Extension without change of a currently approved collection
No
Regular
10/19/2023
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 “spam” (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) – 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) – $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.
Form FF-104-FY-21-157 ( Public Assistance Assessment Customer Satisfaction Survey (Telephone) (SLTT)
Executive Order 12862.pdf
1660-0107 - BRI Supporting Statement A - 2023 03 01 clean.docx
Interviews (SLTT)