Improving Customer Experience (OMB Circular A-11, Section 280 Implementation

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form 0960-0818 eAccess End of Task survey	Form and Instruction	New	Repair queued
ICR Template_A11 Section 280 Clearance.docx	Supplementary Document	Uploaded 2023-07-13	Repair queued
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience - (Final).docx	Supporting Statement B	Uploaded 2023-07-12	Repair queued
0960-0818 Supporting Statement A for Improving Customer Experience.docx	Supporting Statement A	Uploaded 2023-07-11	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
281602	Always On Social Security Customer Feedback Survey	Other-Always On Survey	New
276334	Wage File Upload (WFU) survey	Other-Wage File Upload (WFU) Survey	New
276333	SSA.gov Intercept Survey	Other-SSA.gov Intercept Survey	New
276275	iAppeals End of Task Survey	Other-iAppeals End of Task Survey	New
276273	Enterprise Scheduling System (ESS) Survey	Other-Enterprise Scheduling System (ESS) Survey	New
276270	mySocial Security Survey	Other-My Social Security Survey	New
276268	Online Continuing Disability (CDR)/i454 End of Task Survey	Other-Online Continuing Disability (CDR)/i454 End of Task Survey	New
276266	Online Forms (eforms) Customer Satisfaction Survey	Other-Online Forms (eForms) Customer Satisfaction Survey	New
276262	Extra Help End of Task Survey	Other-Extra Help End of Task Survey	New
275656	Medallia Survey for Video Interviews	Other-Medallia Survey for Video Interviews	New
275412	eAccess End of Task survey	Form and Instruction	New	eAccess End of Task survey
275412	eAccess End of Task survey	Other-eAccess End of Task survey	New
275295	Upload Documents Survey	Other-Document Uploader (eSubmit) Survey	New
275294	SSA.gov Feedback Button Survey	Other-SSA.gov Feedback Button Survey	New
275293	Page Level Survey	Other-Page Level Survey	New
275278	Mobile Wage Reporting End of Task Survey	Other-Mobile Wage Reporting End of Task Survey	New
275276	Internet Social Security Number Replacement Card (iSSNRC) End of Task Survey	Other-Internet Social Security Number Replacement Card (iSSNRC)	New
273945	Internet Claim (iClaim) and SSA-3368 Adult Disability Report End of Task Survey	Other-Internet Claim (iClaim) and SSA-3368 Adult Disability Repo	New
272357	Business Services Online (BSO) survey	Other-Business Services Online (BSO) Survey	New
272119	Appeals and Appointed Rep Portal Service (AARPS)	Other-Survey	New
271251	Always On Social Security Customer Feedback Survey	Other-Always On Social Security Customer Feedback Survey	New
270178	Online Forms (eForms) Customer Satisfaction Survey	Other-Online Forms (eForms) Customer Satisfaction Survey	New
270177	Online Continuing Disability (CDR)i454 End of Task Survey	Other-Online Continuing Disability (CDR)/i454 End of Task Survey	New
270071	Wage File Upload (WFU) Survey	Other- Wage File Upload (WFU) Survey	New
270051	Enterprise Scheduling System (ESS) Survey	Other-Enterprise Scheduling System (ESS) Survey	New
