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:
202310-1660-003
Status:
Active
Previous ICR Reference No:
202009-1660-004
Agency/Subagency:
DHS/FEMA
Agency Tracking No:
BRI 2nd
Title:
Public Assistance Customer Satisfaction Surveys
Type of Information Collection:
Extension without change of a currently approved collection
Common Form ICR:
No
Type of Review Request:
Regular
OIRA Conclusion Action:
Approved without change
Conclusion Date:
11/07/2023
Retrieve Notice of Action (NOA)
Date Received in OIRA:
10/19/2023
Terms of Clearance:
The agency is reminded that burden changes stemming from previous changes to a collection or new estimates from usability testing are considered estimate changes, not discretionary changes. The Information Collection Budget will not consider these burden estimate changes as burden reduction. In the future, the agency should consider submitting non-substantive change requests for only burden estimates changes that are not driven by form or collection changes.
Inventory as of this Action
Requested
Previously Approved
Expiration Date
11/30/2026
36 Months From Approved
10/31/2024
Responses
3,885
0
4,034
Time Burden (Hours)
1,839
0
1,902
Cost Burden (Dollars)
0
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
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?
Yes
Number of Information Collection (IC) in this ICR:
12
IC Title
Form No.
Form Name
Focus Groups (Non-Profits)
Focus Groups (SLTT)
Interviews (Non-Profits)
Interviews (SLTT)
Public Assistance Assessment Customer Satisfaction Survey (Internet) (Non-Profits)
FF-104-FY-21-158 (formerly 519-0-35)
Public Assistance Assessment Customer Satisfaction Survey (Internet)
Public Assistance Assessment Customer Satisfaction Survey (Internet) (SLTT)
FF-104-FY-21-158 (formerly 519-0-35)
Public Assistance Assessment Customer Satisfaction Survey (Internet)
Public Assistance Assessment Customer Satisfaction Survey (Telephone) (Non-Profits)
FF-104-FY-21-157 (formerly 519-0-34)
Public Assistance Assessment Customer Satisfaction Survey (Telephone)
Public Assistance Assessment Customer Satisfaction Survey (Telephone) (SLTT)
FF-104-FY-21-157 (formerly 519-0-34)
Public Assistance Assessment Customer Satisfaction Survey (Telephone)
Public Assistance Initial Customer Satisfaction Survey (Internet) (Non-Profits)
FF-104-FY-21-156 (formerly 519-0-33)
Public Assistance Initial Customer Satisfaction Survey (Internet)
Public Assistance Initial Customer Satisfaction Survey (Internet) (SLTT)
FF-104-FY-21-156 (formerly 419-0-33)
Public Assistance Initial Customer Satisfaction Survey (Internet)
Public Assistance Initial Customer Satisfaction Survey (Telephone) (Non-Profits)
FF-104-FY-21-155 (formerly 519-0-32)
Public Assistance Initial Customer Satisfaction Survey (phone)
Public Assistance Initial Customer Satisfaction Survey (Telephone) (SLTT)
FF-104-FY-21-155 (formerly 519-0-32)
Public Assistance Initial Customer Satisfaction Survey (phone)
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
3,885
4,034
0
0
-149
0
Annual Time Burden (Hours)
1,839
1,902
0
0
-63
0
Annual Cost Burden (Dollars)
0
11,664
0
0
-11,664
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:
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
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:
10/19/2023
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