E-Government Website Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Form Webinars 30733 1090-0008 Feedback Survey Mapping Doc - Webinars Form and Instruction	New
Form Granicus 30733 1090-0008 Feedback Survey Mapping Doc - Granicus Form and Instruction	New
Form geodesy.noaa.gov 30733 1090-0008 Feedback Survey Mapping Doc - geodesy.noaa.gov Form and Instruction	New
Form geospatial summit 30733 1090-0008 Feedback Survey Mapping Doc - datums - geospatial summit Form and Instruction	New
Form Contact Us 30733 1090-0008 Feedback Survey Mapping Doc - Contact Us Form and Instruction	New
Form 30724 30724 2021 Medicaid.gov Feedback Survey Form and Instruction	New
Form 30715 30715 2021 Proposed-Revision_VHA_Medical_Centers_Questionnaire Nov_3_2021 Form and Instruction	New
Form 3210 2021 32010 2021 DoDEA EAS Functional Desktop survey, updated by Michelle 11-3-2021 Form and Instruction	New
1090-0008 60-day FRN 09212021 86FR52494.pdf Supplementary Document	2021-09-21
SS_Part_A_1090-0008 09-13-21 Final.docx Supporting Statement A	2021-09-14
SS_Part_B_for_1090-0008_09.13.21.docx Supporting Statement B	2021-09-14
PUBLISHED 60 Day Notice 1090-0008 (86 FR 21762).pdf Supplementary Document	2021-09-13
1090-0008 Survey Mapping Document.docx Supplementary Document	2018-09-17
1090-0008 Generic Clearance Request Form 09132018.pdf Supplementary Document	2018-09-13
Foresee Gov Web Model Template.xlsx Supplementary Document	2015-02-26
The ForeSee CXA Methodology.pdf Supplementary Document	2015-01-20
Executive Order 12862.htm Supplementary Document	2008-09-25

IC Document Collections

IC ID	Document Title	Status
250406	30733 1090-0008 Feedback Survey Mapping Doc - Webinars Form and Instruction	New
250405	30733 1090-0008 Feedback Survey Mapping Doc - Granicus Form and Instruction	New
250404	30733 1090-0008 Feedback Survey Mapping Doc - geodesy.noaa.gov Form and Instruction	New
250403	30733 1090-0008 Feedback Survey Mapping Doc - datums - geospatial summit Form and Instruction	New
250402	30733 1090-0008 Feedback Survey Mapping Doc - Contact Us Form and Instruction	New
250369	30724 2021 Medicaid.gov Feedback Survey Form and Instruction	New
250368	30715 2021 Proposed-Revision_VHA_Medical_Centers_Questionnaire Nov_3_2021 Form and Instruction	New
250367	32010 2021 DoDEA EAS Functional Desktop survey, updated by Michelle 11-3-2021 Form and Instruction	New

ICR Details

OMB Control No: 1090-0008	ICR Reference No: 202109-1090-002
Status: Received in OIRA	Previous ICR Reference No: 201805-1090-003
Agency/Subagency: DOI/ASPMB	Agency Tracking No: 1090-0008
Title: E-Government Website 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	1,250,000	1,250,000
Time Burden (Hours)	60,764	52,083
Cost Burden (Dollars)	0	0

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Abstract: This is a request for a three-year extension of the generic clearance to conduct customer satisfaction surveys for federal government websites. This was formerly known as the American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey. The contractor that has provided the service for over a decade, ForeSee, is now using a derivative of the ACSI methodology called Customer Experience Analytics or CXA. This extension will allow for continued use of a data-driven and statistically valid approach to understanding customer satisfaction with agency websites, which are playing a strategic role of ever-increasing importance. 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): None

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 21762	04/23/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	86 FR 52494	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	1,250,000	1,250,000	0	0	0	0
Annual Time Burden (Hours)	60,764	52,083	0	0	8,681	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: There are no program changes. There is an adjustment based on slightly fewer surveys based on the experience during the last three-year period.

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Annual Cost to Federal Government: $8,341,920

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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