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 ICR - OIRA Conclusion
OMB Control No:
1660-0107
ICR Reference No:
202009-1660-004
Status:
Historical Active
Previous ICR Reference No:
201907-1660-001
Agency/Subagency:
DHS/FEMA
Agency Tracking No:
Title:
Public Assistance 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 with change
Conclusion Date:
10/21/2021
Retrieve Notice of Action (NOA)
Date Received in OIRA:
09/30/2020
Terms of Clearance:
Inventory as of this Action
Requested
Previously Approved
Expiration Date
10/31/2024
36 Months From Approved
10/31/2021
Responses
4,034
0
7,604
Time Burden (Hours)
1,902
0
2,093
Cost Burden (Dollars)
11,664
0
11,664
Abstract:
This collection of information enables 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 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:
85 FR 5461
01/30/2020
30-day Notice:
Federal Register Citation:
Citation Date:
85 FR 37102
06/19/2020
Did the Agency receive public comments on this ICR?
No
Number of Information Collection (IC) in this ICR:
12
IC Title
Form No.
Form Name
Focus Groups
Focus Groups
Interviews
Interviews
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)
FF-104-FY-21-157
Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-34 (Telephone)
FF-104-FY-21-157
Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)
FF-104-FY-21-158
Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Assessment Customer Satisfaction Survey, FEMA Form 519-0-35 (Internet)
FF-104-FY-21-158
Public Assistance Assessment Customer Satisfaction Survey
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)
FF-104-FY-21-155
Public Assistance Initial Customer Satisfaction Survey (phone)
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-32 (Telephone)
FF-104-FY-21-155
Public Assistance Initial Customer Satisfaction Survey (phone)
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)
FF-104-FY-21-156
Public Assistance Initial Customer Satisfaction Survey
Public Assistance Initial Customer Satisfaction Survey, FEMA Form 519-0-33 (Internet)
FF-104-FY-21-156
Public Assistance Initial Customer Satisfaction 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
4,034
7,604
0
-3,570
0
0
Annual Time Burden (Hours)
1,902
2,093
0
-191
0
0
Annual Cost Burden (Dollars)
11,664
11,664
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:
Yes
Burden Reduction Due to:
Miscellaneous Actions
Short Statement:
The overall burden change for the Public Assistance Surveys is largely due to population adjustments, which resulted in a decrease to burden hours. The previous population estimations included years with very high disaster activity. The current collection uses FY 2018-2019 for population and response rate calculations because those are the years in which we have historical data for both surveys. We only had one PA customer satisfaction survey prior to FY 2018. The current collection assumes a 52.56% response rate for the PAI Survey and a 50.35% response rate for the PAA Survey, which is a considerable decline from the previous collection (70.17%). In general, response rates for telephone surveys have been declining over the past several decades (Kennedy & Hartig, 2019; Curtin et al., 2005). Possible explanations for the response rate decline include a growing refusal among respondents to participate and difficulties in contacting individuals due to the increased use of answering machines, call screening devices, and cellular telephones (Tourangeau, 2004; Ehlen & Ehlen, 2007). In addition, new technologies sometimes mistakenly flag survey calls- even those conducted by the government- as “spam” (Kennedy & Hartig, 2019). As a result, lower population estimates and response rates led to a decrease in estimated burden for the revised collection. It is important to note that disaster activity can vary greatly from year to year, so population sizes can shift rather easily. Despite population shifts, the goal is always to survey the entire qualified population.
Annual Cost to Federal Government:
$775,261
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.
Yes
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:
Krista Robinson 202 394-6377 krista.robinson@fema.dhs.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:
09/30/2020
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