Extension without change of a currently approved collection
No
Regular
10/19/2023
table that charts list comparision
Requested
Previously Approved
36 Months From Approved
10/31/2024
3,885
4,034
1,839
1,902
0
11,664
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. The FEMA Public Assistance Customer Satisfaction Surveys are used to monitor program performance and assess service delivery. Survey results are used to ensure the Agency is meeting the needs of FEMA applicants.
EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
The overall burden has decreased for the customer satisfaction surveys in this collection. In order to comply with the DHS Burden Reduction Initiative, Customer Survey and Analysis (CSA) re-evaluated their information collections for ways to reduce burden. All of the below changes reflect adjustments to previous inaccuracies and updates to response rates.
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, response rates were updated. Previously we estimated response rates for phone and electronic surveys as the same because we had no data. Electronic response rates are much lower than phone response rates, and these numbers have been adjusted to reflect current data. Telephone response rates have also slightly declined. Possible explanations for the response rate decline include a growing refusal among respondents to participate and difficulties in contacting individuals due to the increased use of answering machines, call screening devices, and cellular telephones (Tourangeau, 2004; Ehlen & Ehlen, 2007). In addition, new technologies sometimes mistakenly flag survey calls- even those conducted by the government- as âspamâ (Kennedy & Hartig, 2019).
Lastly, the population totals were adjusted to better reflect mixed mode methodology. Previously we estimated 80% of the target population would complete phone surveys and 20% would complete electronic surveys. In reality, 100% of the population receives electronic surveys and 11 to 13% respond. The population that does not respond to an electronic survey (roughly 87% to 89% of original population) becomes the target population for the phone surveys. This was a significant upwards adjustment to population totals for electronic surveys, but because electronic surveys are shorter, the overall impact on burden was still a net decrease.
The total of annual burden hours was 1,902 in the previous collection. The current collection has an annual total of 1,839 burden hours.
Total Program Decrease to Burden Hours = 1,902 (previous) â 1,839 (current) = -63 hours
Wage rates were also updated with new occupation classifications and current rates. Standard occupational classification was used for both non-profit and government workers because the survey respondents can hold a wide range of positions (previous classifications too specific).
Total Program Decrease to Cost = $110,629 (previous) â $86,459 (current) = -$24,170
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:
(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;
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.
Interviews (SLTT)