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:
202211-0938-011
Status:
Active
Previous ICR Reference No:
201904-0938-017
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:
03/01/2023
Retrieve Notice of Action (NOA)
Date Received in OIRA:
11/29/2022
Terms of Clearance:
Inventory as of this Action
Requested
Previously Approved
Expiration Date
03/31/2026
36 Months From Approved
02/28/2023
Responses
1,000,000
0
1,000,000
Time Burden (Hours)
60,000
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:
87 FR 56678
09/15/2022
30-day Notice:
Federal Register Citation:
Citation Date:
87 FR 72485
11/25/2022
Did the Agency receive public comments on this ICR?
No
Number of Information Collection (IC) in this ICR:
60
IC Title
Form No.
Form Name
(CMS-10879) Post Conference Event Feedback Request
CMS-10879
Post-Conference Event Feedback Request
12th SOW Patient Activation Assessment (CMS-10723)
CMS-10723
CMS-10723.Patient Activation Assessment
2023 IPRO ESRD Collaborator Satisfaction Survey (CMS-10750)
CMS-10750, CMS-10750, CMS-10750, CMS-10750
DRAFT IPRO ESRD Network 1 Collaborator Survey (2023)
,
DRAFT IPRO ESRD Network 2 Collaborator Survey (2023)
,
DRAFT IPRO ESRD Network 6 Collaborator Survey (2023)
,
DRAFT IPRO ESRD Network 9 Collaborator Survey (2023)
Account Manager Satisfaction Survey (CMS-10748)
CMS-10748, CMS-10748, CMS-10748
PACE Organization Survey
,
Medicare Advantage Organization Survey
,
ACA Issuers Survey
Account Manager Satisfaction Survey (CMS-10748)
CMS-10748
Account Manager Satisfaction Survey
Account Manager Satisfaction Survey (CMS-10748)
CMS-10748
Account Manager Survey
Beneficiary Care Management Program, Beneficiary Experience Survey (CMS-10729)
CMS-10729
Beneficiary Care Management Program Beneficiary Satisfaction Survey_041420
Beneficiary Contact Center Customer Satisfaction Survey
CMS-10415
IVR Phone Script
Blue Button 2.0 Developer Experience Customer Satisfaction Survey. (CMS-10924)
CMS-10924
DevEx Survey
CCW VRDC Stakeholder Engagement Plan (CMS-10880)
CMS-10880, CMS-10880
VRDC Survey Questions
,
Focus Group Session Moderator Guide Script
CMS-10811. Medicare Parts C and D Improper Payment Measure (IPM) (REVISON)
CMS-10811, CMS-10811
CMS-10811.Appendix A_Part C IPM Survey Questions
,
CMS-10811.Appendix B_Part D IPM Survey Questions
CMS.gov User Satisfaction Survey
CMS-10415
CMS.gov User Satisfaction Survey
COVID-19 Campaign Survey on Fee-for-Service CMS.gov (CMS-10766)
CMS-10766
CMS-10766.Instrument for COVID-19 Campaign Page Feedback Survey
Clinician Focus Groups on Telehealth and Social Determinants of Health (CMS-10820)
CMS-10820, CMS-10820
CMS-10820. CMS OBRHI_Clinician Focus Groups_Moderators Guide_Rev 20220803
,
CMS OBRHI_Clinician Focus Groups_Eligibility Screener_Rev 20221007.docx
Data Collection for Education and Outreach for the Yello System (CMS-10872)
CMS-10872
CMS Applicant Information Collection Form
Emergency Medical Treatment and Labor Act (EMTALA) Complaint Form (CMS-10892)
CMS-10892
Emergency Medical Treatment and Labor Act (EMTALA) Complaint Form
End Stage Renal Disease Grievant Satisfaction Survey
CMS-10415. GenIC#5
End Stage Renal Disease (ESRD) Grievant Satisfaction Survey
Foundational Generative In-Depth Interviews for Medicare Enrollees Seeking Their Medicare Claims Data (CMS-10903)
CMS-10903, CMS-10903, CMS-10903.Attachment B
CMS-10903. Attachment A - Generative In-Depth Interview Guide
,
CMS-10903.Attachment B - Medicare Enrollee Eligibility Screener
,
CMS-10903. Attachment C - Consent form
Health Care Consumer Feedback on Open Payments National Transparency Program (Open Payments) (CMS-10827)
