Customer Satisfaction Information Collections for the period 2021-2024

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Appendix B-BU CS OMB Consolidated Follow-up Summary Rpt 2018-2020.pdf	Supplementary Document	Uploaded 2021-06-17	Repair queued
Appendix A - BU Burden and Cost REQUEST for 2021-2024.pdf	Supplementary Document	Uploaded 2021-06-17	Repair queued
DESCRIPTIONS.docx	Supplementary Document	Uploaded 2017-01-23	Repair queued
Supporting Statement (Part B) - Customer Satisfaction Surveys.docx	Supporting Statement B	Uploaded 2021-06-17	Repair queued
Supporting Statement - Customer Satisfaction Surveys (1545-2250).docx	Supporting Statement A	Uploaded 2021-09-29	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
224956	2021-2024 IRS Customer Satisfaction Surveys	Other-survey	Modified

ICR Details

OMB Control No: 1545-2250	ICR Reference No: 202106-1545-008
Status: Received in OIRA	Previous ICR Reference No: 201803-1545-008
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: Customer Satisfaction Information Collections for the period 2021-2024
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 09/30/2021

table that charts list comparision

	Requested	Previously Approved
Expiration Date	36 Months From Approved	10/31/2021
Responses	135,000	570,000
Time Burden (Hours)	20,000	35,550
Cost Burden (Dollars)	0	0

---

Abstract: Surveys conducted under this clearance are used by the Internal Revenue Service to determine levels of customer satisfaction as well as determining issues that contribute to customer burden. This information will be used to make quality improvements to products and services. Collecting, analyzing, and using customer opinion data is a vital component of IRS's Balanced Measures Approach, as mandated by Internal Revenue Service Reform and Restructuring Act of 1998 and Executive Order 12862.

---

Authorizing Statute(s): PL: Pub.L. 105 - 206 1002 Name of Law: Internal Revenue Service Reform and Restructuring Act of 1998
   EO: EO 12862 Name/Subject of EO: Setting 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:
	86 FR 19951	04/15/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	86 FR 53730	09/28/2021
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 1

table that charts list of burden

IC Title	Form No.	Form Name
2021-2024 IRS Customer Satisfaction Surveys

---

ICR Summary of Burden

table that charts list of burden

	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	135,000	570,000	0	-435,000	0	0
Annual Time Burden (Hours)	20,000	35,550	0	-15,550	0	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: This is a renewal request. The change in burden is the result of 10 surveys being dropped from this renewal. It is estimated that 60,000 (20,000 hrs/year) burden hours will be used over the course of the next three years.

---

Annual Cost to Federal Government: $1,800,000

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.     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: 09/30/2021

---