Collection of Customer Service, Demographic and Smoking/Tobacco Use Information from NCI's Contact Center, Cancer Information Service (CIS) Clients (NCI)

Forms and Documents

Document Name	Status
Form 1 Cancer Info Call Backs Form	Modified
Form 1 VA Calls Backs Form	Modified
Form 1 E-mail Intake form Form	Modified
Form 1 LiveHelp Questions Form	Modified
Form 1 VA Smoking Cessation Form	Modified
Form 1 Demographic & Customer Satisfaction Questions (App. 9) Form	Modified
Form 1 Smoking Cessation "Intake" Questions Form	Modified
Form 1A Demographic & Customer Satisfaction Questions (App.1A or 1 AB) Form	Modified
Appendix 11 Public Comments for 60-Day FRN.docx Supplementary Document	2025-05-22
Appendix 10 Electronic Contact Record Form and Screen Shots.docx Supplementary Document	2025-05-22
Appendix 9 Customer Satisfaction Survey Questions.docx Supplementary Document	2025-05-22
Appendix 8 CC Annual Data Report.docx Supplementary Document	2025-05-22
Appendix 7 Confidentiality of Communications Policy.docx Supplementary Document	2025-05-22
Appendix 6 Office of Human Subject Research Not Applicable.docx Supplementary Document	2025-05-22
Appendix 5 Privacy Act Memo.pdf Supplementary Document	2025-05-22
Appendix 4 PIA 10.31.2024_modified.pdf Supplementary Document	2025-05-22
Appendix 3 Social Media.docx Supplementary Document	2025-05-22
0208 30-Day Published FRN.pdf Supplementary Document	2025-05-22
SSA CIS 2025 FINAL - 4.10.2025.docx Supporting Statement A	2025-05-22

IC Document Collections

IC ID	Document Title	Status
251014	Cancer Info Call Backs Form	Modified
232457	VA Calls Backs Form	Modified
219416	E-mail Intake form Form	Modified
219415	LiveHelp Questions Form	Modified
219413	VA Smoking Cessation Form	Modified
219411	Demographic & Customer Satisfaction Questions (App. 9) Form	Modified
219410	Smoking Cessation "Intake" Questions Form	Modified
219408	Demographic & Customer Satisfaction Questions (App.1A or 1 AB) Form	Modified

ICR Details

OMB Control No: 0925-0208	ICR Reference No: 202504-0925-001
Status: Received in OIRA	Previous ICR Reference No: 202201-0925-001
Agency/Subagency: HHS/NIH	Agency Tracking No:
Title: Collection of Customer Service, Demographic and Smoking/Tobacco Use Information from NCI's Contact Center, Cancer Information Service (CIS) Clients (NCI)
Type of Information Collection: Reinstatement with change of a previously approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 05/28/2025

	Requested	Previously Approved
Expiration Date	36 Months From Approved
Responses	89,058	0
Time Burden (Hours)	6,343	0
Cost Burden (Dollars)	0	0

---

Abstract: This is an information collection request for a reinstatement with change for three years. NCI’s Cancer Information Service (CIS) currently collects demographic, customer service, and smoking cessation information from clients contacting the CIS by telephone, email, and through LiveHelp (an online instant messaging service). Information is collected to properly plan, implement, and evaluate cancer education efforts and provide smoking cessation services tailored to the individual client’s needs. Since its inception in 1976, the CIS has handled approximately 12 million calls from the public. The potential universe of the Cancer Information Service (CIS) clients is almost 262 million respondents based on the U.S. Census estimate for 2023 of adults who are 18 years and older. Changes to this submission include 3 updated Appendices to include the new SPD 15 guidelines and 1 Appendix update to include three new questions.

---

Authorizing Statute(s): US Code: 42 USC 410 Name of Law: Public Health Service Act
   US Code: 42 USC 412 (285a-1) Name of Law: Public Health Service Act
  

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:
	89 FR 81088	10/07/2024
30-day Notice:	Federal Register Citation:	Citation Date:
	90 FR 21055	05/16/2025
Did the Agency receive public comments on this ICR? Yes

---

Number of Information Collection (IC) in this ICR: 8

IC Title	Form No.	Form Name
Cancer Info Call Backs	1	Cancer Information Call Backs
Demographic & Customer Satisfaction Questions (App. 9)	1	Customer Service and Demographic Questions
Demographic & Customer Satisfaction Questions (App.1A or 1 AB)	1A, 1AB	Customer Service and Demographic Questions ,   Customer Service and Demographic Questions
E-mail Intake form	1	Email Intake Form
LiveHelp Questions	1	Live Help Questions
Smoking Cessation "Intake" Questions	1	Smoking Cessation Intake Questions
VA Calls Backs	1	VA Call Backs
VA Smoking Cessation	1	Smoking Call Back Task

---

ICR Summary 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	89,058	0	0	89,058	0	0
Annual Time Burden (Hours)	6,343	0	0	6,343	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 an information collection request for a reinstatement with change for three years. NCI’s Cancer Information Service (CIS) currently collects demographic, customer service, and smoking cessation information from clients contacting the CIS by telephone, email, and through LiveHelp (an online instant messaging service). Information is collected to properly plan, implement, and evaluate cancer education efforts and provide smoking cessation services tailored to the individual client’s needs. Since its inception in 1976, the CIS has handled approximately 12 million calls from the public. The potential universe of the Cancer Information Service (CIS) clients is almost 262 million respondents based on the U.S. Census estimate for 2023 of adults who are 18 years and older. Changes to this submission include 3 updated Appendices to include the new SPD 15 guidelines and 1 Appendix update to include three new questions.

---

Annual Cost to Federal Government: $136,701

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.     Yes

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.     Yes

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: 05/28/2025

---