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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 Generic ICR - OIRA Conclusion
OMB Control No:
1090-0007
ICR Reference No:
201412-1090-003
Status:
Historical Active
Previous ICR Reference No:
201209-1090-001
Agency/Subagency:
DOI/ASPMB
Agency Tracking No:
1090-0007
Title:
American Customer Satisfaction Index "Customer Satisfaction Surveys"
Type of Information Collection:
Revision of a currently approved collection
Common Form ICR:
No
Type of Review Request:
Regular
OIRA Conclusion Action:
Approved without change
Conclusion Date:
05/13/2015
Retrieve Notice of Action (NOA)
Date Received in OIRA:
03/18/2015
Terms of Clearance:
Inventory as of this Action
Requested
Previously Approved
Expiration Date
05/31/2018
36 Months From Approved
05/31/2015
Responses
240,000
0
131,250
Time Burden (Hours)
48,000
0
26,250
Cost Burden (Dollars)
0
0
0
Abstract:
This is a request for a a three-year extension of the generic clearance to conduct customer satisfaction measures of Federal Government programs and services utilizing the methodology of the American Customer Satisfaction Index (ACSI). This extension will allow for continued use of a data-driven, statistically valid approach to understanding customer satisfaction with agency interactions and processes. By using the ACSI methodology, agencies gain important insights about who their customers are and what specifically drives their satisfaction. This allows decision-makers to objectively measure their processes and/or service delivery and use the results to allocate resources more effectively. The ultimate objective is to help agencies become more citizen-centric and achieve higher levels of citizen trust and confidence.
Authorizing Statute(s):
EO: EO 13450 Name/Subject of EO: Improving Government Program Performance
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
US Code:
31 USC 1116
Name of Law: Government Performance Results 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:
79 FR 68689
11/18/2014
30-day Notice:
Federal Register Citation:
Citation Date:
80 FR 14152
03/18/2015
Did the Agency receive public comments on this ICR?
No
Number of Information Collection (IC) in this ICR:
157
IC Title
Form No.
Form Name
NHSC Participant Survey
015
NHSC Participant Survey
2015 749 AMS MN Customer Satisfaction Survey
749
2015 AMS MN Customer Satisfaction Survey
2015 750 VHA SB Survey
750
2015 750 VHA SB Survey
2015 751 AFI_Grantee Satisfaction Survey Instrument
751
2015 751 AFI Grantee Satisfaction Survey Instrument
2015 752 OCS_CSGB_ACSI Survey of Eligible Entitities
752
2015 752 OCS_CSBG_ACSI Survey of Eligible Entitites
2015 753 UDSA ACSI Webmoniter Survey
753
2015 753 USDA ACSI Web Monitor Survey
2015 754 HRSA HAB CAREWare Customer Satisfaction and User Questionnaire - 2015 756 VBA Insurance Overall Questionnaire
755, 754, 756
2015 754 HRSA HAB CAREWare Customer Satisfaction and User Questionnaire
,
2015 755 HRSA HAB - ART Survey
,
2015 756 VBA Insurance Overall Questionnaire
2015 757 NIH NIAID Survey
757
2015 757 NIH NIAID Survey
2015 758 CMS OFM Provider Satisfaction Survey
758
2015 CMS OFM Provider Satisfaction Survey
2015 759 Questionnaire Fogarty Webmonitor
759
2015 759 Questionnaire - Fogarty Webmonitor
2015 760 OCS_CSBG_ACSI Survey of States
760
2015 760 OCS_CSBG_ACSI Survey of States
