ICR04 FHA HQ-Final

Request for Approval under the “Generic Clearance for Improving
Customer Experience: OMB Circular A-11, Section 280
Implementation”
(OMB Control Number: 2501-0001)
TITLE OF INFORMATION COLLECTION: HUD FHA Resource Center
Surveys – The title of the survey is HUD Headquarters Survey.
PURPOSE OF COLLECTION:
What are you hoping to learn / improve? We are hoping to learn
about the quality of our customer service.
How do you plan to use what you learn? We plan to use the data
to improve our processes where weaknesses are noted.
Are there artifacts (user personas, journey maps, digital
roadmaps, summary of customer insights to inform service
improvements, performance dashboards) the data from this
collection will feed? Yes, there are artifacts being used such
as personas, journey maps, summary of customer insights for
improvements based on the results of the customer survey
instruments. This information will be shared with management and
be placed on a dashboard.
TYPE OF ACTIVITY: (Check one)
[
] Customer Research (Interview, Focus Groups)
[ x ] Customer Feedback Survey
[
] User Testing
ACTIVITY DETAILS
1. How will you collect the information? (Check all that apply)
[ x] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Who will you collect the information from? The clients who
contact our agency.
Explain who will be interviewed and why the group is appropriate
for the Federal program / service to connect with. Clients will
be surveyed not interviewed. Please provide a description of how
you plan to identify your potential group of respondents and if
only a sample will be solicited for feedback, how you will
select them? Do you have a list of customers to reach out to
(e.g., a CRM database that has the contact information,
intercept interviews at a particular field office?) We will
utilize our CRM database to export data. (email addresses from
service request inquiries/all types) Certain percentages will be
applied to each of our surveys to ensure we do not over survey

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our clients. We will utilize A-11 approved questions to gather
information on customer satisfaction.
3. How will you ask a respondent to provide this information?
(e.g., after an application is submitted online, the final
screen will present the opportunity to provide feedback by
presenting a link to a feedback form / an actual feedback form)
We provide a link to the web application and the client can
complete the survey.
4. What will the activity look like?
Describe the information collection activity – e.g. what happens
when a person agrees to participate? Will facilitators or
interviewers be used? The client has 9 survey questions to
complete and can stop the survey at any time. There is 1 open
ended question which is optional.
What’s the format of the interview/focus group? NA
If a survey, describe the overall survey layout/length/other
details? The survey is a 9 question survey which takes
approximately 1 to 2 minutes to complete.
If User Testing, what actions will you observe/how will you have
respondents interact with a product you need feedback on? There
is not any product testing. The survey results are strictly
related to service the client received from our FHA Resource
Center/contact center and/or agency staff.
5. Please provide your question list.
Paste here the questions or prompts presented to participants in
your activity. If you have an interview / facilitator guide,
that can be attached to the submission and referenced here.
 TITLE OF SURVEY PAGE: HUD Headquarters Survey
 HEADING: Thank you for contacting HUD HQ, we hope your need
was met and your experience was positive. Please help us
improve our services by completing a brief (1-2 minute)
survey. Answering these questions is voluntary, and your
responses are confidential and anonymous.
1. I am satisfied with the service I received from HUD staff.
Scale: 1 (Strongly Disagree), 2 (Disagree), 3 (Neutral), 4
(Agree), 5 (Strongly Agree)
2. My need was addressed.
Scale: 1 (Strongly Disagree), 2 (Disagree), 3 (Neutral), 4
(Agree), 5 (Strongly Agree)
3. I am satisfied with the accuracy of information I received
from HUD/FHA staff.

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Scale: 1 (Strongly Disagree), 2 (Disagree), 3 (Neutral), 4
(Agree), 5 (Strongly Agree)
4. Employees I interacted with were helpful.
Scale: 1 (Strongly Disagree), 2 (Disagree), 3 (Neutral), 4
(Agree), 5 (Strongly Agree)
5. It was easy to complete what I needed to do.
Scale: 1 (Strongly Disagree), 2 (Disagree), 3 (Neutral), 4
(Agree), 5 (Strongly Agree)
6. It took a reasonable amount of time to do what I needed to
do.
Scale: 1 (Strongly Disagree), 2 (Disagree), 3 (Neutral), 4
(Agree), 5 (Strongly Agree)
7. I was treated fairly.
Scale: 1 (Strongly Disagree), 2 (Disagree), 3 (Neutral), 4
(Agree), 5 (Strongly Agree)
8. My experience increased my trust in HUD/FHA.
Scale: 1 (Strongly Disagree), 2 (Disagree), 3 (Neutral), 4
(Agree), 5 (Strongly Agree)
9. How can we make your experience better? (optional)

[Submit]
CLOSING TEXT: Thank you for taking the time to provide
helpful feedback. Your responses are confidential and
anonymous. We'll only use your feedback to improve the
service quality of our Headquarters Team. If you have any
questions about the Survey, please contact the Survey Team
at [email protected].
An official form of the United States government.
OMB Approval #2511-0001 · Expiration Date 09/31/2024
Please make sure that all instruments, instructions, and scripts
are submitted with the request.
6. When will the activity happen? The survey seeks to be included
under an umbrella OMB clearance with other surveys previously
approved for the HUD / FHA Resource Center project.
Describe the time frame or number of events that will occur.
Surveys will be sent to obtain client feedback after engaging
with servicing centers of HUD FHA. There were approximately
1,200 surveys received on a monthly basis for all nine of our
surveys from April-June 2021. We had approximately 895,000

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inquiries in the last year. Percentages were applied to the
total inquires per servicing center to avoid user exhaustion.
This survey will remain on our website in adherence to the
timing of the overall clearance.
7. Is an incentive (e.g., money or reimbursement of expenses,
token of appreciation) provided to participants?
[ ] Yes [ x ] No
If Yes, describe:
BURDEN HOURS
Category of Respondent
Consumers and Industry FHA program
participants

No. of
Respondents
350 monthly
for the
Headquarters
survey

Participation
Time
2 minutes on
average
completion rate

Burden
Hours
11.66
monthly

Totals (Yearly)

4,200

2 minutes

140

CERTIFICATION:
I certify the following to be true:
1. The collections are voluntary;
2. The collections are low-burden for respondents (based on
considerations of total burden hours or burden-hours per
respondent) and are low-cost for both the respondents and the
Federal Government;
3. The collections are non-controversial and do not raise issues
of concern to other Federal agencies;
4. Any collection is targeted to the solicitation of opinions
from respondents who have experience with the program or may
have experience with the program in the near future;
5. Personally identifiable information (PII) is collected only to
the extent necessary and is not retained;
6. Information gathered is intended to be used for general
service improvement and program management purposes
7. Upon agreement between OMB and the agency aggregated data may
be released as part of A-11, Section 280 requirements only on
performance.gov. Summaries of customer research and user
testing activities may be included in public-facing customer
journey maps.
8. Additional release of data will be coordinated with OMB.

Name: Effie L Russell, CX Strategist

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