OPM Healthcare and Insurance Customer Experience Feedback

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form OPM 5100 A PCT Web Survey Questions	Form and Instruction	New	Repair queued
Statement B CX Feedback 72623.docx	Supporting Statement B	Uploaded 2023-08-18	Repair queued
Supporting Statement Part A HI CX Feedback FINAL.docx	Supporting Statement A	Uploaded 2023-08-18	Repair queued
30 Day FRN_3206-NEW.pdf	Supplementary Document	Uploaded 2023-07-20	Repair queued
3206NEW 60 day FRN.pdf	Supplementary Document	Uploaded 2023-07-20	Missing upstream

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
261650	PCT Web Survey Questions	Form and Instruction	New

ICR Details

OMB Control No:	ICR Reference No: 202307-3206-002
Status: Received in OIRA	Previous ICR Reference No:
Agency/Subagency: OPM	Agency Tracking No: OPM 5100
Title: OPM Healthcare and Insurance Customer Experience Feedback
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 08/18/2023

table that charts list comparision

	Requested	Previously Approved
Expiration Date	36 Months From Approved
Responses	501,300	0
Time Burden (Hours)	103,700	0
Cost Burden (Dollars)	409,475	0

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Abstract: Executive Order 14058 calls on Federal agencies to design and deliver services based on actual experiences of its customers and provide services more equitably and effectively particularly for historically underserved groups. In order to work continuously to ensure that our programs are effective and meet our customers' needs, OPM Healthcare and Insurance seeks to obtain OMB approval of a generic clearance to collect qualitative feedback on our service delivery. This collection of information is necessary to enable the OPM Healthcare and Insurance to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from our customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with OPM Healthcare and Insurance programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning of issues with service, or focus attention on areas where communication, training or changes in operations might improve delivery of products or services. These collections will allow for ongoing, collaborative and actionable communications between OPM Healthcare and Insurance and its customers and stakeholders. It will also allow feedback to contribute directly to the improvement of program management. Improving OPM Healthcare and Insurance programs requires ongoing assessment of service delivery as a means of contributing to the continuous improvement of the program. OPM Healthcare and Insurance will collect, analyze, and interpret information gathered through this generic clearance to identify strengths and weaknesses of current services and make improvements in service delivery based on feedback. The solicitation of feedback will target areas such as: Usefulness of information, ease in finding information, efficiency of service delivery, and overall satisfaction with service delivery. Responses will be assessed to plan and 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 OPM Healthcare and Insurance services will be unavailable.

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Authorizing Statute(s): EO: EO 14508 Name/Subject of EO: Executive Order 14058 calls on Federal agencies to design and deliver services based on actual exper
  

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 56094	09/13/2022
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 39274	06/15/2023
Did the Agency receive public comments on this ICR? No

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

table that charts list of burden

IC Title	Form No.	Form Name
PCT Web Survey Questions	OPM 5100 A	PCT Web Survey Questions

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ICR Summary of Burden

table that charts list 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	501,300	0	0	501,300	0	0
Annual Time Burden (Hours)	103,700	0	0	103,700	0	0
Annual Cost Burden (Dollars)	409,475	0	0	409,475	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: This is a new Generic collection with a first time ICR.

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Annual Cost to Federal Government: $409,475

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.     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: 08/18/2023

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