Collection of Qualitative Feedback on Agency Service Delivery

Forms and Documents

Document	Type	Status	Availability
1545-2256 Change Request -add burden_6-3-2025.docx	Justification for No Material/Nonsubstantive Change	Uploaded 2025-06-03	Repair queued
1545-2256 Change Request -add burden.docx	Justification for No Material/Nonsubstantive Change	Uploaded 2025-05-01	Repair queued
1545-2256 Supporting Statement B.docx	Supporting Statement B	Uploaded 2023-08-23	Repair queued
1545-2256 Supporting Statement B.docx	Supporting Statement B	Uploaded 2023-08-23	Missing upstream
1545-2256 Supporting Statement A-add burden 6-3-2025.docx	Supporting Statement A	Uploaded 2025-06-03	Available
1545-2256 Supporting Statement A-add burden.docx	Supporting Statement A	Uploaded 2025-04-28	Missing upstream

IC Document Collections

IC ID	Collection	Type	Status	Form
275673	Voicebot Surveys	Other-survey	New
269553	Chatbot personality unmoderated usability testing	Other-Screener Questionnaire	Unchanged
267324	WISS RG3 Usability Testing - OLA	Other-Moderator Guide	Unchanged
265528	2024 Taxpayer Experience Research Interview	Other-Moderator's Guide	Unchanged
264036	Exploratory Interview + Usability Test into Taxpayer Experiences with Digital Asset Reporting	Other-Script	Unchanged
264033	Survey on Taxpayer Experiences and Preferences in Digital Asset Reporting	Other-Survey	Unchanged

ICR Details

OMB Control No: 1545-2256	ICR Reference No: 202504-1545-015
Status: Active	Previous ICR Reference No: 202308-1545-012
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: Collection of Qualitative Feedback on Agency Service Delivery
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 06/06/2025
Retrieve Notice of Action (NOA)	Date Received in OIRA: 05/01/2025
Terms of Clearance: requested burden changed during OMB review.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	11/30/2026	11/30/2026	11/30/2026
Responses	175,000	0	24,636
Time Burden (Hours)	30,000	0	10,000
Cost Burden (Dollars)	0	0	0

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Abstract: This collection of information is necessary to enable the IRS to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from our customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the IRS's programs.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: SETTING CUSTOMER SERVICE STANDARDS
   EO: EO 13571 Name/Subject of EO: Streamlining Service Delivery and Improving Customer Service
  

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:
	88 FR 31597	05/17/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 60012	08/30/2023
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 6

IC Title	Form No.	Form Name
2024 Taxpayer Experience Research Interview
Chatbot personality unmoderated usability testing
Exploratory Interview + Usability Test into Taxpayer Experiences with Digital Asset Reporting
Survey on Taxpayer Experiences and Preferences in Digital Asset Reporting
Voicebot Surveys
WISS RG3 Usability Testing - OLA

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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	175,000	24,636	0	150,364	0	0
Annual Time Burden (Hours)	30,000	10,000	0	20,000	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: The IRS is making this change request submission to increase the bank of burden hours.

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Annual Cost to Federal Government: $67,420

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

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

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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: 05/01/2025

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