Exchange Customer Satisfaction Survey

Forms and Documents

Document Name	Status
0702_0130_SSB_12.3.2021.docx Supporting Statement B	2022-01-14
0702-0130_SSA_1.14.2022.docx Supporting Statement A	2022-01-14
AAFES Receipt.pdf Supplementary Document	2022-01-13

IC Document Collections

IC ID	Document Title	Status
219001	Exchange Customer Satisfaction Survey Other-Survey	Modified

ICR Details

OMB Control No: 0702-0130	ICR Reference No: 202112-0702-003
Status: Received in OIRA	Previous ICR Reference No: 201812-0702-003
Agency/Subagency: DOD/DOA	Agency Tracking No:
Title: Exchange Customer Satisfaction Survey
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 01/18/2022

	Requested	Previously Approved
Expiration Date	36 Months From Approved	02/28/2022
Responses	20,000	40,000
Time Burden (Hours)	667	2,000
Cost Burden (Dollars)	11,000	31,440

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Abstract: Pursuant to Executive Order 12862, customer satisfaction surveys are offered to Patrons of the Army and Air Force Exchange Service (Exchange) to address their shopping experiences and/or provide comments or complaints. The aggregated survey information provided voluntarily by Exchange patrons assists in improving the efficiency and effectiveness of the Exchange's operations to improve customer satisfaction.

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Authorizing Statute(s): US Code: 10 USC 7013 Name of Law: Secretary of the Army
   US Code: 10 USC 2481 Name of Law: Defense Commissary and Exchange Systems: Existence and Purpose
   EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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 37137	07/14/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	87 FR 2418	01/14/2022
Did the Agency receive public comments on this ICR? No

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

IC Title	Form No.	Form Name
Exchange Customer Satisfaction Survey

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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	20,000	40,000	0	-20,000	0	0
Annual Time Burden (Hours)	667	2,000	0	-1,333	0	0
Annual Cost Burden (Dollars)	11,000	31,440	0	-20,440	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: The burden has significantly decreased since the previous approval due to COVID-19 protective measures resulting in less in store register ticket counts. Federal Operating Cost has decreased due to improvements of the design and effectiveness of the survey questions.

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Annual Cost to Federal Government: $16,204

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: 01/18/2022

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