Screen Pop (Automated Telephone Application)

ICR 202012-0960-013

OMB: 0960-0790

Federal Form Document

Forms and Documents
Supplementary Document
Supporting Statement A
IC Document Collections
198773 Modified
ICR Details
0960-0790 202012-0960-013
Received in OIRA 201706-0960-006
Screen Pop (Automated Telephone Application)
Revision of a currently approved collection   No
Regular 04/29/2021
  Requested Previously Approved
36 Months From Approved 05/31/2021
50,487,044 53,394,811
841,451 889,914
0 0

We established Screen Pop to speed up verification for the individuals mentioned above. Screen Pop asks callers that want to speak to an agent, on the National 800 Number Network (N8NN), to enter their Social Security Number (SSN) using their telephone keypad or speech technology. The automated Screen Pop application collects the SSN and routes it to the ‘Start New Call’ Customer Help and Information (CHIP) screen. Functionality for the Screen Pop application ends once the SSN connects to the CHIP screen, and the SSN routes to the agent’s screen. When the call connects to the N8NN agent, the agent can use the SSN to access the caller’s record as needed. This collection is not mandatory; there is a bypass mechanism in place so a caller can connect to an agent. The respondents are members of the public that call the N8NN and speak to an agent.

US Code: 42 USC 405 Name of Law: Social Security Act

Not associated with rulemaking

  86 FR 8246 02/04/2021
86 FR 22510 04/28/2021

IC Title Form No. Form Name
Screen Pop

  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 50,487,044 53,394,811 0 0 -2,907,767 0
Annual Time Burden (Hours) 841,451 889,914 0 0 -48,463 0
Annual Cost Burden (Dollars) 0 0 0 0 0 0
When we last cleared this IC in 2018, the burden was 889,914 hours. However, we are currently reporting a burden of 841,450 hours. This change stems from a decrease in the number of responses from 53,394,811 to 50,487,044. There is no change to the burden time per response. Although the number of responses changed, SSA did not take any actions to cause this change. These figures represent current Management Information data.

Faye Lipsky 410 965-8783 [email protected]


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:
    (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;
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.

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