OMB.report

Federal forms, ICRs, and supporting documents

OMB control number

Generic Clearance for Improving Customer Experience: OMB Circular A–11, Section 280 Implementation) (CMS-10710)

OMB 0938-1382 · HHS/CMS.

OMB 0938-1382

In March 2018, the Administration of President Trump launched the President’s Management Agenda (PMA) and established new Cross-Agency Priority (CAP) Goals. Excellent service was established as a core component of the mission, service, stewardship model that frames the entire PMA, embedding a customer-focused approach in all of the PMA’s initiatives. This model was also included in the 2018 update of the Federal Performance Framework in Circular A-11, ensuring ‘excellent service’ as a focus in future agency strategic planning efforts. The PMA included a CAP Goal on Improving Customer Experience with Federal Services, with a primary strategy to drive improvements within 25 of the nation’s highest impact programs. This effort is supported by an interagency team and guidance in Circular A-11 requiring the collection of customer feedback data and increasing the use of industry best practices to conduct customer research. These Presidential actions and requirements establish an ongoing process of collecting customer insights and using them to improve services. This new request will enable the Centers for Medicare and Medicaid Services (hereafter the Agency) to act in accordance with OMB Circular A-11 Section 280 to ultimately transform the experience of its customers to improve both efficiency and mission delivery, and increase accountability by communicating about these efforts with the public.

The latest form for Generic Clearance for Improving Customer Experience: OMB Circular A–11, Section 280 Implementation) (CMS-10710) expires 2026-12-31 and is listed under ICR 202402-0938-008.

View the official OMB control history on Reginfo.gov.

