Generic Clearance for FEMA’s Collection of Feedback on Customer Satisfaction and Disaster Recovery

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form FEMA Form FF-104-F Assessment Survey-Phone	Form	New	Repair queued
Form FEMA Form FF-104-F Contact Survey-Phone	Form	New	Repair queued
Form FEMA Form FF-104-F Initial Survey- Phone	Form	New	Repair queued
Form FEMA Form FF-104-F Temporary Housing Units (THU) Survey- Phone	Form and Instruction	New	Repair queued
Form FEMA Form FF-104-F Temporary Housing Units (THU) Survey- Electronic	Form and Instruction	New	Repair queued
Form FEMA Form FF-104-F Transitional Sheltering Assistance (TSA) Survey–Phone	Form and Instruction	New	Repair queued
Form FEMA Form FF-104-F Transitional Sheltering Assistance (TSA) Survey- Electronic	Form and Instruction	New	Repair queued
Form FEMA Form FF-104-F National Preparedness Directorate Customer Satisfaction Survey - Email	Form	New	Repair queued
Form FEMA Form FF-104-F National Preparedness Directorate Customer Satisfaction Survey - Phone	Form	New	Repair queued
Form FEMA Form FF-104-F Long Term Recovery Study- Reconstruction II: 24 Months- Electronic (Spanish)	Form	New	Available
Form FEMA Form FF-104-F Long Term Recovery Study- Reconstruction II: 24 Months- Electronic	Form	New	Available
Form FEMA Form 1 FF-104 Long Term Recovery Study- Reconstruction I:18 months- Electronic (Spanish)	Form	New	Available
Form FEMA Form FF-104-F Long Term Recovery Study- Reconstruction I:18 months- Electronic	Form	New	Available
Form FEMA Form FF-104-F Long Term Recovery Study- Reconstruction I: 12 Months-Electronic (Spanish)	Form	New	Available
Form FEMA Form FF-104-F Long Term Recovery Study- Reconstruction I: 12 Months-Electronic	Form	New	Available
Form FEMA Form FF-104-F Long Term Recovery Survey- Restoration: 6 Months -Electronic (Spanish)	Form	New	Repair queued
Form FEMA Form FF-104-F Long Term Recovery Survey- Restoration: 6 Months -Electronic	Form	New	Available
1660-NW171 - Published 30-Day New Generic FRN - 2024 03 28.pdf	Supplementary Document	Uploaded 2024-03-28	Repair queued
1660-NW171 - Published 60-Day New Generic FRN - 2023 12 11.pdf	Supplementary Document	Uploaded 2024-02-12	Repair queued
PLAW-115publ435.pdf	Supplementary Document	Uploaded 2024-02-12	Repair queued
PLAW-111publ352.pdf	Supplementary Document	Uploaded 2024-02-12	Repair queued
EO 12862 (86 FR 71357, 2021 12 16).pdf	Supplementary Document	Uploaded 2024-02-12	Repair queued
1660-NW171 - Supporting Statement B - 2024 02 21 clean.docx	Supporting Statement B	Uploaded 2024-02-21	Repair queued
1660-NW171 - Supporting Statement A - 2024 03 28 clean.docx	Supporting Statement A	Uploaded 2024-03-28	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
280604	Individual Assistance Customer Satisfaction Surveys-Phone (formerly Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys)	Form	New	Assessment Survey-Phone
280604	Individual Assistance Customer Satisfaction Surveys-Phone (formerly Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys)	Form	New	Contact Survey-Phone
280604	Individual Assistance Customer Satisfaction Surveys-Phone (formerly Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys)	Form	New	Initial Survey- Phone
276292	Temporary Housing and Sheltering Customer Satisfaction Surveys (formerly Federal Emergency Management Agency Programs Customer Satisfaction Surveys)	Form and Instruction	New	Temporary Housing Units (THU) Survey- Phone
276292	Temporary Housing and Sheltering Customer Satisfaction Surveys (formerly Federal Emergency Management Agency Programs Customer Satisfaction Surveys)	Form and Instruction	New	Temporary Housing Units (THU) Survey- Electronic
276292	Temporary Housing and Sheltering Customer Satisfaction Surveys (formerly Federal Emergency Management Agency Programs Customer Satisfaction Surveys)	Form and Instruction	New	Transitional Sheltering Assistance (TSA) Survey–Phone
276292	Temporary Housing and Sheltering Customer Satisfaction Surveys (formerly Federal Emergency Management Agency Programs Customer Satisfaction Surveys)	Form and Instruction	New	Transitional Sheltering Assistance (TSA) Survey- Electronic
274795	National Preparedness Directorate Customer Satisfaction Survey	Form	New	National Preparedness Directorate Customer Satisfaction Survey - Email
274795	National Preparedness Directorate Customer Satisfaction Survey	Form	New	National Preparedness Directorate Customer Satisfaction Survey - Phone
274795	National Preparedness Directorate Customer Satisfaction Survey	Instruction	New
271329	Long-Term Recovery Surveys	Form	New	Long Term Recovery Study- Reconstruction II: 24 Months- Electronic (Spanish)
271329	Long-Term Recovery Surveys	Form	New	Long Term Recovery Study- Reconstruction II: 24 Months- Electronic
271329	Long-Term Recovery Surveys	Form	New	Long Term Recovery Study- Reconstruction I:18 months- Electronic (Spanish)
271329	Long-Term Recovery Surveys	Form	New	Long Term Recovery Study- Reconstruction I:18 months- Electronic
271329	Long-Term Recovery Surveys	Form	New	Long Term Recovery Study- Reconstruction I: 12 Months-Electronic (Spanish)
271329	Long-Term Recovery Surveys	Form	New	Long Term Recovery Study- Reconstruction I: 12 Months-Electronic
271329	Long-Term Recovery Surveys	Form	New	Long Term Recovery Survey- Restoration: 6 Months -Electronic (Spanish)
271329	Long-Term Recovery Surveys	Form	New	Long Term Recovery Survey- Restoration: 6 Months -Electronic