270043	Cost of Living Adjustment (COLA) Notice Survey	Other-Cost of Living Adjustment (COLA) Notice Survey	New
270012	my Social Security Survey	Other-My Social Security Survey	New
270011	Social Security Website Feedback Intercept Survey	Other-Social Security Website Feedback Intercept Survey	New
269972	Mobile Wage Reporting End of Task Survey	Other-Mobile Wage Reporting End of Task Survey	New
269808	Electronic Protective Filing Tool (ePFT)	Other-Electronic Protective Filing Tool (ePFT)	New
269799	Extra Help End of Task Survey	Other-Extra Help End of Task Survey	New
269798	iAppeals End of Task Survey	Other-iAppeals End of Task Survey	New
269682	Always On Social Security Customer Feedback Survey	Other-Always On Social Security Customer Feedback Survey	New
269603	Supplemental Security Income (SSI) Child to Adult Transition Notice Survey	Other-Supplemental Security Income (SSI) Child to Adult Transiti	New
267764	Online Account Legacy Transition Survey	Other-Online Account Legacy Transition Survey	New
264719	Internet Claim (iClaim) and SSA-3368 Adult Disability Report End of Task Survey	Other-Internet Claim (iClaim) and SSA-3368 Adult Disability Repo	New
264388	Upload Documents (eSubmit) Survey	Other-Upload Documents (eSubmit) Survey	New
264286	Internet Social Security Number Replacement Card (iSSNRC) End of Task Survey	Other-iSSNRC End of Task Survey	New
263769	eAccess End of Task survey	Other-eAccess End of Task survey	New
263767	Business Services Online (BSO) survey	Other-Screen Changes to display Contact Type of Video in ESS	New
263506	eAccess Page Level Survey	Other-eAccess Page Level Screens	New
262874	SSA.gov Feedback Button Survey	Other-SSA.gov Feedback Button Survey	New
262873	Page Level Survey	Other-Page Level Survey	New
262749	Medallia Survey for Video Interviews	Other-Medallia Survey for Video Interviews	New
261853	iAppeals End of Task Survey	Other- iAppeals End of Task Survey	New
261852	Document Uploader (eSubmit) Survey	Other-Document Uploader (eSubmit) Survey	New
261851	Wage File Upload (WFU) survey	Other-Wage File Upload (WFU) survey	New
261850	Online Forms (eForms) Customer Satisfaction Survey	Other-eForms Customer Satisfaction Survey	New
261787	Social Security Website Feedback Intercept Survey	Other-Social Security Website Feedback Intercept Survey	New
261786	mySocial Security Survey	Other-mySocial Security Survey	New
261772	Electronic Protective Filing Tool (ePFT) End of Task Survey	Other-Electronic Protective Filing Tool (ePFT) End of Task Surve	New
261758	Online Continuing Disability (CDR)/i454 End of Task Survey	Other-End of Task Survey	New
261707	Always On Social Security Customer Feedback Survey	Other- Always On Social Security Customer Feedback Survey	New
261700	Enterprise Scheduling System (ESS) Survey	Other-Enterprise Scheduling System (ESS) Survey	New
261698	Extra Help End of Task Survey	Other-Extra Help End of Task Survey	New
261565	Mobile Wage Reporting End of Task Survey	Other-Mobile Wage Reporting End of Task Survey	New
261042	Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)		New