Latest Forms, Documents, and Supporting Material

Latest forms, documents, and information collections
DocumentType
Form CMS-10970 Medicare Advantage Beneficiary Customer Satisfaction Survey for Complaint ResolutionForm and Instruction
Form CMS-10966 Proposed Qualtrics Survey ScriptForm and Instruction
Form CMS-10909 Medicaid.gov Pop-up SurveyForm and Instruction
Form CMS-10903 Consent formForm and Instruction
Form CMS-10903 Caregiver Eligibility ScreenerForm and Instruction
Form CMS-10903 Generative In-Depth Interview GuideForm and Instruction
Form CMS-10962 CMS-10962. SPANISH_FLH Page Form SurveyForm and Instruction
Form CMS_10962 CMS-10962.ENGLISH FLH Page Form SurveyForm and Instruction
Form CMS-10911 Medicaid.gov Static Feedback ToolForm and Instruction
Form CMS-10910 Insure Kids Now Pop-up SurveyForm and Instruction
Form CMS-10710.GenIC#15 GenIC #15-TRIPTK JourneyAI Survey Medical ProfessionalsForm and Instruction
Form CMS-10710.GenIC#14 GenIC#14-TRIPTK - JourneyAI Survey_Beneficiaries & Caregivers.docxForm and Instruction
Form CMS-10710 CMS-10710.[Medicare Research GenIC#14-TRIPTK] JourneyAI Survey_Beneficiaries & CaregiversForm and Instruction
Form CMS-10710 CMS-10710.[Medicare Research GenIC#13-TRIPTK] Homework_Journey MapForm and Instruction
Form CMS-10710 CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_UX Task & TalkForm and Instruction
Form CMS-10710 CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_Round Table_CaregiversForm and Instruction
Form CMS-10710 CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_Round Table_Beneficiaries.docxForm and Instruction
Form CMS-10710 CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_IDI In-Home DYADs Caregivers and BeneficiariesForm and Instruction
Form CMS-10710 CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_IDI In-Home & Facility_BeneficiariesForm and Instruction
Form CMS-10710#12 CMS-10710.GenIC#12 - DACA - InstrumentForm and Instruction
Form CMS-10911 Medicaid.gov Always On Feedback SurveyForm
Form CMS-10911 Medicaid.gov Feedback SurveyForm and Instruction
Form CMS-10910 Insure Kids Now Customer Feedback SurveyForm and Instruction
Form CMS-10909 Medicaid.gov Customer Feedback SurveyForm and Instruction
Form CMS-10900 CMS-10900.Applicant Screener Survey (7-9-24)Form and Instruction
Form CMS-10710.GenIC#11 CMS-10710 GenIC#11. (CMS 10868) Change of Status InstrumentForm and Instruction
Form CMS-10003 Notice of Denial of Medical CoverageForm and Instruction
Form CMS-10003 Notice Testing GuideForm and Instruction
Form CMS-10146 Notice of Denial of Medicare Part D Drug CoverageForm and Instruction
Form CMS-10146 Notice Testing GuideForm and Instruction
Form CMS-10710.GenIC#4 Healhtcare.gov Web Satisfaction Survey (Instrument)Form and Instruction
Form CMS-10710.GenIC #8 High Impact Trust Survey Medicare (Instrument)Form and Instruction
Form CMS-10710.GenIc#7 CMS-10710#7 - Medicare IVR Customer Sat Survey (A11 Section 280) (30-day)Form and Instruction
Form CMS-10710.GenIC#6 CMS-10710.GenIC#6 - Marketplace IVR Customer Sat Survey (A11 Section 280) (30-day)Form and Instruction
Form CMS-10710.GenIC#5 CMS-10710#5 - Medicare.gov Web Sat Survey (A11 Section 280)Form and Instruction
Form CMS-10710.GenIC#4 CMS-10710.GenIC#4 - Healthcare.gov_Web_Sat_Survey (A11 Section 280)Form and Instruction
CMS-10966_Non-substantive change memo.docxJustification for No Material/Nonsubstantive Change
0938-1382.Justification of Non-sub Change (Technical Correction)-2-29-24.docxJustification for No Material/Nonsubstantive Change
0938-1382.Justification of Non-sub Change (Burden Ceiling Increase)-2-20-24.docxJustification for No Material/Nonsubstantive Change
ICR Template_A11 Section 280 Clearance.docxSupplementary Document
CMS-10710.SupportingStatementPartA (revised final).docxSupporting Statement A
CMS-10710.SupportingStatementPartB (30-day).docxSupporting Statement B
0938-1382.Justification of Non-sub Change (Technical Correction)-2-29-24.docxJustification for No Material/Nonsubstantive Change
0938-1382.Justification of Non-sub Change (Burden Ceiling Increase)-2-20-24.docxJustification for No Material/Nonsubstantive Change
ICR Template_A11 Section 280 Clearance.docxSupplementary Document
CMS-10710.SupportingStatementPartA (revised final).docxSupporting Statement A
CMS-10710.SupportingStatementPartB (30-day).docxSupporting Statement B
Medicare Advantage Beneficiary Customer Satisfaction Survey for Complaint Resolution (CMS-10970) Form and Instruction
