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OMB Control No: 1660-0107	ICR Reference No: 202301-1660-006
Status: Historical Inactive	Previous ICR Reference No: 202009-1660-004
Agency/Subagency: DHS/FEMA	Agency Tracking No: BRI
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OIRA Conclusion Action: Withdrawn and continue	Conclusion Date: 10/16/2023
	Date Received in OIRA: 03/03/2023
Terms of Clearance: The agency will resubmit the collection as an extension with no change.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2024	36 Months From Approved	10/31/2024
Responses	4,034	0	4,034
Time Burden (Hours)	1,902	0	1,902
Cost Burden (Dollars)	11,664	0	11,664

Abstract: Federal agencies are required to survey their customers to determine the kind and quality of services customers want and their level of satisfaction with those services. The FEMA Public Assistance Customer Satisfaction Surveys are used to monitor program performance and assess service delivery. Survey results are used to ensure the Agency is meeting the needs of FEMA applicants.

Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
   PL: Pub.L. 107 - 347 1-526 Name of Law: E-Government Act of 2002
   PL: Pub.L. 111 - 352 1-15 Name of Law: GPRA Modernization Act of 2010
   EO: EO 13571 Name/Subject of EO: Streamlining Service Delivery and Improving Customer Service
   PL: Pub.L. 113 - 2 1-1111 Name of Law: Sandy Recovery Improvement Act (SRIA) of 2013

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 75643	12/09/2022
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 12973	03/01/2023
Did the Agency receive public comments on this ICR? No

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: Cutting Redundancy

Short Statement: The overall burden has decreased for the customer satisfaction surveys in this collection. In order to comply with the DHS Burden Reduction Initiative, Customer Survey and Analysis (CSA) re-evaluated their information collections for ways to reduce burden. All of the below changes reflect adjustments to previous inaccuracies and updates to response rates. CSA identified that the burden estimates for the electronic surveys were inaccurate; actual completion times are shorter than previously estimated. The inaccurate estimates were due to CSA not being able to test the electronic surveys prior to last submission (did not acquire survey software in time). This resulted in an adjustment to burden hours for electronic surveys. In addition to shorter completion times for electronic surveys, response rates were updated. Previously we estimated response rates for phone and electronic surveys as the same because we had no data. Electronic response rates are much lower than phone response rates, and these numbers have been adjusted to reflect current data. Telephone response rates have also slightly declined. 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). Lastly, the population totals were adjusted to better reflect mixed mode methodology. Previously we estimated 80% of the target population would complete phone surveys and 20% would complete electronic surveys. In reality, 100% of the population receives electronic surveys and 11 to 13% respond. The population that does not respond to an electronic survey (roughly 87% to 89% of original population) becomes the target population for the phone surveys. This was a significant upwards adjustment to population totals for electronic surveys, but because electronic surveys are shorter, the overall impact on burden was still a net decrease. The total of annual burden hours was 1,902 in the previous collection. The current collection has an annual total of 1,839 burden hours. Total Program Decrease to Burden Hours = 1,902 (previous) – 1,839 (current) = -63 hours Wage rates were also updated with new occupation classifications and current rates. Standard occupational classification was used for both non-profit and government workers because the survey respondents can hold a wide range of positions (previous classifications too specific). Total Program Decrease to Cost = $110,629 (previous) – $86,459 (current) = -$24,170

Annual Cost to Federal Government: $897,467

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: Echo Brathwaite 202 880-6399 echo.brathwaite@fema.dhs.gov

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