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

IC Document Collections

IC ID	Collection	Type	Status	Form
251014	Cancer Info Call Backs	Form	Modified	Cancer Information Call Backs
251014	Cancer Info Call Backs	Form	Modified
232457	VA Calls Backs	Form	Modified	VA Call Backs
232457	VA Calls Backs	Form	Modified
219416	E-mail Intake form	Form	Modified	Email Intake Form
219416	E-mail Intake form	Form	Modified
219415	LiveHelp Questions	Form	Modified	Live Help Questions
219415	LiveHelp Questions	Form	Modified
219413	VA Smoking Cessation	Form	Modified	Smoking Call Back Task
219413	VA Smoking Cessation	Form	Modified
219411	Demographic & Customer Satisfaction Questions (App. 9)	Form	Modified	Customer Service and Demographic Questions
219411	Demographic & Customer Satisfaction Questions (App. 9)	Form	Modified
219410	Smoking Cessation "Intake" Questions	Form	Modified	Smoking Cessation Intake Questions
219410	Smoking Cessation "Intake" Questions	Form	Modified
219408	Demographic & Customer Satisfaction Questions (App.1A or 1 AB)	Form	Modified	Customer Service and Demographic Questions
219408	Demographic & Customer Satisfaction Questions (App.1A or 1 AB)	Form	Modified	Customer Service and Demographic Questions
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: Active	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
OIRA Conclusion Action: Approved without change	Conclusion Date: 07/01/2025
Retrieve Notice of Action (NOA)	Date Received in OIRA: 05/28/2025
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	07/31/2028	36 Months From Approved
Responses	89,058	0	0
Time Burden (Hours)	6,343	0	0
Cost Burden (Dollars)	0	0	0

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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.

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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

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

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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

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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

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ICR Summary 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	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.

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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

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Common Form ICR:  No

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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

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