View Information Collection Request (ICR) Package
Skip to main content
An official website of the United States government
The .gov means it's official.
Federal government websites often end in .gov or .mil. Before sharing sensitive information, make sure you're on a federal government site.
The site is secure.
The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely.
Search:
Agenda
Reg Review
ICR
This script is used to control the display of information in this page.
Display additional information by clicking on the following:
All
Brief and OIRA conclusion
Abstract/Justification
Legal Statutes
Rulemaking
FR Notices/Comments
IC List
Burden
Misc.
Common Form Info.
Certification
View Information Collection (IC) List
View Supporting Statement and Other Documents
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:
0960-0818
ICR Reference No:
202003-0960-001
Status:
Historical Active
Previous ICR Reference No:
Agency/Subagency:
SSA
Agency Tracking No:
Title:
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation
Type of Information Collection:
New collection (Request for a new OMB Control Number)
Common Form ICR:
No
Type of Review Request:
Regular
OIRA Conclusion Action:
Approved with change
Conclusion Date:
07/24/2020
Retrieve Notice of Action (NOA)
Date Received in OIRA:
06/09/2020
Terms of Clearance:
Inventory as of this Action
Requested
Previously Approved
Expiration Date
07/31/2023
36 Months From Approved
Responses
17,866,680
0
0
Time Burden (Hours)
3,426,575
0
0
Cost Burden (Dollars)
8,993,039
0
0
Abstract:
A modern, streamlined and responsive customer experience means: raising government-wide customer experience to the average of the private sector service industry; developing indicators for high-impact Federal programs to monitor progress towards excellent customer experience and mature digital services; and providing the structure (including increasing transparency) and resources to ensure customer experience is a focal point for agency leadership. This proposed information collection activity provides a means to garner customer and stakeholder feedback in an efficient, timely manner in accordance with the Administration’s commitment to improving customer service delivery as discussed in Section 280 of OMB Circular A-11 at https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf
Authorizing Statute(s):
None
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:
85 FR 15556
03/18/2020
30-day Notice:
Federal Register Citation:
Citation Date:
85 FR 35360
06/09/2020
Did the Agency receive public comments on this ICR?
No
Number of Information Collection (IC) in this ICR:
45
IC Title
Form No.
Form Name
Business Services Online (BSO) Survey
Business Services Online (BSO) survey
Social Security Customer Feedback Surveys (Page Level Survey)
Always On Survey
Always On Survey
Always On Survey (VIPr kiosk or VIPr mobile check in application)
Always On Survey and Intercept survey
Beta Site Intercept Survey
Community Based Organization - Community of Practice Survey
Electronic Protective Filing Tool (ePFT) End of Task Survey
Electronic Protective Filing Tool (ePFT) End of Task Survey
Electronic Protective Filing Tool (ePFT) End of Task Survey
Eligibility Screener Survey
Enterprise Scheduling System Survey
Extra Help End of Task Survey
Extra Help End of Task Survey
Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Intercept Survey
Internet Social Security Number Replacement Card (iSSNRC) End of Task Survey
Medallia Survey for Video Interviews
Mobile Wage Reporting App Survey
Mobile Wage Reporting End of Task Survey
OHO Post-Online Video Hearing Survey
OHO Post-Online Video Hearing Survey
Online Continuing Disability (CDR)/i454 End of Task Survey
Online Services Customer Satisfaction Survey
Partner Survey Questions: Tribal and Community Service Locations
QuickScan End of Task Survey
SSA's Public Credentialing and Authentication Process End of Task Survey
SSA.gov Beta Site Intercept Survey
SSA.gov Feedback Button Survey
Social Security Customer Feedback Surveys (Always On Survey)
Understanding Experiences of Living with Impairments in the United States Research Study
Video Service Delivery (VSD) Interviews Survey
eAccess End of Task Survey
eAccess Page Level Survey
eForms Customer Satisfaction Survey
eForms Customer Satisfaction Survey
eForms Customer Satisfaction Survey
eSubmit Survey
iAppeals End of Task Survey
iAppeals End of Task Survey
iClaim End of Task Survey
iClaim End of Task Survey
my Social Security Survey
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
17,866,680
0
0
17,866,680
0
0
Annual Time Burden (Hours)
3,426,575
0
0
3,426,575
0
0
Annual Cost Burden (Dollars)
8,993,039
0
0
8,993,039
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:
This is a new collection in a program change of 3,426,575 burden hours
Annual Cost to Federal Government:
$8,933,039
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
Agency Contact:
Faye Lipsky 410 965-8783 faye.lipsky@ssa.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:
06/09/2020
An official website of the United States government
The .gov means it's official.
The site is secure.
