Generic Clearance for Improving Customer Experience: OMB Circular A–11, Section 280 Implementation) (CMS-10710)

Forms and Documents

Document Name	Status
Form CMS-10710.GenIC#7 CMS-10710.GenIC#7. Medicare IVR Customer Satisfaction Survey Form and Instruction	New
Form CMS-10710.GenIC#6 CMS-10710.GenIC#6 Marketplace IVR Customer Satisfaction Survey Form and Instruction	New
Form CMS-10710.GenIC#5 CMS-10710.GenIC#5 - Medicare.gov Web Satisfaction Survey Form and Instruction	New
Form CMS-10710.GenIC#4 CMS-10710.GenIC#4 - Healthcare.gov Web Satisfaction Survey Form and Instruction	New
CMS-10710.Non-sub Change Justification.docx Justification for No Material/Nonsubstantive Change	2020-12-07
CMS-10710.SupportingStatementPartB.docx Supporting Statement B	2020-05-14
CMS-10710.SupportingStatementPartA (non-sub change).docx Supporting Statement A	2020-12-07

IC Document Collections

IC ID	Document Title	Status
244925	CMS-10710.GenIC#7. Medicare IVR Customer Satisfaction Survey Form and Instruction	New
244923	CMS-10710.GenIC#6 Marketplace IVR Customer Satisfaction Survey Form and Instruction	New
244922	CMS-10710.GenIC#5 - Medicare.gov Web Satisfaction Survey Form and Instruction	New
244921	CMS-10710.GenIC#4 - Healthcare.gov Web Satisfaction Survey Form and Instruction	New

ICR Details

OMB Control No: 0938-1382	ICR Reference No: 202012-0938-005
Status: Active	Previous ICR Reference No: 202005-0938-009
Agency/Subagency: HHS/CMS	Agency Tracking No: OC
Title: Generic Clearance for Improving Customer Experience: OMB Circular A–11, Section 280 Implementation) (CMS-10710)
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: Approved without change	Conclusion Date: 12/11/2020
	Date Received in OIRA: 12/07/2020
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	09/30/2023	09/30/2023	09/30/2023
Responses	1,001,750	0	1,001,750
Time Burden (Hours)	133,933	0	51,750
Cost Burden (Dollars)	0	0	0

---

Abstract: 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. This model was also included in the 2018 update of the Federal Performance Framework in Circular A-11, ensuring ‘excellent service’ as a focus in future agency strategic planning efforts. The PMA included a CAP Goal on Improving Customer Experience with Federal Services, with a primary strategy to drive improvements within 25 of the nation’s highest impact programs. This effort is supported by an interagency team and guidance in Circular A-11 requiring the collection of customer feedback data and increasing the use of industry best practices to conduct customer research. 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 Centers for Medicare and Medicaid Services (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.

---

Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Customer Service Standards
  

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:
	85 FR 88596	02/14/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 28498	05/14/2020
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 0

---

ICR Summary 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	1,001,750	1,001,750	0	0	0	0
Annual Time Burden (Hours)	133,933	51,750	0	0	82,183	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: This is a non-sub change request.

---

Annual Cost to Federal Government: $300,000

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

---

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: 12/07/2020

---