Collection of Customer Service, Demographic and Smoking/Tobacco Use Information from NCI's Contact Center, Cancer Information Service (CIS) Clients (NCI)

Forms and Documents

Document Name	Status
Form 7 Cancer Info Call Backs Form	New
Form 5 VA Calls Back Form	Modified
Form 6 E-mail Intake form Form	Modified
Form 2 LiveHelp Clients Form	Modified
Form 4 Smoking Call Backs Form	Modified
Form 8 Customer Satisfaction Questions Form	Modified
Form 3 Smoking Cessation "Intake" Questions Form and Instruction	Modified
Form 2 Telephone Clients Demographic & Customer Satisfaction Questions Form and Instruction	Removed
Form 1 Customer Service and Demographic Questions Form and Instruction	Modified
CIS 30-day notice.pdf Supplementary Document	2022-01-11
SSA CIS 2021 1.3.2022.docx Supporting Statement A	2022-01-04
Appendix 10 ECRF with Screen Shots_2021.docx Supplementary Document	2022-01-04
Appendix 8 CC Annual Data Report 2020 (1).docx Supplementary Document	2022-01-04
Appendix 7 Confidentiality of Communications Policy (1).docx Supplementary Document	2022-01-04
Appendix 6 Office of Human Subject Research Not Applicable (2).docx Supplementary Document	2022-01-04
Appendix 5 PA Memo - NCI CIS Application PA Officer signed.pdf Supplementary Document	2022-01-04
PIA.pdf Supplementary Document	2022-01-04
Appendix 3 Facebook.docx Supplementary Document	2022-01-04

IC Document Collections

IC ID	Document Title	Status
251014	Cancer Info Call Backs Form	New
232457	VA Calls Back Form	Modified
219416	E-mail Intake form Form	Modified
219415	LiveHelp Clients Form	Modified
219413	Smoking Call Backs Form	Modified
219411	Customer Satisfaction Questions Form	Modified
219410	Smoking Cessation "Intake" Questions Form and Instruction	Modified
219409	Telephone Clients Demographic & Customer Satisfaction Questions Form and Instruction	Removed
219408	Customer Service and Demographic Questions Form and Instruction	Modified

ICR Details

OMB Control No: 0925-0208	ICR Reference No: 202201-0925-001
Status: Received in OIRA	Previous ICR Reference No: 201807-0925-001
Agency/Subagency: HHS/NIH	Agency Tracking No:
Title: Collection of Customer Service, Demographic and Smoking/Tobacco Use Information from NCI's Contact Center, Cancer Information Service (CIS) Clients (NCI)
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 01/11/2022

	Requested	Previously Approved
Expiration Date	36 Months From Approved	02/28/2022
Responses	108,208	58,452
Time Burden (Hours)	5,818	1,865
Cost Burden (Dollars)	0	0

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Abstract: This is an information collection request for a revision for three years. NCI’s Contact Center, The Cancer Information Service (CIS), currently collects demographic, customer service and smoking cessation information from clients contacting CIS by telephone, email and through LiveHelp (an online instant messaging service). Information is collected in order to properly plan, implement, and evaluate cancer education efforts and to provide smoking cessation services tailored to the individual client’s needs. Since its inception in 1976, the CIS has handled more than 12 million calls from the public. The potential universe of Cancer Information Service (CIS) clients almost 252 million respondents based on the U.S. Census estimate for 2017 of adults estimated to be 18 years and older.

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Authorizing Statute(s): US Code: 42 USC 412 (285a-1) Name of Law: Public Health Service Act
   US Code: 42 USC 410 Name of Law: Public Health Service 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 58082	10/20/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	87 FR 1164	01/10/2022
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 8

IC Title	Form No.	Form Name
Customer Satisfaction Questions	8	Customer Satisfaction Survey Questions
Cancer Info Call Backs	7	Cancer Information CT Callbacks
Customer Service and Demographic Questions	1, 1	Customer Service and Demographic Questions ,   Customer Service and Demographic Questions
E-mail Intake form	6	Email Intake Form on Cancer.gov
LiveHelp Clients	2	Live Help Questions
Smoking Call Backs	4	Smoking Call Backs
Smoking Cessation "Intake" Questions	3	SCIF with screen shots
Telephone Clients Demographic & Customer Satisfaction Questions	2	Customer Service and Demographic Questions
VA Calls Back	5	VA Calls Back

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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	108,208	58,452	0	49,756	0	0
Annual Time Burden (Hours)	5,818	1,865	0	3,953	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: Additionally, increasing the survey to 100% would allow for removal of sampling bias, more specifically inclusion of individuals in hard-to-reach groups who may currently be omitted or underrepresented with the current simple random sampling methodology. In this OMB Package, we are also introducing Callbacks into our service provision (Appendix 1E). Callbacks allow for the assessment and delivery of additional, tailored cancer and clinical trials information based on an individuals’ changing information needs throughout their cancer journey. These callbacks are aimed to provide the individual more control over their information needs and increase overall satisfaction with provided CIS services.

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Annual Cost to Federal Government: $133,918

Does this IC contain surveys, censuses, or employ statistical methods? No

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.     Yes

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.     Yes

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: 01/11/2022

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