Salesforce Customer Relationship Management Satisfaction Survey (CMS-10966) Form and Instruction
[Medicaid] CMS-10909 (Revision): Medicaid.gov Pop-up Survey Form and Instruction
Foundational Generative In-Depth Interviews for Identifying Needs and Challenges of Adult Caregivers' on Issues Related to Access, Technology, Privacy and Data sharing (CMS-10903) Form and Instruction
Foundational Generative In-Depth Interviews for Identifying Needs and Challenges of Adult Caregivers' on Issues Related to Access, Technology, Privacy and Data sharing (CMS-10903) Form and Instruction
Foundational Generative In-Depth Interviews for Identifying Needs and Challenges of Adult Caregivers' on Issues Related to Access, Technology, Privacy and Data sharing (CMS-10903) Form and Instruction
Website Page Feedback Form: Find Local Help on https://www.healthcare.gov (CMS-10962) Form and Instruction
Website Page Feedback Form: Find Local Help on https://www.healthcare.gov (CMS-10962) Form and Instruction
[Medicaid] CMS-10911 (Revision): Medicaid.gov Static Feedback Form and Instruction
[Medicaid] CMS-10910 (Revision): Insure Kids Now Pop-up Survey Form and Instruction
(REVISED) CMS-10710. GenIC#15 – TRIPTK- Journey AI Survey - Medical Professionals Form and Instruction
GenIC#14 – TRIPTK- Journey AI Surveys Beneficiaries and Caregivers Form and Instruction
CMS-10710. GenIC#15 – TRIPTK- Journey AI Survey - Professionals Form and Instruction
CMS-10710. GenIC#13 - TRIPTK Form and Instruction
CMS-10710. GenIC#13 - TRIPTK Form and Instruction
CMS-10710. GenIC#13 - TRIPTK Form and Instruction
CMS-10710. GenIC#13 - TRIPTK Form and Instruction
CMS-10710. GenIC#13 - TRIPTK Form and Instruction
CMS-10710. GenIC#13 - TRIPTK Form and Instruction
GenIC #12 – Usability and Cognitive Testing: HC.gov Application Enhancements for DACA Recipients Form and Instruction
[Medicaid] Medicaid.gov Feedback Survey (CMS-10911) Form
[Medicaid] Medicaid.gov Feedback Survey (CMS-10911) Form and Instruction
[Medicaid] Insure Kids Now Customer Feedback Survey (CMS-10910) Form and Instruction
[Medicaid] Medicaid.gov Customer Feedback Survey (CMS-10909) Form and Instruction
Facing Financial Shock Applicant Recruitment Survey (CMS-10900) Form and Instruction
GenIC #11 - Notice Testing: CMS Notice of Change of Status (CMS-10868) Form and Instruction
CMS-10710.GenIC#10.- Notice Testing: CMS Notice of Denial of Medical Coverage (CMS-10003) Form and Instruction
CMS-10710.GenIC#10.- Notice Testing: CMS Notice of Denial of Medical Coverage (CMS-10003) Form and Instruction
CMS-10710. GenIC #9 - Notice Testing: CMS Notice of Denial of Part D Drug Coverage (CMS-10146) Form and Instruction
CMS-10710. GenIC #9 - Notice Testing: CMS Notice of Denial of Part D Drug Coverage (CMS-10146) Form and Instruction
CMS-10710.GenIC#4 - Healthcare.gov Web Satisfaction Survey (REVISON) Form and Instruction
CMS-10710.GenIC#8 - High Impact Trust Survey Medicare Form and Instruction
CMS-10710.GenIC#7 - Medicare IVR Customer Sat Survey (A11 Section 280) (30-day) Form and Instruction
CMS-10710.GenIC #6 - Marketplace IVR Customer Sat Survey (A11 Section 280) Form and Instruction
CMS-10710.GenIC#5 - Medicare.gov Web Sat Survey (A11 Section 280) Form and Instruction
CMS-10710.GenIC#4 - Healthcare.gov Web Satisfaction Survey (A11 Section 280) Form and Instruction

All Historical Document Collections

Historical document collections
ReferenceFilingReceivedConcludedAction
202609-0938-011 No material or nonsubstantive change to a currently approved collection 2026-10-09
202402-0938-008 No material or nonsubstantive change to a currently approved collection 2024-02-29 Approved without change
202402-0938-006 No material or nonsubstantive change to a currently approved collection 2024-02-20 Approved without change
202309-0938-019 Revision of a currently approved collection 2023-09-30 Approved with change
202012-0938-005 No material or nonsubstantive change to a currently approved collection 2020-12-07 Approved without change
202005-0938-009 New collection (Request for a new OMB Control Number) 2020-05-14 Approved with change

OMB Details

CMS-10710.GenIC#4 - Healthcare.gov Web Satisfaction Survey (A11 Section 280)

Federal Enterprise Architecture: Health - Health Care Services

Information collection instruments
FormNameElectronic accessType
Form CMS-10710.GenIC#4CMS-10710.GenIC#4 - Healthcare.gov_Web_Sat_Survey (A11 Section 280)Fillable FileableForm and instruction

Review document collections for all forms, instructions, and supporting documents - including paper/printable forms.