View Information Collection Request (ICR) Package
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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:
0938-1185
ICR Reference No:
201904-0938-017
Status:
Historical Active
Previous ICR Reference No:
201611-0938-004
Agency/Subagency:
HHS/CMS
Agency Tracking No:
OC
Title:
Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (CMS-10415)
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:
11/05/2019
Retrieve Notice of Action (NOA)
Date Received in OIRA:
04/30/2019
Terms of Clearance:
Inventory as of this Action
Requested
Previously Approved
Expiration Date
11/30/2022
36 Months From Approved
11/30/2019
Responses
1,000,000
0
1,000,000
Time Burden (Hours)
50,000
0
50,000
Cost Burden (Dollars)
0
0
0
Abstract:
This collection of information is necessary to enable the Agency 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 agency's programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning of issues with service, or focus attention on areas where communication, training or changes in operations might improve delivery of products or services. These collections will allow for ongoing, collaborative and actionable communications between the Agency and its customers and stakeholders. It will also allow feedback to contribute directly to the improvement of program management.
Authorizing Statute(s):
EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
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:
84 FR 7063
03/01/2019
30-day Notice:
Federal Register Citation:
Citation Date:
84 FR 18289
04/30/2019
Did the Agency receive public comments on this ICR?
No
Number of Information Collection (IC) in this ICR:
41
IC Title
Form No.
Form Name
(CMS-10723) 12SOW Patient Activiation Assessment
CMS-10723
Patient Activation Survey
(CMS-10776) IPRO 2020 Collaborator Satisfaction Survey-Request for Approval-Nursing Homes
CMS-10776
Collaoborator Survey Nursing Home
Account Manager Satisfaction Survey (CMS-10748)
CMS-10748
Account Manager Satisfaction Survey
Account Manager Satisfaction Survey (CMS-10748)
CMS-10748
Account Manager Satisfaction Survey
Beneficiary Care Management Program, Beneficiary Experience Survey (CMS-10729)
CMS-10729
Beneficiary Satisfaction Survey
Beneficiary Contact Center Customer Satisfaction Survey
CMS-10415
IVR Phone Script
CMS-10726 Survey Refinement for the Qualified Health Plan Enrollee Experience Survey
CMS-10726, CMS-10726, CMS-10726
Consumer and Issuer Recruitment Language
,
Consent Forms
,
Descripton of Focus Groups and Cognitive Testing Protocols
CMS-10760.Overall Flu Campaign Feedback Survey
CMS-10760
Overall Flu Campaign Feedback Survey
CMS-10761. Medicare Administrative Contractor (MAC) Provider Customer Experience – Mobile Application
CMS-10761, CMS-10761
CMS-10761.Final Overall Mobile Feedback Survey (English)
,
CMS-10761.Final Overall Mobile Application Feedback Survey (Spanish)
CMS-10762. Medicare Administrative Contractor (MAC) Provider Experience Persistent Feedback – Mobile Application
CMS-10762, CMS-10762
: CMS-10762.Final Persistent Mobile Application Feedback Survey (Spanish)
,
CMS-10762.Final Persistent Mobile Feedback Survey (English)
CMS-10763.Medicare Administrative Contactors Customer Experience – Medical Review
CMS-10763, CMS-10763
CMS-10763.Medical Review Survey (Spanish).docx
,
CMS-10763.Medical Review Survey (English).docx
CMS-10766. COVID-19 Campaign Survey on Fee-for-Service CMS.gov
CMS-10766
COVID-19 Campaign Survey on Fee-for-Service CMS.gov
CMS.gov User Satisfaction Survey
CMS-10415
CMS.gov User Satisfaction Survey
Clinician Focus Groups on Telehealth and Social Determinants of Health (CMS-10820)
CMS-10820, CMS-10820
CMS OBRHI_Clinician Focus Groups_Moderators Guide_Rev 20220803
,
CMS OBRHI_Clinician Focus Groups_Eligibility Screener_Rev 20221007
Electronic Medical Documentation Interoperability (EMDI) Workgroup Survey (CMS-10679)
CMS-10679
EMDI_Workgroup_Participation_Survey
End Stage Renal Disease Grievant Satisfaction Survey
CMS-10415.GenIC #5
End Stage Renal Disease (ESRD) Grievant Satisfaction Survey
End Stage Renal Disease Quality Reporting System (EQRS) Customer Satisfaction and Task Prioritization Survey for the EQRS Release 1.0 Project (CMS-10626)
CMS-10626
CrownWeb Facility User Survey
Evaluation of Stakeholder Training - Health Insurance Marketplace and Market Stabilization Programs
CMS-10415
Evaluation of Stakeholder Training
IPRO Community of Care Coalitions Collaborator Survey (CMS-10771)
CMS-10771
IPRO Collaborator - Community of Care Coalitions Survey
