Voluntary Customer Surveys to Implement E.O. 12862 Coordinated by the Corporate Planning and Performance Division on Behalf of All IRS Operations Functions

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
1545-1432 Supporting Statement B.docx	Supporting Statement B	Uploaded 2022-08-15	Repair queued
1545-1432 Supporting Statement A.docx	Supporting Statement A	Uploaded 2022-08-17	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
277633	CS-25-247-Excise Tax Customer Satisfaction Survey	Other-Attachment	New
277099	Enterprise IVR Customer Experience Survey	Other-Telephone Script	New
277027	CS-25-244 Estate and Gift Tax Customer Experience Survey	Other-Attachment	New
277026	CS-25-243 Employment Tax Customer Experience Survey	Other-Attachment	New
276918	CS-25-240 FY2025 LBI International Customer Satisfaction Survey	Other-Attachment	New
276916	CS-25-239 FY2025 LBI Domestic Customer Satisfaction Survey	Other-Attachment	New
276915	CS-25-238 FY2025 Compliance Assurance Process Customer Satisfaction Survey	Other-Attachment	New
276690	CS-25-237 Automated Chatbot Interaction Survey	Other-Attachment	New
275544	CS-25-585 Enrolled Agent Special Enrollment Examination (EA-SEE) Customer Satisfaction Survey	Other-Attachment	New
275543	CS-25-584 Document Upload Tool Customer Satisfaction Survey	Other-Attachment	New
275540	CS-25-583 Taxpayer Experience Survey	Other-Attachment	New
274502	CS-25-582 2025 Automated Collection System Support (ACSS) Customer Satisfaction Survey	Other-Attachment	New
274107	CS-25-581 CERCA Text Messaging Pilot Feedback Survey	Other-Attachment	New
272979	CS-24-579 Centralized Insolvency Operation (CIO) Customer Experience Survey	Other-Attachment	New
272848	CS-24-578 TXO Presentation Survey	Other-Attachment	New
272840	CS-24-577 Due Diligence Webinar Survey for Attendees	Other-Attachment	New
272839	CS-24-576 Due Diligence Webinar Survey for Non Attendees	Other-Attachment	New
272647	CS-24-575 Generic Notices Survey	Other-Attachment	New
271364	CS-24-574 Enrolled Agent Special Enrollment Examination	Other-Attachment	New
270452	CS-24-573 Customer Call Back Survey	Other-Attachment	New
269683	CS-24-572 Office of the Chief Procurement Officer (OCPO) Industry Partner Engagement Survey	Other-Attachment	New
269558	CS-24-571 Media and Publications Customer Satisfaction Survey - Tax Return Preparer	Other-Attachment	New
269066	CS-24-567 FY 2024 Stakeholder Partnerships Education and Communication (SPEC) - Volunteer Experience Survey	Other-Attachment	New
268965	CS-24-570 Media and Publications Customer Satisfaction Survey - Individual Taxpayers	Other-Attachment	New
268963	CS-24-569 Media and Publications Customer Satisfaction Survey - Business Taxpayers	Other-Attachment	New