2015 761 USDA QAD - Customer Satisfaction Questionnaire - Final - 12.15.15 (2)
761
2015 761 USDA QAD - Customer Satisfaction Questionnaire - Final - 12.15.15 (2)
2015 762 Final NCES Questionnaire 2016
762
2015 762 Final NCES Questionnaire 2016
2015 763 USDA New Farmers Program - Customer Satisfaction Questionnaire - Final
763
2015 763 USDA New Farmers Program - Customer Satisfaction Questionnaire - Final
2015 764 NCA_Questionnaire_2016 (same as last year)
764
2015 764 NCA_Questionnaire_2016 (same as last year)
2015 764 NCA_Questionnaire_2016 (same as last year)
764
2015 764 NCA_Questionnaire_2016 (same as last year)
2015 765 FinCEN Compliance MOU Customer Survey 2_25_16
765
2015 765 FinCEN Compliance MOU Customer Survey 2_25_16
2015 766 GSA WebMonitor Questionnaire - Final
766
2015 766 GSA WebMonitor Questionnaire - Final
2015 767 HRSA Grantee Satisfaction Survey_for CFI FCG v2
767
2015 767 HRSA Grantee Satisfaction Survey_for CFI FCG v2
2015 768 FEMA - BSB Printed Pubs Sat Survey_v0_20151124
768
2015 768 FEMA - BSB Printed Pubs Sat Survey_v0_20151124
2015 769 FinCEN BSA E-Filing Customer Survey 2016_to OMB
769
2015 769 FinCEN BSA E-Filing Customer Survey 2016_to OMB
2015 770 5ACSI E-Verify Questionnaire for OBM clearance
770
2015 770 5ACSI E-Verify Questionnaire for OBM clearance
2015 771 Dept of ED CFO Grantee Questionnaire CORE + ALL CUSTOM_Final
771
2015 771 Dept of ED CFO Grantee Questionnaire CORE + ALL CUSTOM_Final
2015 772 FinCEN Domestic Analytic Products Survey to OMB
772
2015 772 FinCEN Domestic Analytic Products Survey to OMB
2015 773 FinCEN Portal_Query Survey_to OMB
773
2015 773 FinCEN Portal_Query Survey_to OMB
2016 774 MSI Questionnaire Final 04062016
774
2016 774 MSI Questionnaire Final 04062016
2016 775 FAA Website Questionnaire - Final - 5.6.16
775
2016 775 FAA Website Questionnaire - Final - 5.6.16
2016 775 Foreign FIU Survey_v1_clean
775
2016 775 Foreign FIU Survey_v1_clean
2016 776 BPHC 2016 Stakeholder Satisfaction Survey Questionnaire Final
776
2016 776 BPHC 2016 Stakeholder Satisfaction Survey Questionnaire Final
2016 776 Resource Center Customer Survey_final_to OMB
776
2016 776 Resource Center Customer Survey_final_to OMB
2016 777 BCA Passport Survey FINAL_ to OMB
777
2016 777 BCA Passport Survey FINAL_ to OMB
2016 778 LBI ACSI Questionnaire - 7.11.2016
778
2016 778 LBI ACSI Questionnaire - 7.11.2016
2016 779 SBSE ACSI Questionnaire - 7.11.2016
779
2016 779 SBSE ACSI Questionnaire - 7.11.2016
2016 780 WI ACSI Questionnaire - 7.11.2016
780
2016 780 WI ACSI Questionnaire - 7.11.2016
2016 781 NURSE Corps 2016 Participant Questionnaire_FINAL_20160721
781
2016 781 NURSE Corps 2016 Participant Questionnaire_FINAL_20160721
2016 782 NHSC 2016 Participant Questionnaire _FINAL_20160721
782
2016 782 NHSC 2016 Participant Questionnaire _FINAL_20160721
2016 783 SBA ODA Customer Satisfaction Survey 2016_FINAL
783
2016 783 SBA ODA Customer Satisfaction Survey 2016_FINAL
2016 784 NASA LANCE Questionnaire
784
2016 784 NASA LANCE Questionnaire
2016 785 EOSDIS Questionnaire
785
2016 785 EOSDIS Questionnaire
2016 786 DOI OST Call Center Questionnaire - Final
786
2016 786 DOI OST Call Center Questionnaire - Final
2016 787 DOE_WAP_ACSI Survey of States_Grantees_2016 Questionnaire_Final
787
2016 787 DOE_WAP_ACSI Survey of States_Grantees_2016 Questionnaire_Final
2016 788 VHA_Inpatient 2016 Survey
788
