American Customer Satisfaction Index "Customer Satisfaction Surveys"

Forms and Documents

Document Name	Status
Form 30835 051221_FEMA_ 30835 051221_FEMA_Risk MAP Meeting_Public survey_FINAL Form and Instruction	New
Form 30835 051221_FEMA_ 30835 051221_FEMA_Risk MAP Meeting_Community Official survey_gb Form and Instruction	New
1090-0007 60-day FRN 09212021 86FR52492.pdf Supplementary Document	2021-09-21
SS_for_1090-0007_Part_A_ 09-14-21 Final.docx Supporting Statement A	2021-09-14
SS_for_1090-0007_Part_B_09-14-2021.docx Supporting Statement B	2021-09-14
Published 60 Day Notice - ICR 1090-0007 - 86 FR 22701 - 04292021.pdf Supplementary Document	2021-09-13
1090-0007 Survey Mapping Document.docx Supplementary Document	2018-09-17
1090-0007 Generic Clearance Request Form 09132018.pdf Supplementary Document	2018-09-13
OVERVIEW OF THE ACSI BENCHMARK_3-5-13.doc Supplementary Document	2013-03-05
GUIDELINES PROVIDED TO AGENCIES.doc Supplementary Document	2013-02-20
E._O._13571_Streamlining_Service_Delivery_and_Improving_Customer_Service[1].doc Supplementary Document	2012-09-14
CFI_ACSI Methodology.pdf Supplementary Document	2009-08-14
ACSI Methodology Paper.pdf Supplementary Document	2009-08-13
CTA Comparison for OMB.pdf Supplementary Document	2009-08-10
E.O. 12,862.htm Supplementary Document	2009-08-05
E.O. 13,450.pdf Supplementary Document	2009-08-05
Government Performance Results Act of 1993.pdf Supplementary Document	2009-08-05

IC Document Collections

IC ID	Document Title	Status
252821	30835 051221_FEMA_Risk MAP Meeting_Public survey_FINAL Form and Instruction	New
252820	30835 051221_FEMA_Risk MAP Meeting_Community Official survey_gb Form and Instruction	New

ICR Details

OMB Control No: 1090-0007	ICR Reference No: 202109-1090-001
Status: Received in OIRA	Previous ICR Reference No: 201805-1090-002
Agency/Subagency: DOI/ASPMB	Agency Tracking No: 1090-0007
Title: American Customer Satisfaction Index "Customer Satisfaction Surveys"
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 09/21/2021

	Requested	Previously Approved
Expiration Date	36 Months From Approved	10/31/2021
Responses	80,000	80,000
Time Burden (Hours)	16,000	16,000
Cost Burden (Dollars)	0	0

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Abstract: This is a request for an extension of the generic clearance to conduct customer satisfaction measures of Federal Government programs and services utilizing the methodology of the American Customer Satisfaction Index (ACSI). This extension will allow for continued use of a data-driven, statistically valid approach to understanding customer satisfaction with agency interactions and processes. By using the ACSI methodology, agencies gain important insights about who their customers are and what specifically drives their satisfaction. This allows decision-makers to objectively measure their processes and/or service delivery and use the results to allocate resources more effectively. The ultimate objective is to help agencies become more citizen-centric and achieve higher levels of citizen trust and confidence.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
   EO: EO 13571 Name/Subject of EO: Streamlining Service Delivery and Improving Customer Service
   EO: EO 13450 Name/Subject of EO: Improving Government Program Performance
   US Code: 31 USC 1116 Name of Law: Government Performance Results Act
  

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:
	86 FR 22701	04/29/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	86 FR 52492	09/21/2021
Did the Agency receive public comments on this ICR? No

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

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ICR Summary 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	80,000	80,000	0	0	0	0
Annual Time Burden (Hours)	16,000	16,000	0	0	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: No

Burden Reduction Due to:

Short Statement:

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Annual Cost to Federal Government: $4,134,558

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

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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: 09/21/2021

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