CMS-10827, CMS-10826, CMS-10826, CMS-10826
2 - CMS-10827. Recruitment Guide - Open Payments Consumer (revised)
,
3 - CMS-10827. Consent Form - Open Payments Consumer (revised)
,
4 - CMS-10827. Mod Guide A - Open Payments Consumer (revised)
,
5 - CMS-10827. Mod Guide B - Open Payments Consumer (revised)
Health Care Provider Feedback on Open Payments National Transparency Program (Open Payments) - (CMS-10826)
CMS-10826, CMS-10826, CMS-10826, CMS-10826
CMS-10826.Recruitment Guide – Teaching Hospital Representatives (revised).docx
,
CMS-10826.Recruitment Guide for Physicians and Other Health Care Providers
,
CMS-10826.Health Care Providers (Primary Care and Specialist)
,
CMS-10826.Users-Checked Data (Physicians and Teaching Hospitals) (revised)
Health Equity Conference Satisfaction Survey and Interviews (CMS-10890)
CMS-10890
2024 CMS Health Equity Conference Feedback Survey
IPRO Collaborator Satisfaction Survey-Request for Approval-Nursing Homes (CMS-10776)
CMS-10776
Collaborator Survey Nursing Home
IPRO Community of Care Coalitions Collaborator Survey (2023)(CMS-10771)
CMS-10771
IPRO Partnership for Community Health Coalition Initiative Collaborator Survey (2023)
IPRO Community of Care Coalitions Collaborator Survey (CMS-10771)
CMS-10771
IPRO Collaborator - Community of Care Coalitions Survey
IPRO Drug Safety Program Collaborator Survey (2023) (CMS-10770)
CMS-10770
DRAFT IPRO Drug Safety Program Collaborator Survey (2023)
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 Collaborator Survey
,
NW 2 Collaborator Survey
,
NW 6 Collaborator Survey
,
NW 9 Collaborator Survey
IPRO Nursing Home Collaborator Satisfaction Survey (2023) (CMS-10776)
CMS-10776
IPRO Improve Nursing Home Quality Collaborator Feedback Survey (2023)
J.9 Network Satisfaction Survey (CMS-10841)
CMS-10841
J.9 Customer Satisfaction 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 - Webinar Survey Polling Questions (CMS-10719)
CMS-10719
MACBIS Software Application Electronic Survey
Medicare Administrative Contactors Customer Experience – Medical Review (CMS-10763)
CMS-10763, CMS-10763
CMS-10763.Medical Review Survey - English final
,
CMS-10763.Medical Review Survey - Spanish final
Medicare Administrative Contractor (MAC) Provider Experience Persistent Feedback (CMS-10721)
CMS-10721, CMS-10721, CMS-10721, CMS-10721
CMS-10721.Final Persistent Portal Feedback Survey
,
CMS-10721.Final Persistent Portal Feedback Survey (Spanish)
,
CMS-10721.Final Persistent Website Feedback Survey
,
CMS-10721.Final Persistent Website Feedback Survey (Spanish)
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 Question List.docx
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
Final Overall Website Feedback Survey
,
Final Overall Portal Feedback Survey.docx
,
CMS-10720.Final Overall Website Feedback Survey (Spanish)
,
CMS-10720.Final Overall Portal Feedback Survey (Spanish)
Medicare Administrative Contractor (MAC) Provider Customer Experience – Mobile Application (CMS-10761)
CMS-10761, CMS-10761
Final Overall Mobile Feedback Survey-final
,
Final Overall Mobil Application Feedback Survey (Spanish)-final (1)
Medicare Administrative Contractor (MAC) Provider Experience Persistent Feedback – Mobile Application (CMS-10762)
CMS-10762, CMS-10762
Final Persistent Mobile Feedback Survey
,
CMS-10762.Final Persistent Mobil Application Feedback Survey (Spanish)
Medicare Casework Customer Satisfaction Survey (CMS-10746)
CMS-10746
Script: Medicare Casework Customer Satisfaction Survey