2016 788 VHA_Inpatient 2016 Survey
2016 789 VHA_Outpatient 2016 Survey
789
2016 789 VHA_Outpatient 2016 Survey
2016 790 HRSA HAB Grantee Questionnaire - 2016 Final Edits for CFI RR Final Edits 9-26-16 OMB review
790
2016 790 HRSA HAB Grantee Questionnaire - 2016 Final Edits for CFI RR Final Edits 9-26-16 OMB review
2016 791 ACSI E-Verify Questionnaire initial draft with USCIS CFI edits 20160510_NR changes accepted (1)
791
2016 791 ACSI E-Verify Questionnaire initial draft with USCIS CFI edits 20160510_NR changes accepted (1)
2016 792 HRSA HAB CAREWare Customer Satisfaction and User Questionnaire - 2016- OMB submission
792
2016 792 HRSA HAB CAREWare Customer Satisfaction and User Questionnaire - 2016- OMB submission
2016 793 DOI OST Beneficiaries Questionaire_Final
793
2016 793 DOI OST Beneficiaries Questionaire_Final
2016 793 NPS Contracting Office Customer Satisfaction Survey_Final to OMB
793
2016 793 NPS Contracting Office Customer Satisfaction Survey_Final to OMB
2016 794 DOE_WAP_ACSI Survey of Local Agencies_2016
794
2016 794 DOE_WAP_ACSI Survey of Local Agencies_2016
2016 795 Questionnaire_climate.gov_CFI-Draft-1.3
795
2016 795 Questionnaire_climate.gov_CFI-Draft-1.3
2016 796 Questionaire _CRT_Webmonitor _CFI -Draft-1.5
796
2016 796 Questionaire _CRT_Webmonitor _CFI -Draft-1.5
2016 800 PBGC Premium Filer Questionnaire 2017_FINAL
2017 801 MSI Questionnaire_CMS Final _Approved 3-3-17
801
2017 801 MSI Questionnaire_CMS Final _Approved 3-3-17
2017 802 E-Verify CCO Survey_2017 Proposed Revisions_20170315_c
802
2017 802 E-Verify CCO Survey_2017 Proposed Revisions_20170315_c
2017 803 Dept of ED CFO Grantee Questionnaire_to OMB
803
2017 803 Dept of ED CFO Grantee Questionnaire_to OMB
2017 804 FinCEN Domestic Analytic Products Survey_to OMB (1)
804
2017 804 FinCEN Domestic Analytic Products Survey_to OMB (1)
2017 805 FinCEN BSA E-Filing Customer Survey 2017_to OMB
805
2017 805 FinCEN BSA E-Filing Customer Survey 2017_to OMB
2017 806 FinCEN Compliance MOU Customer Survey 2_1_16 to OMB
806
2017 806 FinCEN Compliance MOU Customer Survey 2_1_16 to OMB
2017 807 FinCEN Portal_Query Survey_to OMB
807
2017 807 FinCEN Portal_Query Survey_to OMB
2017 808 Foreign FIU Survey_to OMB
808
2017 808 Foreign FIU Survey_to OMB
2017 809 Resource Center Customer Survey_to OMB
809
2017 809 Resource Center Customer Survey_to OMB
2017 810 WI ACSI Questionnaire - 5.31
810
2017 810 WI ACSI Questionnaire - 5.31
2017 811 LBI ACSI Questionnaire -5.31
811
2017 811 LBI ACSI Questionnaire -5.31
2017 812 SBSE ACSI Questionnaire - 5.31
812
2017 812 SBSE ACSI Questionnaire - 5.31
2017 813 FEMA HMA Survey Draft 6-20-17 V3.2
813
2017 813 FEMA HMA Survey Draft 6-20-17 V3.2
2017 814 HRSA Grantee Satisfaction Survey - 6-16-17 Final
814
2017 814 HRSA Grantee Satisfaction Survey - 6-16-17 Final
2017 815 BPHC 2017 Stakeholder Satisfaction Survey Questionnaire.v2
815
2017 815 BPHC 2017 Stakeholder Satisfaction Survey Questionnaire.v2
2017 816 NHSC Participant Satisfaction Survey - Updated_20170718-CLEAN
816
2017 816 NHSC Participant Satisfaction Survey - Updated_20170718-CLEAN
2017 817 NHSC Site Satisfaction Survey - Updated_20170718-CLEAN
817
2017 817 NHSC Site Satisfaction Survey - Updated_20170718-CLEAN
2017 818 NURSE Corps Participant Satisfaction Survey - Updated_20170718-CLEA...
818
2017 818 NURSE Corps Participant Satisfaction Survey - Updated_20170718-CLEA...
