Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form FEMA Form FF-104-F Assessment Survey - Electronic	Form and Instruction	Modified	Available
Form FEMA Form FF-104-F Assessment Survey (Phone Survey)	Form and Instruction	Modified	Available
Form FEMA Form FF-104-F Contact Survey - Electronic	Form and Instruction	Modified	Available
Form FEMA Form FF-104-F Contact Survey - Phone	Form and Instruction	Modified	Available
Form FEMA Form FF-104-F Intital Survey - Electronic	Form and Instruction	Modified	Available
Form FEMA Form FF-104-F Initial Survey - Phone	Form and Instruction	Modified	Repair queued
1660-0143 - Supporting Statement B - 2023 02 23 clean.docx	Supporting Statement B	Uploaded 2023-05-30	Available
1660-0143 - Supporting Statement A - 2023 02 23 clean.docx	Supporting Statement A	Uploaded 2023-05-30	Available
privacy-pia-fema-csas-february2014_0.pdf	Supplementary Document	Uploaded 2022-12-23	Available
SORN-DHS 008 Disaster Recovery Assistance Files System of Records 4-30-2013.pdf	Supplementary Document	Uploaded 2022-12-23	Available
1660-0143 - Published 30-Day BRI Revision FRN - 2023 02 22.pdf	Supplementary Document	Uploaded 2023-02-23	Available
1660-0143 - Published 60-Day BRI Revision FRN.pdf	Supplementary Document	Uploaded 2022-12-23	Available
Sandy Recovery Improvement Act of 2013 P.L. 113-2.pdf	Supplementary Document	Uploaded 2017-05-17	Available
Memorandum of March 1995, Improving Customer Service .pdf	Supplementary Document	Uploaded 2017-05-17	Available
GPRA Modernization Act 2010 1-5-2010.pdf	Supplementary Document	Uploaded 2017-05-17	Available
GPRA 1993 PL103_62.pdf	Supplementary Document	Uploaded 2017-05-17	Available
FEMA 44 CFR 206.101-IA-IHP.pdf	Supplementary Document	Uploaded 2017-05-17	Available
Executive Order 13571 April 27, 2011.pdf	Supplementary Document	Uploaded 2017-05-17	Available
Executive Order 13411 2006.pdf	Supplementary Document	Uploaded 2017-05-17	Available
Executive Order 12862.pdf	Supplementary Document	Uploaded 2017-05-17	Available
E-Government 2002.pdf	Supplementary Document	Uploaded 2017-05-17	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
226884	One-on-One Interviews		Modified
226883	Focus Group for 2 Hrs. Plus Travel 1 Hr.		Modified
226850	Assessment Survey - Electronic	Form and Instruction	Modified	Assessment Survey - Electronic
226848	Assessment Survey - Phone	Form and Instruction	Modified	Assessment Survey (Phone Survey)
226847	Contact Survey - Electronic	Form and Instruction	Modified	Contact Survey - Electronic
226843	Contact Survey - Phone	Form and Instruction	Modified	Contact Survey - Phone
226842	Initial Survey - Electronic	Form and Instruction	Modified	Intital Survey - Electronic
226811	Initial Survey - Phone	Form and Instruction	Modified	Initial Survey - Phone

ICR Details

OMB Control No: 1660-0143	ICR Reference No: 202305-1660-006
Status: Historical Active	Previous ICR Reference No: 202212-1660-009
Agency/Subagency: DHS/FEMA	Agency Tracking No: BRI (2nd)
Title: Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 06/06/2023
Retrieve Notice of Action (NOA)	Date Received in OIRA: 06/06/2023
Terms of Clearance: The agency resubmitted the collection to properly note that the burden changes are due to updates to estimates.

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	06/30/2026	36 Months From Approved	06/30/2024
Responses	38,200	0	38,864
Time Burden (Hours)	5,893	0	8,982
Cost Burden (Dollars)	0	0	0

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Abstract: Federal Agencies are required to survey their customers to determine the kind and quality of services customers want and their level of satisfaction with those services. Analysis from the survey is used to measure whether FEMA is meeting its mission of being accessible, timely, and effective when it comes to meeting the needs of disaster survivors.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
   EO: EO 13411 Name/Subject of EO: Improving Assistance for Disaster Victims
   US Code: 31 USC 1116 Name of Law: GPRA Modernization Act of 2010
   US Code: 42 USC 5121 Name of Law: Stafford Act
   US Code: 44 USC 5170 Name of Law: Sandy Recovery Improvement Act of 2013
  

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 74161	12/02/2022
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 10926	02/22/2023
Did the Agency receive public comments on this ICR? No

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

table that charts list of burden

IC Title	Form No.	Form Name
Assessment Survey - Electronic	FEMA Form FF-104-FY-21-164 (formerly 519-0-41)	Assessment Survey - Electronic
Assessment Survey - Phone	FEMA Form FF-104-FY-21-163 (formerly 519-0-40)	Assessment Survey (Phone Survey)
Contact Survey - Electronic	FEMA Form FF-104-FY-21-162 (formerly 519-0-39)	Contact Survey - Electronic
Contact Survey - Phone	FEMA Form FF-104-FY-21-161 (formerly 519-0-38)	Contact Survey - Phone
Focus Group for 2 Hrs. Plus Travel 1 Hr.
Initial Survey - Electronic	FEMA Form FF-104-FY-21-160 (formerly 519-0-37)	Intital Survey - Electronic
Initial Survey - Phone	FEMA Form FF-104-FY-21-159 (formerly 519-0-36)	Initial Survey - Phone
One-on-One Interviews

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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	38,200	38,864	0	0	-664	0
Annual Time Burden (Hours)	5,893	8,982	0	0	-3,089	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: The overall burden has decreased for the customer satisfaction surveys in this collection. In order to comply with the DHS Burden Reduction Initiative, CSA re-evaluated their information collections for ways to reduce burden. CSA identified that the burden estimates for the electronic surveys were inaccurate; actual completion times are shorter than previously estimated. The inaccurate estimates were due to CSA not being able to test the electronic surveys prior to last submission (did not acquire survey software in time). This resulted in an adjustment to burden hours for electronic surveys. In addition to shorter completion times for electronic surveys, there has also been an increase in the number of applicants preferring email communication. This resulted in an adjustment to the populations for each survey, which in turn led to burden adjustments all survey forms. Response rates have also been adjusted to reflect current data. Previously response rates for phone and electronic administration were estimated to be the same (we had no data on electronic administration). Current data shows that phone response rates are higher than previous estimates and electronic response rates are lower than previous estimates. The target of annual respondents was 38,864 in the previous collection. The current collection has an annual target of 38,200 respondents. The overall cost has decreased for the customer satisfaction surveys in this collection. Wage rates have increased since the previous submission, but this has been mitigated by the reduction in respondents and burden. Total Program Decrease to Cost = $337,274 (previous) – $239,314 (current) = ($97,960)

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Annual Cost to Federal Government: $2,091,623

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.     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: 06/06/2023

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