Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Form CSS2 Customer Experience Tool Form and Instruction	New
Form CSS11 Training Evaluation Forms Form	Unchanged
Form CSS10 How Has The United States Office of Personnel Management Served You? Form and Instruction	Unchanged
Form CSS9 TSA Applicants Customer Satisfaction Survey Form and Instruction	Unchanged
Form CSS8 DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	Unchanged
Form CSS7 Insurance website CSS core survey Form	Unchanged
Form CSS5 Rating Federal Retirement Program Form	Unchanged
Form CSS4 Open Season Survey Form and Instruction	Unchanged
Form CSS6 Open Season Online Survey Form	Unchanged
Form CSS3 Open Season Express Telephone Survey Form and Instruction	Unchanged
Form CSS2 Customer Satisfaction Survey Form and Instruction	Removed
Form CSS1 PMF Job Fair Survey Form	Unchanged
fast-track-PRA-submission-3206-0236_20200914.docx Justification for No Material/Nonsubstantive Change	2020-09-14
SupportingStatementA_3206-0236_20200909.docx Supporting Statement A	2020-09-14
Generic Customer Satisfaction Survey Worksheet 2018 submission.xls Supplementary Document	2018-01-31
Supporting Statement B for 3206-0236 Improving Customer Experience_20200909.docx Supporting Statement B	2020-09-14

IC Document Collections

IC ID	Document Title	Status
243627	Customer Experience Tool Form and Instruction	New
229915	Training Evaluation Forms Form	Unchanged
229914	How Has The United States Office of Personnel Management Served You? Form and Instruction	Unchanged
229913	TSA Applicants Customer Satisfaction Survey Form and Instruction	Unchanged
229912	DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	Unchanged
229911	Insurance website CSS core survey Form	Unchanged
229910	Rating Federal Retirement Program Form	Unchanged
229909	Open Season Survey Form and Instruction	Unchanged
229908	Open Season Online Survey Form	Unchanged
229907	Open Season Express Telephone Survey Form and Instruction	Unchanged
229905	Customer Satisfaction Survey Form and Instruction	Removed
229903	PMF Job Fair Survey Form	Unchanged

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
	Date Received in OIRA: 09/14/2020
Terms of Clearance:

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

---

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.

---

Authorizing Statute(s): None

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

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

---

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

IC Title	Form No.	Form Name
Open Season Survey	CSS4	Open Season Online 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 Online Survey	CSS6	Services Online
Training Evaluation Forms	CSS11, CSS11	Training and Evaluation Recruitment ,   Training and Evaluation Veterans Services
Open Season Express Telephone Survey	CSS3	Open Season Telephone Survey
TSA Applicants Customer Satisfaction Survey	CSS9	TSA Applican CSS
Customer Experience Tool	CSS 2, CSS 2, Css 2, CSS2, CSS 2	CX_RS ,   CX_USAJOBS ,   Consent Moderated ,   Consent Unmoderated ,   User Testing
Insurance website CSS core survey	CSS7	Insurance Website CSS
Rating Federal Retirement Program	CSS5	Rating Federal Retirement
PMF Job Fair Survey	CSS1	PMF Job Fair survey
Customer Satisfaction Survey	CSS2, RI 10-72	Core Customer Satisfation Survey ,   2018 Customer Satisfaction Survey

---

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:

---

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

---

Common Form ICR:  No

---

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

---