2017 819 SBA ODA Customer Satisfaction Survey 2017_FINAL_20170815
819
2017 819 SBA ODA Customer Satisfaction Survey 2017_FINAL_20170815
2017 820 ACSI Survey Questions_BCA Passport (Final Aug 16 2017)
820
2017 820 ACSI Survey Questions_BCA Passport (Final Aug 16 2017)
2017 821 EOSDIS Questionnaire - Combined updated v2 clean
821
2017 821 EOSDIS Questionnaire - Combined updated v2 clean
2017 822 Questionnaire_USGS Webmonitor_CFI Group Final_8.24.17
822
2017 822 Questionnaire_USGS Webmonitor_CFI Group Final_8.24.17
2017 823 CSSurvey Questionnaire 2018_v4
823
2017 823 CSSurvey Questionnaire 2018_v4
2017 824 FY18Q1_PopupSurvey_Clean_FINAL_091117_to OMB
824
2017 824 FY18Q1_PopupSurvey_Clean_FINAL_091117_to OMB
2017 825 OCS_CSBG_ACSI Survey of States_2017 Instrument_v2 to OMB
825
2017 825 OCS_CSBG_ACSI Survey of States_2017 Instrument_v2 to OMB
2017 826 VHA_Outpatient 2017 Survey to OMB
826
2017 826 VHA_Outpatient 2017 Survey to OMB
2017 827 VHA_Inpatient 2017 Survey to OMB
827
2017 827 VHA_Inpatient 2017 Survey to OMB
2017 828 BCA Call Center Survey 2017 v3.1
828
2017 828 BCA Call Center Survey 2017 v3.1
2017 829 CHAMPVA Survey 2017 v2
829
2017 829 CHAMPVA Survey 2017 v2
2017 830 Spina Bifida Survey 2017 v2
830
2017 830 Spina Bifida Survey 2017 v2
2017 831 SBA survey v5.0
831
2017 831 SBA survey v5.0
2017 832 Benefits.gov - WebMonitor Questionniare - Final
832
2017 832 Benefits.gov - WebMonitor Questionniare - Final
2017 833 ACSI E-Verify Questionnaire 20171102 to OMB
833
2017 833 ACSI E-Verify Questionnaire 20171102 to OMB
2017 834 B CA Call Center Survey 2017 v3.0 Spanish
834
2017 834 B CA Call Center Survey 2017 v3.0 Spanish
2017 835 PBGC Premium Filer Questionnaire 2018_FINAL to OMB
835
2017 835 PBGC Premium Filer Questionnaire 2018_FINAL to OMB
2017 836 NPS CSP - Satisfaction Pilot Questionnaire Draft to FCG
836
2017 836 NPS CSP - Satisfaction Pilot Questionnaire Draft to FCG
2017 837 NCES Questionnaire 2017_to OMB
837
2017 837 NCES Questionnaire 2017_to OMB
2017 838 USCIS Welcome Booklet Survey_to OMB 12-14
838
2017 838 USCIS Welcome Booklet Survey_to OMB 12-14
2018 002 FinCEN Compliance MOU Customer Survey 2018_FINAL_to OMB
002
2018 002 FinCEN Compliance MOU Customer Survey 2018_FINAL_to OMB
2018 002 Products and Services_2018_FINAL
002
2018 002 Products and Services_2018_FINAL
2018 003 FinCEN Portal_Query Survey FINAL
003
2018 003 FinCEN Portal_Query Survey FINAL
2018 004 FinCEN BSA E-Filing Customer Survey 2018_FINAL
004
2018 004 FinCEN BSA E-Filing Customer Survey 2018_FINAL
2018 004 Retiree ACSI Instrument 2018
004
2018 004 Retiree ACSI Instrument 2018
2018 005 VA MOVE! Patient Experience Survey 2018_FINAL_3-23-18 -updated 6-22-18
005
2018 005 VA MOVE! Patient Experience Survey 2018_FINAL_3-23-18 -updated 6-22-18
2018 006 Foreign FIU Survey_to OMB
006
2018 006 Foreign FIU Survey_to OMB
2018 007 Questionnaire_NPS.gov_Final Draft (1)
007
2018 007 Questionnaire_NPS.gov_Final Draft (1)
2018 011 Dept of ED CFO Grantee Questionnaire_to OMB_6.19.18
011
2018 011 Dept of ED CFO Grantee Questionnaire_to OMB_6.19.18
2018 012 LBI ACSI Questionnaire
007
2018 012 LBI ACSI Questionnaire
2018 013 SBSE ACSI Questionnaire
013
2018 013 SBSE ACSI Questionnaire
2018 014 WI ACSI Questionnaire
014
2018 014 WI ACSI Questionnaire
CMS Contractor Survey
744
CMS MAC Questionnaire
CMS PCG Customer Satisfaction Survey
019
CMS PCG Customer Satisfaction Survey
DOJ COPS Questionnaire
748
DOJ COPS Annual Survey
DOJ JAG Questionnaire
747
DOJ JAG Questionnaire
Department of Ed Grantee Survey
718
Dept of ED CFO Grantee Questionnaire
Dept. of ED Call Center
723
Dept of ED Call Center Questionnaire
E-Verify Customer Contact Center
722
Customer Contact Center Survey E-Verify