268962	CS-24-568 Media and Publications Customer Satisfaction Survey - Forms Distribution	Other-Attachment	New
268200	CS-24-566 2024 Needs and Engagement Survey of Tax Professionals (NEST) Survey	Other-Attachment	New
267205	CS-24-565 Taxpayer Advocate Service (TAS) Virtual Assistant Feedback	Other-Attachment	New
266840	CS-24-563 SPEC Partner Customer Satisfaction Survey	Other-Attachment	New
266686	CS-24-564 2024 American Customer Satisfaction Index Survey	Other-Attachment	New
266436	CS-24-562 Customer Experience, Expectations, and Needs (CEEN) Survey - 2024	Other-Attachment	New
265960	CS-24-560 Where's My Amended Return Customer Satisfaction Survey	Other-Attachment	New
265959	CS-24-559 Where's My Refund Customer Satisfaction Survey	Other-Attachment	New
265910	CS-24-561 Customer Call Back Survey	Other-Attachment	New
265872	CS-24-558 IRS Over-the-Phone Interpreter (OPI) Service Customer Satisfaction Survey	Other-Attachment	New
264233	CS-24-557 Business Tax Account Survey	Other-Attachment	New
263944	CS-23-556 2024 CIO Customer Experience Survey	Other-Attachment	New
263841	CS-23-555 Enrolled Agent Special Enrollment Examination	Other-Attachment	New
263800	CS-23-554 TAS Customer Satisfaction Survey	Other-Attachment	New
262310	CS-23-553 Return Preparer Office Customer Satisfaction Survey	Other-Attachment	New
261871	CS-23-551 2023 Needs and Engagement Survey of Tax Professionals (NEST)	Other-Attachment	New
261870	CS-23-552 EITC Due Diligence Survey	Other-Attachment	New
261475	CS-23-550 Digital Asset Post Presentation Survey	Other-Attachment	New
261255	CS-23-549 Industry Partner Enagement Survey	Other-Attachment	New
261254	CS-23-548 Procurement Awards Process Survey	Other-Attachment	New
261192	CS-23-547 Customer Call Back Survey	Other-Attachment	New
260609	CS-23-546 Field Specialty - Excise Tax Survey	Other-Attachment	New
260608	CS-23-545 Field Specialty - Employment Tax Exam Survey	Other-Attachment	New
260607	CS-23-544 Field Specialty - Estate and Gift Tax Exam Survey	Other-Attachment	New
260545	CS-23-542 CEEN 2023	Other-Attachment	New
260475	CS-23-543 Secure Messaging Survey	Other-Attachment	New
260380	CS-23-541 SPEC Volunteer Experience Survey	Other-Attachment	New
260032	CS-23-539 IRS In-Person Direct Hiring (DH) Event Survey	Other-Attachment	New
260031	CS-23-538 Pre Filing Agreement Survey	Other-Attachment	New
260000	CS-23-540 ACSI Survey	Other-Attachment	New
258865	CS-23-537 TAS Digital Customer Satisfaction Survey Pilot	Other-Survey Invitation - Taxpayer Version	New
257605	CS-22-536 2023 LBI Domestic Survey Supporting Statement	Other-Attachment	New
257076	CS-22-535 Enrolled Agent Special Enrollment Examination Customer Satisfaction Survey	Other-Attachment	New