ICR Details

OMB Control No: 1660-0164	ICR Reference No: 202402-1660-002
Status: Active	Previous ICR Reference No:
Agency/Subagency: DHS/FEMA	Agency Tracking No: 1660-NW171
Title: Generic Clearance for FEMA’s Collection of Feedback on Customer Satisfaction and Disaster Recovery
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 05/02/2024
Retrieve Notice of Action (NOA)	Date Received in OIRA: 03/29/2024
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	05/31/2027	36 Months From Approved
Responses	389,770	0	0
Time Burden (Hours)	69,135	0	0
Cost Burden (Dollars)	0	0	0

---

Abstract: Federal Agencies are required to survey their customers to determine the kind and quality of services they want and their level of satisfaction with those services. In order for the Agency to maintain customer service standards, there must be continuous assessment of service delivery throughout all phases of the customer journey. The Agency will collect, analyze, and interpret information gathered from this generic clearance to identify strengths and weaknesses with program delivery.

---

Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
   PL: Pub.L. 111 - 352 All Name of Law: The Government Performance and Results Act (GPRA) of 2010 Modernization Act
   PL: Pub.L. 115 - 435 All Name of Law: The Foundations for Evidence-Based Policymaking Act of 2018
  

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 85896	12/11/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	89 FR 21530	03/28/2024
Did the Agency receive public comments on this ICR? Yes

---

Number of Information Collection (IC) in this ICR: 4

table that charts list of burden

IC Title	Form No.	Form Name
Individual Assistance Customer Satisfaction Surveys-Phone (formerly Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys)	FEMA Form FF-104-FY-21-159 , FEMA Form FF-104-FY-21-161 , FEMA Form FF-104-FY-21-163	Initial Survey- Phone ,   Contact Survey-Phone ,   Assessment Survey-Phone
Long-Term Recovery Surveys	FEMA Form FF-104-FY-21-107-A, FEMA Form FF-104-FY-21-101, FEMA Form FF-104-FY-21-101-A, FEMA Form FF-104-FY-21-103, FEMA Form FF-104-FY-21-103-A, FEMA Form FF-104-FY-21-105, FEMA Form 1 FF-104-FY-21-105-A, FEMA Form FF-104-FY-21-107	Long Term Recovery Survey- Restoration: 6 Months -Electronic ,   Long Term Recovery Survey- Restoration: 6 Months -Electronic (Spanish) ,   Long Term Recovery Study- Reconstruction I: 12 Months-Electronic ,   Long Term Recovery Study- Reconstruction I: 12 Months-Electronic (Spanish) ,   Long Term Recovery Study- Reconstruction I:18 months- Electronic ,   Long Term Recovery Study- Reconstruction I:18 months- Electronic (Spanish) ,   Long Term Recovery Study- Reconstruction II: 24 Months- Electronic ,   Long Term Recovery Study- Reconstruction II: 24 Months- Electronic (Spanish)
National Preparedness Directorate Customer Satisfaction Survey	FEMA Form FF-104-FY-21-180, FEMA Form FF-104-FY-21-181	National Preparedness Directorate Customer Satisfaction Survey - Phone ,   National Preparedness Directorate Customer Satisfaction Survey - Email
Temporary Housing and Sheltering Customer Satisfaction Surveys (formerly Federal Emergency Management Agency Programs Customer Satisfaction Surveys)	FEMA Form FF-104-FY-21-184, FEMA Form FF-104-FY-21-183, FEMA Form FF-104-FY-21-182, FEMA Form FF-104-FY-21-185	Transitional Sheltering Assistance (TSA) Survey- Electronic ,   Transitional Sheltering Assistance (TSA) Survey–Phone ,   Temporary Housing Units (THU) Survey- Electronic ,   Temporary Housing Units (THU) Survey- Phone

---

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	389,770	0	0	389,770	0	0
Annual Time Burden (Hours)	69,135	0	0	69,135	0	0
Annual Cost Burden (Dollars)	0	0	0	0	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 collection.

---

Annual Cost to Federal Government: $2,886,676

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

---

Common Form ICR:  No

---

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: 03/29/2024

---