Medicare Fee-for-Service Provider Communications Preferences Survey (CMS-10876)
CMS-10876
Provider Communication Needs Survey (final).docx
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 Survey (CMS-10676)
CMS-10676
Medicare.gov Sitewide Qualtrics Survey
Medicaregov Medicare Plan Finder Survey
CMS-10415
Medicare.gov - Medicare Plan Finder Survey
Oral Health Illustration Survey (CMS-10864)
CMS-10864
Oral Health Survey Plan
Overall Flu Campaign Feedback Survey (CMS-10760)
CMS-10760
Overall Flue Campaign Feedback Survey
Patient Subject Matter Expert (PSME) Satisfaction Survey (CMS-10859)
CMS-10859
PSME Satisfaction Survey
Post-Acute Care Training Project (10873)
CMS-10873
Post-Event/Post-Training Survey
Potential Refinements to the Qualified Health Plan Enrollee Experience Survey (QHP Enrollee Survey): Cognitive Testing
CMS-10889, CMS-10889, CMS-10889, CMS-10889
QHP Cognitive Testing Consumer Consent Form
,
Recruitment Screener
,
Testing Protocol
,
QHP Cognitive Testing Survey
Potential Refinements to the Qualified Health Plan Enrollee Experience Survey (QHP Enrollee Survey): Focus Groups with Consumers and QHP Issuers (CMS-10869)
CMS-10869, CMS-10869, CMS-10869, CMS-10869
Attachment A - Recruitment Screeners for Consumer and Issuer Focus Groups
,
Attachment B: Consent Forms for Consumers and Issuers
,
Attachment C: CMS QHP Enrollee Survey Consumer Focus Group Protocol
,
Attachment D: CMS QHP Enrollee Survey QHP Issuer Focus Group Protocol
Quality Improvement of IPPTA Processes and Procedures
CMS-10894, CMS-10894, CMS-10894, CMS-10894, CMS-10894
Preparation: SMEs for IPPTA
,
Data documentation Submission and Sampling
,
Conduct Reviews
,
Observation and Collaboration
,
SBE Closeout
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
CMS-10590.QualityNet_User_Survey
Replacing Durable Medical Equipment and Prescription Drugs after a Disaster Addressing the Needs of Medicare Beneficiaries Post-training Feedback Survey (CMS-10828)
CMS-10828
Post-Webinar Feedback Survey
Survey Refinement for the Qualified Health Plan Enrollee Experience Survey (CMS-10726)
CMS-10726, CMS-10726, CMS10726
Attachment A-Consumer and Issuer Recruitment Language (FG and CT)
,
Attachment B-Consent Forms
,
Attachment C-Detailed Description of Focus Groups and Cognitive Testing Protocols-01242020
Surveying our Customers – Post-activity Evaluation (CMS-10732)
CMS-10732, CMS-10732, CMS-10732, 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)
,
Customer and Stakeholder Feedback: Medicare Beneficiary (Spanish)
,
Customer and Stakeholder Feedback: SHIP or Other Assister or Partner (Spanish)
,
Customer and Stakeholder Feedback: Providers/Suppliers (Spanish)
,
Customer and Stakeholder Feedback: Marketplace Consumer (Spanish)
Unmoderated Online User Testing of a Proposed New CMS.gov Website Structure (CMS-10682)
CMS-10682
CMS_OCS_TestingQuestions_SitemapTesting.docx
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)
60,000
50,000
0
10,000
0
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:
CMS is requesting that the ICR currently pending OMB approval be revised to include a burden adjustment. Specifically, CMS is requesting to adjust the burden cap from the currently approved 50,000 hours to 60,000 hours, an increase of 10,000 hours. This adjusted burden cap will allow CMS to accommodate both planned upcoming GenICs while also leaving a burden available for possible submission of ad hoc or administrative priority GenICs.
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?
No
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:
11/29/2022