction Survey (phone)
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)	FF-104-FY-21-155	Public Assistance Initial Customer Satisfaction Survey (phone)
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	FF-104-FY-21-156	Public Assistance Initial Customer Satisfaction Survey
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)	FF-104-FY-21-156	Public Assistance Initial Customer Satisfaction 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	4,034	7,604	0	-3,570	0	0
Annual Time Burden (Hours)	1,902	2,093	0	-191	0	0
Annual Cost Burden (Dollars)	11,664	11,664	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: Miscellaneous Actions

Short Statement: The overall burden change for the Public Assistance Surveys is largely due to population adjustments, which resulted in a decrease to burden hours. The previous population estimations included years with very high disaster activity. The current collection uses FY 2018-2019 for population and response rate calculations because those are the years in which we have historical data for both surveys. We only had one PA customer satisfaction survey prior to FY 2018. The current collection assumes a 52.56% response rate for the PAI Survey and a 50.35% response rate for the PAA Survey, which is a considerable decline from the previous collection (70.17%). In general, response rates for telephone surveys have been declining over the past several decades (Kennedy & Hartig, 2019; Curtin et al., 2005). Possible explanations for the response rate decline include a growing refusal among respondents to participate and difficulties in contacting individuals due to the increased use of answering machines, call screening devices, and cellular telephones (Tourangeau, 2004; Ehlen & Ehlen, 2007). In addition, new technologies sometimes mistakenly flag survey calls- even those conducted by the government- as “spam” (Kennedy & Hartig, 2019). As a result, lower population estimates and response rates led to a decrease in estimated burden for the revised collection. It is important to note that disaster activity can vary greatly from year to year, so population sizes can shift rather easily. Despite population shifts, the goal is always to survey the entire qualified population.

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Annual Cost to Federal Government: $775,261

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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