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:
0938-1382
ICR Reference No:
202402-0938-008
Status:
Active
Previous ICR Reference No:
202402-0938-006
Agency/Subagency:
HHS/CMS
Agency Tracking No:
OC
Title:
Generic Clearance for Improving Customer Experience: OMB Circular A–11, Section 280 Implementation) (CMS-10710)
Type of Information Collection:
No material or nonsubstantive change to a currently approved collection
Common Form ICR:
No
Type of Review Request:
Regular
OIRA Conclusion Action:
Approved without change
Conclusion Date:
03/01/2024
Retrieve Notice of Action (NOA)
Date Received in OIRA:
02/29/2024
Terms of Clearance:
Inventory as of this Action
Requested
Previously Approved
Expiration Date
12/31/2026
12/31/2026
12/31/2026
Responses
1,001,750
0
1,001,750
Time Burden (Hours)
154,433
0
133,933
Cost Burden (Dollars)
0
0
0
Abstract:
In March 2018, the Administration of President Trump launched the President’s Management Agenda (PMA) and established new Cross-Agency Priority (CAP) Goals. Excellent service was established as a core component of the mission, service, stewardship model that frames the entire PMA, embedding a customer-focused approach in all of the PMA’s initiatives. This model was also included in the 2018 update of the Federal Performance Framework in Circular A-11, ensuring ‘excellent service’ as a focus in future agency strategic planning efforts. The PMA included a CAP Goal on Improving Customer Experience with Federal Services, with a primary strategy to drive improvements within 25 of the nation’s highest impact programs. This effort is supported by an interagency team and guidance in Circular A-11 requiring the collection of customer feedback data and increasing the use of industry best practices to conduct customer research. These Presidential actions and requirements establish an ongoing process of collecting customer insights and using them to improve services. This new request will enable the Centers for Medicare and Medicaid Services (hereafter the Agency) to act in accordance with OMB Circular A-11 Section 280 to ultimately transform the experience of its customers to improve both efficiency and mission delivery, and increase accountability by communicating about these efforts with the public.
Authorizing Statute(s):
EO: EO 12862 Name/Subject of EO: 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:
88 FR 47881
07/25/2023
30-day Notice:
Federal Register Citation:
Citation Date:
88 FR 67299
09/29/2023
Did the Agency receive public comments on this ICR?
No
Number of Information Collection (IC) in this ICR:
18
IC Title
Form No.
Form Name
(REVISED) CMS-10710. GenIC#15 – TRIPTK- Journey AI Survey - Medical Professionals
CMS-10710.GenIC#15
GenIC #15-TRIPTK JourneyAI Survey Medical Professionals
CMS-10710. GenIC #9 - Notice Testing: CMS Notice of Denial of Part D Drug Coverage (CMS-10146)
CMS-10146, CMS-10146
Notice Testing Guide
,
Notice of Denial of Medicare Part D Drug Coverage
CMS-10710. GenIC#13 - TRIPTK
CMS-10710, CMS-10710, CMS-10710, CMS-10710, CMS-10710, CMS-10710
CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_IDI In-Home & Facility_Beneficiaries
,
CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_IDI In-Home DYADs Caregivers and Beneficiaries
,
CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_Round Table_Beneficiaries.docx
,
CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_Round Table_Caregivers
,
CMS-10710. [Medicare Research GenIC#13-TRIPTK] Discussion Guide_UX Task & Talk
,
CMS-10710.[Medicare Research GenIC#13-TRIPTK] Homework_Journey Map
CMS-10710. GenIC#15 – TRIPTK- Journey AI Survey - Professionals
CMS-10710
CMS-10710.[Medicare Research GenIC#14-TRIPTK] JourneyAI Survey_Beneficiaries & Caregivers
CMS-10710.GenIC #6 - Marketplace IVR Customer Sat Survey (A11 Section 280)
CMS-10710.GenIC#6
CMS-10710.GenIC#6 - Marketplace IVR Customer Sat Survey (A11 Section 280) (30-day)
CMS-10710.GenIC#10.- Notice Testing: CMS Notice of Denial of Medical Coverage (CMS-10003)
CMS-10003, CMS-10003
Notice Testing Guide
,
Notice of Denial of Medical Coverage
CMS-10710.GenIC#4 - Healthcare.gov Web Satisfaction Survey (A11 Section 280)
CMS-10710.GenIC#4
CMS-10710.GenIC#4 - Healthcare.gov_Web_Sat_Survey (A11 Section 280)
CMS-10710.GenIC#4 - Healthcare.gov Web Satisfaction Survey (REVISON)
CMS-10710.GenIC#4 (REVISION)
Healhtcare.gov Web Satisfaction Survey (Instrument)
CMS-10710.GenIC#5 - Medicare.gov Web Sat Survey (A11 Section 280)
CMS-10710.GenIC#5
CMS-10710#5 - Medicare.gov Web Sat Survey (A11 Section 280)
CMS-10710.GenIC#7 - Medicare IVR Customer Sat Survey (A11 Section 280) (30-day)
CMS-10710.GenIc#7
CMS-10710#7 - Medicare IVR Customer Sat Survey (A11 Section 280) (30-day)
CMS-10710.GenIC#8 - High Impact Trust Survey Medicare
CMS-10710.GenIC #8
High Impact Trust Survey Medicare (Instrument)
Facing Financial Shock Applicant Recruitment Survey (CMS-10900)
CMS-10900
CMS-10900.Applicant Screener Survey (7-9-24)
GenIC #11 - Notice Testing: CMS Notice of Change of Status (CMS-10868)
CMS-10710.GenIC#11
CMS-10710 GenIC#11. (CMS 10868) Change of Status Instrument
GenIC #12 – Usability and Cognitive Testing: HC.gov Application Enhancements for DACA Recipients
CMS-10710#12
CMS-10710.GenIC#12 - DACA - Instrument
GenIC#14 – TRIPTK- Journey AI Surveys Beneficiaries and Caregivers
CMS-10710.GenIC#14
GenIC#14-TRIPTK - JourneyAI Survey_Beneficiaries & Caregivers.docx
[Medicaid] Insure Kids Now Customer Feedback Survey (CMS-10910)
CMS-10910
Insure Kids Now Customer Feedback Survey
[Medicaid] Medicaid.gov Customer Feedback Survey (CMS-10909)
CMS-10909
Medicaid.gov Customer Feedback Survey
[Medicaid] Medicaid.gov Feedback Survey (CMS-10911)
CMS-10911, CMS-10911
Medicaid.gov Feedback Survey
,
Medicaid.gov Always On Feedback 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
1,001,750
1,001,750
0
0
0
0
Annual Time Burden (Hours)
154,433
133,933
0
20,500
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:
This is a technical correction to the last approved non-substantive change request.
Annual Cost to Federal Government:
$0
Does this IC contain surveys, censuses, or employ statistical methods?
No
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:
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:
02/29/2024
Something went wrong when downloading this file. If you have any questions, please send an email to risc@gsa.gov.