ICR Details

OMB Control No: 1545-1432	ICR Reference No: 202208-1545-009
Status: Historical Active	Previous ICR Reference No: 201904-1545-013
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: Voluntary Customer Surveys to Implement E.O. 12862 Coordinated by the Corporate Planning and Performance Division on Behalf of All IRS Operations Functions
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 10/21/2022
Retrieve Notice of Action (NOA)	Date Received in OIRA: 08/31/2022
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2025	36 Months From Approved	10/31/2022
Responses	450,000	0	100,000
Time Burden (Hours)	45,000	0	30,000
Cost Burden (Dollars)	0	0	0

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Abstract: This is a generic clearance for an undefined number of customer satisfaction and opinion surveys and focus group interviews to be conducted over the next three years. Surveys and focus groups conducted under the generic 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.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service and Standards
   PL: Pub.L. 105 - 206 multiple Name of Law: Internal Revenue Service Reform and Restructuring Act of 1998
  

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:
	87 FR 28868	05/11/2022
30-day Notice:	Federal Register Citation:	Citation Date:
	87 FR 53551	08/31/2022
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 58

table that charts list of burden

IC Title	Form No.	Form Name
CS-22-535 Enrolled Agent Special Enrollment Examination Customer Satisfaction Survey
CS-22-536 2023 LBI Domestic Survey Supporting Statement
CS-23-537 TAS Digital Customer Satisfaction Survey Pilot
CS-23-538 Pre Filing Agreement Survey
CS-23-539 IRS In-Person Direct Hiring (DH) Event Survey
CS-23-540 ACSI Survey
CS-23-541 SPEC Volunteer Experience Survey
CS-23-542 CEEN 2023
CS-23-543 Secure Messaging Survey
CS-23-544 Field Specialty - Estate and Gift Tax Exam Survey
CS-23-545 Field Specialty - Employment Tax Exam Survey
CS-23-546 Field Specialty - Excise Tax Survey
CS-23-547 Customer Call Back Survey
CS-23-548 Procurement Awards Process Survey
CS-23-549 Industry Partner Enagement Survey
CS-23-550 Digital Asset Post Presentation Survey
CS-23-551 2023 Needs and Engagement Survey of Tax Professionals (NEST)
CS-23-552 EITC Due Diligence Survey
CS-23-553 Return Preparer Office Customer Satisfaction Survey
CS-23-554 TAS Customer Satisfaction Survey
CS-23-555 Enrolled Agent Special Enrollment Examination
CS-23-556 2024 CIO Customer Experience Survey
CS-24-557 Business Tax Account Survey
CS-24-558 IRS Over-the-Phone Interpreter (OPI) Service Customer Satisfaction Survey
CS-24-559 Where's My Refund Customer Satisfaction Survey
CS-24-560 Where's My Amended Return Customer Satisfaction Survey
CS-24-561 Customer Call Back Survey
CS-24-562 Customer Experience, Expectations, and Needs (CEEN) Survey - 2024
CS-24-563 SPEC Partner Customer Satisfaction Survey
CS-24-564 2024 American Customer Satisfaction Index Survey
CS-24-565 Taxpayer Advocate Service (TAS) Virtual Assistant Feedback
CS-24-566 2024 Needs and Engagement Survey of Tax Professionals (NEST) Survey
CS-24-567 FY 2024 Stakeholder Partnerships Education and Communication (SPEC) - Volunteer Experience Survey
CS-24-568 Media and Publications Customer Satisfaction Survey - Forms Distribution
CS-24-569 Media and Publications Customer Satisfaction Survey - Business Taxpayers
CS-24-570 Media and Publications Customer Satisfaction Survey - Individual Taxpayers
CS-24-571 Media and Publications Customer Satisfaction Survey - Tax Return Preparer
CS-24-572 Office of the Chief Procurement Officer (OCPO) Industry Partner Engagement Survey
CS-24-573 Customer Call Back Survey
CS-24-574 Enrolled Agent Special Enrollment Examination
CS-24-575 Generic Notices Survey
CS-24-576 Due Diligence Webinar Survey for Non Attendees
CS-24-577 Due Diligence Webinar Survey for Attendees
CS-24-578 TXO Presentation Survey
CS-24-579 Centralized Insolvency Operation (CIO) Customer Experience Survey
CS-25-237 Automated Chatbot Interaction Survey
CS-25-238 FY2025 Compliance Assurance Process Customer Satisfaction Survey
CS-25-239 FY2025 LBI Domestic Customer Satisfaction Survey
CS-25-240 FY2025 LBI International Customer Satisfaction Survey
CS-25-243 Employment Tax Customer Experience Survey
CS-25-244 Estate and Gift Tax Customer Experience Survey
CS-25-247-Excise Tax Customer Satisfaction Survey
CS-25-581 CERCA Text Messaging Pilot Feedback Survey
CS-25-582 2025 Automated Collection System Support (ACSS) Customer Satisfaction Survey
CS-25-583 Taxpayer Experience Survey
CS-25-584 Document Upload Tool Customer Satisfaction Survey
CS-25-585 Enrolled Agent Special Enrollment Examination (EA-SEE) Customer Satisfaction Survey
Enterprise IVR Customer Experience Survey

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ICR Summary of Burden

table that charts list of burden

	Total Approved	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	450,000	100,000	0	350,000	0	0
Annual Time Burden (Hours)	45,000	30,000	0	15,000	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: No

Burden Reduction Due to:

Short Statement: The IRS will be consolidating surveys issued using different clearance numbers to increase internal efficiency and reduce duplication of work. Using the past three-year approval as a baseline, we estimate that 45,000 (15,000 annually) burden hours will be used over the course of the next three years.

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Annual Cost to Federal Government: $1,500,000

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

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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: 08/31/2022

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