IPRO Drug Safety Program Collaborator Survey (CMS-10770)
CMS-10770
IPRO Collaborator Drug Safety Survey
IPRO ESRD Collaborator Satisfaction Survey (CMS-10750)
CMS-10750 , CMS-10750, CMS-10750, CMS-10750
NW 1 Colaborator Survey
,
NW 2 Colaborator Survey
,
NW 6 Colaborator Survey
,
NW 0 Colaborator Survey
MACBIS Software Application Electronic Surveys for Users (CMS-10719)
CMS-10719
MACBIS Software Application Electronic Surveys for Users
MACBIS Software Application Electronic Surveys for Users (CMS-10719)
CMS-10719
MACBIS Software Application Electronic Survey
Medicare Administrative Contractor (MAC) Customer Experience (MCE) Program – Audit and Reimbursement (CMS-10812)
CMS-10812, CMS-10812
CMS-10812. Audit and Reimbursement - Website
,
CMS-10812. Audit and Reimbursement - Letter
Medicare Administrative Contractor (MAC) Customer Experience (MCE) Program – Provider Contact Center - Palmetto Web Chat Library of Questions (CMS-10813)
CMS-10813
Web Chat Survey
Medicare Administrative Contractor (MAC) Customer Experience (MCE) Program – Provider Contact Center - Telephone Library of Questions (CMS-10815)
CMS-10815
CMS-10815. Call Center Questions
Medicare Administrative Contractor (MAC) Customer Experience (MCE) Program – Provider Contact Center - Written Correspondence Survey (CMS-10814)
CMS-10814
CMS-10814. Written Correspondence Instrument
Medicare Administrative Contractor (MAC) Provider Customer Experience (CMS-10720)
CMS-10720, CMS-10720, CMS-10720, CMS-10720
Overall Website Feedback Survey.docx
,
Final Overall Portal Feedback Survey (Spanish)
,
Final Overall Website Feedback Survey (Spanish).docx
,
Final Overall Portal Feedback Survey.docx
Medicare Administrative Contractor (MAC) Provider Experience Persistent Feedback (CMS-10721)
CMS-10721, CMS-10721, CMS-10721, CMS-10721
Final Persistent Website Feedback Survey
,
Final Persistent Website Feedback Survey (Spanish)
,
Final Persistent Portal Feedback Survey
,
Final Persistent Portal Feedback Survey (Spanish)
Medicare Casework Customer Satisfaction Survey (CMS-10746)
CMS-10746
Script: Medicare Casework Customer Satisfaction Survey
Medicare Part C & D Improper Payment Measure (IPM) (CMS-10811)
CMS-10811, CMS-10811
CMS-10811. Appendix A_Part C Survey Questions FINAL
,
CMS-10811. Appendix B_Part D Survey Questions FINAL
Medicare.gov Sitewide Qualtrics (CMS-10676)
CMS-10676
Medicare.gov Sitewide Qualtrics Survey
Medicaregov - Medicare Plan Finder Survey
CMS-10415
Medicaregov - Medicare Plan Finder Survey
QualityNet.org and QualityNet Secure Portal Customer Satisfaction and Task Prioritization Survey for Phase 1 of the QualityNet Portal (QNP) redesign project (CMS- 10590)
CMS-10590
QualityNetPortal_UserSurvey
Replacing Durable Medical Equipment & Prescription Drugs after a Disaster: Addressing the Needs of Medicare Beneficiaries" post-training feedback survey (CMS-10828)
CMS-10828
Post-webinar Feedback Survey
Reporting for the Health Insurance Marketplace and Qualified Health Plan Enrollee Experience Surveys: Health Insurance Marketplace Consumer Experience Surveys (CMS-10534)
CMS-10534
Cognitive Interview Guide, Screener and Consent Forms
Surveying our Customers – Post-activity Evaluation (CMS-10732)
CMS-10732, CMS-10732, CMS-10732, CMS-10732, CMS-10732
Customer and Stakeholder Feedback: Providers/Suppliers
,
Customer and Stakeholder Feedback: Medicare Beneficiary
,
Customer and Stakeholder Feedback: Marketplace Consumer
,
Customer and Stakeholder Feedback: SHIP or Other Assister or Partner
,
Customer and Stakeholder Feedback: All (Webinar)
Unmoderated Online User Testing of a Proposed New CMS.gov Website Structure (CMS-10682)
CMS-10682
CMS-10682.CMS_OCS_TestingQuestions_SitemapTesting
Usability Testing and Evaluation for Phase 1 of the QualityNet Portal (QNP) Redesign Project (CMS-10588)
CMS-10588
Usability Test Script
User Acceptance Testing for the Medicare Ground Ambulance Data Collection System (GADCS) (CMS-10754)
CMS-10754
GADCS Feedback Application
User Acceptance Testing for the Medicare Ground Ambulance Data Collection System (GADCS) (CMS-10754)
CMS-10754, CMS-10754
GADCS Feedback Application
,
Observed Testing Protocol
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
1,000,000
1,000,000
0
0
0
0
Annual Time Burden (Hours)
50,000
50,000
0
0
0
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:
$250,000
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]?
Yes
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:
William Parham 4107864669
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:
04/30/2019