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Please note that the OMB number and expiration date may not have been determined when this Information Collection Request and associated Information Collection forms were submitted to OMB. The approved OMB number and expiration date may be found by clicking on the Notice of Action link below.
View ICR - OIRA Conclusion
OMB Control No:
0925-0208
ICR Reference No:
201512-0925-003
Status:
Historical Active
Previous ICR Reference No:
201210-0925-004
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
Type of Information Collection:
Revision of a currently approved collection
Common Form ICR:
No
Type of Review Request:
Regular
OIRA Conclusion Action:
Approved with change
Conclusion Date:
04/06/2016
Retrieve Notice of Action (NOA)
Date Received in OIRA:
12/28/2015
Terms of Clearance:
Inventory as of this Action
Requested
Previously Approved
Expiration Date
04/30/2019
36 Months From Approved
04/30/2016
Responses
127,726
0
110,000
Time Burden (Hours)
3,387
0
2,686
Cost Burden (Dollars)
0
0
0
Abstract:
This is an information collection request for a revision for three years. NCI’s Contact Center, The Cancer Information Service (CIS), currently collects demographic, customer service and smoking cessation information from clients contacting CIS by telephone, email and through LiveHelp (an online instant messaging service). Information is collected in order to properly plan, implement, and evaluate cancer education efforts and to provide smoking cessation services tailored to the individual client’s needs. Since its inception in 1976, the CIS has handled more than 12 million calls from the public. The potential universe of Cancer Information Service (CIS) clients is almost 319 million respondents based on the U.S. Census estimate for 2014 of adults estimated to be 18 years and older.
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:
80 FR 58268
09/28/2015
30-day Notice:
Federal Register Citation:
Citation Date:
80 FR 79596
12/22/2015
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
CIS Email Intake Form (Appendix 2_REV)
6
Email Intake
CIS LiveHelp Questionnaire (Appendix 1B_REV)
3
LiveHelp Questionnaire
CIS Smoking Cessation Proactive Follow-ups (Appendix 1D_REV)
CIS Smoking Cessation Reactive Service "Demographic" Questions (Appendix 1C_REV)
5
Smoking Cessation Reactive Service Demographic Questions
CIS Smoking Cessation Reactive Service "Intake" Questions (Appendix 1C_REV)
4
Smoking Cessation Reactive Service Client Questions
CIS Telephone Customer Service Questions (Appendix 1A_REV)
1
Telephone Customer Service Questions
CIS Telephone Demographic Questions (Appendix 1A_REV)
2
Telephone Demographic Questions
Customer Satisfaction Survey
6
Appendix 9 Customer Satisfaction Survey Questions
E-mail Clients
8
Appendix 2 Email Intake Form on Cancer,gov
LiveHelp Clients
7
Appendix 1B LiveHelp Demographic Questions and Sample Transcript
Smoking Cessation Clients Demographic Questions
4
Appendix 1C Smoking Cessation Questions
Smoking Cessation Clients Smoking Cessation "Intake" Questions
3
Appendix 1C Smoking Cessation Questions
Telephone Clients Customer Service
1
Appendix 1A Customer Service and Demographic Questions
Telephone Clients Demographic Questions
2
Appendix 1A Customer Service and Demographic Questions
VA Smoking Cessation Clients Call Backs
5
Appendix 1D VA Smoking Cessation Callback
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
127,726
110,000
0
127,726
-110,000
0
Annual Time Burden (Hours)
3,387
2,686
0
3,387
-2,686
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:
In this OMB package, we are requesting the addition of three customer service questions aimed at assessing the satisfaction the client have with use of the CIS service. The customer satisfaction survey is to be used in follow up emails after phone calls, cancer.gov emails and at the end of LH sessions.
Annual Cost to Federal Government:
$133,883
Does this IC contain surveys, censuses, or employ statistical methods?
Yes
Part B of Supporting Statement
Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002?
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?
Uncollected
Agency Contact:
Tawanda Abdelmouti 240 276-5530 ta401@nih.gov
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:
12/28/2015
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