Customer Satisfaction Surveys

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form Css 2 User Testing	Form and Instruction	New	Available
Form CSS 2 Consent Unmoderated	Form and Instruction	New	Available
Form CSS 2 Consent Moderated	Form and Instruction	New	Available
Form CSS 2 CX_USAJOBS	Form and Instruction	New	Available
Form CSS2 CX_RS	Form and Instruction	New	Available
Form CSS11 Training and Evaluation Veterans Services	Form	Unchanged	Available
Form CSS11 Training and Evaluation Recruitment	Form	Unchanged	Available
Form CSS10 How Has the US OPM Served You?	Form and Instruction	Unchanged	Available
Form CSS9 TSA Applican CSS	Form and Instruction	Unchanged	Available
Form CSS8 DFAS Retire Annuitant	Form and Instruction	Unchanged	Available
Form CSS7 Insurance Website CSS	Form	Unchanged	Available
Form CSS5 Rating Federal Retirement	Form	Unchanged	Available
Form CSS4 Open Season Online Survey	Form and Instruction	Unchanged	Available
Form CSS6 Services Online	Form	Unchanged	Repair queued
Form CSS3 Open Season Telephone Survey	Form and Instruction	Unchanged	Available
Form RI 10-72 2018 Customer Satisfaction Survey	Form and Instruction	Removed	Available
Form CSS2 Core Customer Satisfation Survey	Form and Instruction	Removed	Available
Form CSS1 PMF Job Fair survey	Form	Unchanged	Available
fast-track-PRA-submission-3206-0236_20200914.docx	Justification for No Material/Nonsubstantive Change	Uploaded 2020-09-14	Available
SupportingStatementA_3206-0236_20200909.docx	Supporting Statement A	Uploaded 2020-09-14	Available
Generic Customer Satisfaction Survey Worksheet 2018 submission.xls	Supplementary Document	Uploaded 2018-01-31	Available
Supporting Statement B for 3206-0236 Improving Customer Experience_20200909.docx	Supporting Statement B	Uploaded 2020-09-14	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
243627	Customer Experience Tool	Form and Instruction	New	User Testing
243627	Customer Experience Tool	Form and Instruction	New	Consent Unmoderated
243627	Customer Experience Tool	Form and Instruction	New	Consent Moderated
243627	Customer Experience Tool	Form and Instruction	New	CX_USAJOBS
243627	Customer Experience Tool	Form and Instruction	New	CX_RS
243627	Customer Experience Tool	Instruction	New
229915	Training Evaluation Forms	Form	Unchanged	Training and Evaluation Veterans Services
229915	Training Evaluation Forms	Form	Unchanged	Training and Evaluation Recruitment
229914	How Has The United States Office of Personnel Management Served You?	Form and Instruction	Unchanged	How Has the US OPM Served You?
229913	TSA Applicants Customer Satisfaction Survey	Form and Instruction	Unchanged	TSA Applican CSS
229912	DFAS Retiree-Annuitant Customer Satisfaction Survey	Form and Instruction	Unchanged	DFAS Retire Annuitant
229911	Insurance website CSS core survey	Form	Unchanged	Insurance Website CSS
229910	Rating Federal Retirement Program	Form	Unchanged	Rating Federal Retirement
229909	Open Season Survey	Form and Instruction	Unchanged	Open Season Online Survey
229908	Open Season Online Survey	Form	Unchanged	Services Online
229907	Open Season Express Telephone Survey	Form and Instruction	Unchanged	Open Season Telephone Survey
229905	Customer Satisfaction Survey	Form and Instruction	Removed	2018 Customer Satisfaction Survey
229905	Customer Satisfaction Survey	Form and Instruction	Removed	Core Customer Satisfation Survey
229903	PMF Job Fair Survey	Form	Unchanged	PMF Job Fair survey

ICR Details

OMB Control No: 3206-0236	ICR Reference No: 202009-3206-001
Status: Historical Inactive	Previous ICR Reference No: 201801-3206-005
Agency/Subagency: OPM	Agency Tracking No:
Title: 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: Improperly submitted and continue	Conclusion Date: 09/17/2020
Retrieve Notice of Action (NOA)	Date Received in OIRA: 09/14/2020
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	09/30/2021	09/30/2021	10/31/2021
Responses	650,000	0	650,000
Time Burden (Hours)	55,000	0	55,000
Cost Burden (Dollars)	200,000	0	200,000

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Abstract: RS periodically asks OPM survey psychologists to review the CSS for potential improvements. This was done for the 2013 CSS. Based on the psychologist's suggestions the following non-substantive changes were made. For the 2017 CSS the following changes were made: 1) Text was updated to reflect that this survey will be done entirely by a survey link emailed to annuitants; 2) Two questions from the 2016 CSS [#12 and #13] were deleted because they asked annuitants about their desire for services that we are unlikely or unable to provide; and 3) A page for written comments was deleted. We expect that the emailed survey will generate many more survey returns than in the past. We do not have the resources to analyze thousands of written responses. Additionally Privacy Act Statements and Public Burden Statements are being added to collections.

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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:
	82 FR 21273	05/05/2017
30-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 61340	12/27/2017
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 11

table that charts list of burden

IC Title	Form No.	Form Name
Insurance website CSS core survey	CSS7	Insurance Website CSS
Customer Experience Tool	CSS 2, CSS 2, Css 2, CSS2, CSS 2	CX_RS ,   CX_USAJOBS ,   Consent Moderated ,   Consent Unmoderated ,   User Testing
Customer Satisfaction Survey	CSS2, RI 10-72	Core Customer Satisfation Survey ,   2018 Customer Satisfaction Survey
DFAS Retiree-Annuitant Customer Satisfaction Survey	CSS8	DFAS Retire Annuitant
How Has The United States Office of Personnel Management Served You?	CSS10	How Has the US OPM Served You?
Open Season Express Telephone Survey	CSS3	Open Season Telephone Survey
Open Season Online Survey	CSS6	Services Online
Open Season Survey	CSS4	Open Season Online Survey
PMF Job Fair Survey	CSS1	PMF Job Fair survey
Rating Federal Retirement Program	CSS5	Rating Federal Retirement
TSA Applicants Customer Satisfaction Survey	CSS9	TSA Applican CSS
Training Evaluation Forms	CSS11, CSS11	Training and Evaluation Recruitment ,   Training and Evaluation Veterans Services

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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:

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Annual Cost to Federal Government: $200,000

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.     Yes

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: 09/14/2020

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