E-Verify Customer Satisfaction Survey
735
E-Verification Customer Satisfaction Survey
ED NCES Survey
741
NCES Questionnaire
FAA Air Traffic Control Quarterly Survey
712
FAA Air Traffic Control Organization FSS Quarterly
FEMA BSB Printed Pubs Sat_Survey
703
2015 FEMA - BSB Printed Pubs Sat Survey
FEMA Local Officials Questionnaire
720
FEMA Local Officials Questionnaire
FTC Questionnaire
724
FTC Questionnaire
FinCEN BSA E-Filing Customer Survey
701
FinCEN BSA E-Filing Customer Survey
FinCEN Compliance MOU Customer Survey
702
FinCEN Compliance MOU Customer Survey
FinCEN Domestic Analytics Products Survey
710
Domestic Analytics Products Survey
FinCEN Foreign FIU Questionnaire
709
Foreign FIU Survey
FinCEN Portal Query Survey
711
FinCEN Portal Query Survey
FinCEN Regulatory Resource Center Survey
008
FinCEN Regulatory Resource Center Survey
FinCEN Resource Center Customer Survey
719
FinCEN Resource Center Customer Survey
FinCEN SAR Activity Review
746
SAR Activity Review
HRSA BPHC Health Care Program
730
HRSA BPHC Health Center Program Survey
HRSA HAB Grantee Questionniare
706
HRSA HAB Grantee Questionnaire
HRSA MCHB
743
HRSA MCHB
IRS LBI ACSI Questionnaire
716
IRS LBI ACSI Questionnaire
IRS SBE ACSI Questionnaire
714
IRS SBSE ACSI Questionnaire
IRS WI ACSI Questionaire
715
IRS WI ACSI Questionnaire
NASA EOSDIS Questionnaire
731
EOSDIS Questionnaire
NASA Earthdata Survey
007
NASA Earthdata Survey
NASA Lance Questionnaire
736
NASA LANCe Questionnaire
NCA Customer Satisfaction Survey
745
NCA Customer Satisfaction Mail Survey
NHSC Participant Survey
707
NHSC Participant Questionnaire
NOAA NWS General
732
NWS General
NWS Internet Panel
721
NWS InternetPanel DCY SR
Nurse Corps Participant Survey
708
NURSE Corps Participant Questionnaire
Nurse Corps Participant Survey
016
Nurse Corps Participant Survey
PBGC Participant Caller ACSI Survey
705
PBGC Participant Caller ACSI Instrument
PBGC Premium Filer Questionnaire
713
PBGC Premium Filer Questionnaire
PBGC Retiree ACSI Instrument
704
PBGC Retiree ACSI Instrument
RRB Rail Employers Survey
740
RRB Rail Employers Survey
Recreation Customer Service Survey
725
Recreation Customer Service Survey
SBA ODA Customer Satisfaction Survey
717
SBA ODA Customer Satisfaction Survey
SBA ODA Customer Service Survey
018
SBA ODA Customer Satisfaction Survey
SEC OIEA Email Survey
726
SEC OIEA Questionnaire Email
SEC OIEA IVR Questionnaire
727
SEC OIEA Questionnaire IVR
State Passport Services Survey
733
State Passport Services Survey
U.S. Mint Call Center Questionnaire
728
US Mint Call Center Questionnaire
USDA FSIS Call Center
729
USDA FSIS Call Center Questionnaire
USDA Forest Service R&D Satisfaction Survey
734
USDA Forest Service RD Customer Satisfaction Questionnaire
USDA Forest Service RD Questionnaire
700
USDA Forest Service RD Customer Satisfaction Questionnaire
USDA Market News
017
USDA Market News
USDA NASS Customer Satisfaction Survey
739
NASS Customer Satisfaction Survey
VHA Champ Questionnaire
742
ACSI CHAMPVA
VHA Inpatient Survey
738
VHAInpatient Survey
VHA Outpatient Survey
737
VHA Outpatient
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
240,000
131,250
0
0
108,750
0
Annual Time Burden (Hours)
48,000
26,250
0
0
21,750
0
Annual Cost Burden (Dollars)
0
0
0
0
0
0
Burden increases because of Program Change due to Agency Discretion:
No
Burden Increase Due to:
Burden decreases because of Program Change due to Agency Discretion:
No
Burden Reduction Due to:
Short Statement:
Annual Cost to Federal Government:
$4,014,332
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:
Richard Tate 202 513-7655 richard_tate@nbc.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:
03/18/2015
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