ICR Details

OMB Control No: 0960-0818	ICR Reference No: 202307-0960-001
Status: Active	Previous ICR Reference No: 202003-0960-001
Agency/Subagency: SSA	Agency Tracking No:
Title: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 08/11/2023
Retrieve Notice of Action (NOA)	Date Received in OIRA: 07/13/2023
Terms of Clearance: The agency made minor modifications to the Supporting Statement and Generic Clearance Certification Template.

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	08/31/2026	36 Months From Approved	08/31/2023
Responses	17,866,680	0	17,866,680
Time Burden (Hours)	3,426,575	0	3,426,575
Cost Burden (Dollars)	8,993,039	0	8,993,039

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Abstract: A modern, streamlined and responsive customer experience means: raising government-wide customer experience to the average of the private sector service industry; developing indicators for high-impact Federal programs to monitor progress towards excellent customer experience and mature digital services; and providing the structure (including increasing transparency) and resources to ensure customer experience is a focal point for agency leadership. This proposed information collection activity provides a means to garner customer and stakeholder feedback in an efficient, timely manner in accordance with the Administration’s commitment to improving customer service delivery as discussed in Section 280 of OMB Circular A-11. As discussed in OMB guidance, agencies should identify their highest-impact customer journeys (using customer volume, annual program cost, and/or knowledge of customer priority as weighting factors) and select touchpoints/transactions within those journeys to collect feedback. These results will be used to improve the delivery of Federal services and programs. It will also provide government-wide data on customer experience that can be displayed on www.performance.gov to help build transparency and accountability of Federal programs to the customers they serve. As a general matter, these information collections will not result in any new system of records containing privacy information and will not ask questions of a sensitive nature, such as sexual behavior and attitudes, religious beliefs, and other matters that are commonly considered private. Social Security Administration will only submit collections if they meet the criteria listed in Section 280 of OMB Circular A-11. These collections will allow for ongoing, collaborative and actionable communications between the Agency, its customers and stakeholders, and OMB as it monitors agency compliance on Section 280. These responses will inform efforts to improve or maintain the quality of service offered to the public. If this information is not collected, vital feedback from customers and stakeholders on services will be unavailable. The respondents are Individuals and Households, Businesses and Organizations, State, Local or Tribal Government.

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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:
	88 FR 5396	01/28/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 43642	07/10/2023
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 56

table that charts list of burden

IC Title	Form No.	Form Name
Appeals and Appointed Rep Portal Service (AARPS)
Electronic Protective Filing Tool (ePFT) End of Task Survey
Extra Help End of Task Survey
Online Forms (eForms) Customer Satisfaction Survey
Social Security Website Feedback Intercept Survey
Social Security Website Feedback Intercept Survey
Upload Documents Survey
Wage File Upload (WFU) Survey
iAppeals End of Task Survey
Always On Social Security Customer Feedback Survey
Always On Social Security Customer Feedback Survey
Always On Social Security Customer Feedback Survey
Always On Social Security Customer Feedback Survey
Business Services Online (BSO) survey
Business Services Online (BSO) survey
Cost of Living Adjustment (COLA) Notice Survey
Document Uploader (eSubmit) Survey
Electronic Protective Filing Tool (ePFT)
Enterprise Scheduling System (ESS) Survey
Enterprise Scheduling System (ESS) Survey
Enterprise Scheduling System (ESS) Survey
Extra Help End of Task Survey
Extra Help End of Task Survey
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Internet Claim (iClaim) and SSA-3368 Adult Disability Report End of Task Survey
Internet Claim (iClaim) and SSA-3368 Adult Disability Report End of Task Survey
Internet Social Security Number Replacement Card (iSSNRC) End of Task Survey
Internet Social Security Number Replacement Card (iSSNRC) End of Task Survey
Medallia Survey for Video Interviews
Medallia Survey for Video Interviews
Mobile Wage Reporting End of Task Survey
Mobile Wage Reporting End of Task Survey
Mobile Wage Reporting End of Task Survey
Online Account Legacy Transition Survey
Online Continuing Disability (CDR)/i454 End of Task Survey
Online Continuing Disability (CDR)/i454 End of Task Survey
Online Continuing Disability (CDR)i454 End of Task Survey
Online Forms (eForms) Customer Satisfaction Survey
Online Forms (eforms) Customer Satisfaction Survey
Page Level Survey
Page Level Survey
SSA.gov Feedback Button Survey
SSA.gov Feedback Button Survey
SSA.gov Intercept Survey
Supplemental Security Income (SSI) Child to Adult Transition Notice Survey
Upload Documents (eSubmit) Survey
Wage File Upload (WFU) survey
Wage File Upload (WFU) survey
eAccess End of Task survey	0960-0818	eAccess End of Task survey
eAccess End of Task survey
eAccess Page Level Survey
iAppeals End of Task Survey
iAppeals End of Task Survey
my Social Security Survey
mySocial Security Survey
mySocial Security 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	17,866,680	17,866,680	0	0	0	0
Annual Time Burden (Hours)	3,426,575	3,426,575	0	0	0	0
Annual Cost Burden (Dollars)	8,993,039	8,993,039	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:

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Annual Cost to Federal Government: $8,933,039

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: 07/13/2023

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