Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM Form	Unchanged
Form RI 10-72 How Has The United States Office of Personnel Management Served You? Form and Instruction	Modified
Form 0 TSA Applicants Customer Satisfaction Survey Form and Instruction	Unchanged
Form 0 DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	Unchanged
Form 0 Insurance website CSS core survey Form and Instruction	Unchanged
Form 0 Rating Federal Retirement Program Form and Instruction	Unchanged
Form 0 Retirement Services Online Form and Instruction	Unchanged
Form 0 Open Season Online Survey Form and Instruction	Unchanged
Form 0 Customer Satisfaction Survey Form and Instruction	Unchanged
Form 0 PMF Job Fair Survey Form and Instruction	Unchanged
Justification for NonSubstantive Change to RI 10-72 2014.doc Justification for No Material/Nonsubstantive Change	2014-08-25
Link for online survey - FY 2014 Customer Satisfaction Survey.pdf Supplementary Document	2014-08-25
RI 10-072 revised 2013 Markup.pdf Supplementary Document	2014-08-25
RI 10-072 revised 2014 Markup.pdf Supplementary Document	2014-08-25
2014-04526.pdf Supplementary Document	2014-02-28
3206-0236 SSA 2014.doc Supporting Statement A	2014-02-20
2013-31002.pdf Supplementary Document	2014-02-20
CSS SSB-2013.doc Supporting Statement B	2014-02-20
Generic Customer Satisfaction Survey Worksheet 2013 submission.xls Supplementary Document	2014-02-27

IC Document Collections

IC ID	Document Title	Status
207539	Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM Form	Unchanged
192594	How Has The United States Office of Personnel Management Served You? Form and Instruction	Modified
192570	TSA Applicants Customer Satisfaction Survey Form and Instruction	Unchanged
192569	DFAS Retiree-Annuitant Customer Satisfaction Survey Form and Instruction	Unchanged
192567	Insurance website CSS core survey Form and Instruction	Unchanged
192564	Rating Federal Retirement Program Form and Instruction	Unchanged
192563	Retirement Services Online Form and Instruction	Unchanged
192562	Open Season Online Survey Form and Instruction	Unchanged
192561	Open Season Express Telephone Survey Instruction	Unchanged
192560	Customer Satisfaction Survey Form and Instruction	Unchanged
192559	PMF Job Fair Survey Form and Instruction	Unchanged

ICR Details

OMB Control No: 3206-0236	ICR Reference No: 201408-3206-003
Status: Historical Active	Previous ICR Reference No: 201402-3206-005
Agency/Subagency: OPM	Agency Tracking No:
Title: Customer Satisfaction Surveys
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: 10/20/2014
	Date Received in OIRA: 08/25/2014
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	07/31/2017	07/31/2017	07/31/2017
Responses	650,000	0	650,000
Time Burden (Hours)	55,000	0	55,000
Cost Burden (Dollars)	200,000	0	200,000

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Abstract: RS periodically asks OPM survey psychologists to review the CSS for potential improvements. This was done for the 2013 CSS. Based on the psychologist's suggestions the following non-substantive changes were made: 1) Response sets were reversed to run positive to negative; 2) Three questions that very few annuitants answer were deleted; 3) Four sub-headers were added identifying for the annuitants the purpose of question groups. The 2014 CSS added one new question (Question 12.) The only other changes are to date references.

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Authorizing Statute(s): None

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	78 FR 78415	12/26/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 11473	02/28/2014
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 11

IC Title	Form No.	Form Name
PMF Job Fair Survey	0	PMF Job Fair Finalist Survey
Rating Federal Retirement Program	0	Rating Federal Retirement Survey
How Has The United States Office of Personnel Management Served You?	RI 10-72	2014 Customer Satisfaction Survey
Open Season Express Telephone Survey
Open Season Online Survey	0	Open Season Online Survey
TSA Applicants Customer Satisfaction Survey	0	TSA Applicants Customer Satisfaction Survey
DFAS Retiree-Annuitant Customer Satisfaction Survey	0	DFAS Retiree-Annuitant Customer Satisfaction Survey
Insurance website CSS core survey	0	Insurance Website Customer Satisfaction Survey
Retirement Services Online	0	Services Online Survey
Customer Satisfaction Survey	0	Customer Satisfaction Survey
Recruitment Policy and Outreach PRESENTATION/TRAINING EVALUATION FORM	N/A	PRESENTATION/TRAINING EVALUATION FORM

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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	650,000	650,000	0	0	0	0
Annual Time Burden (Hours)	55,000	55,000	0	0	0	0
Annual Cost Burden (Dollars)	200,000	200,000	0	0	0	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 increase in burden request is to allow for both the increasing pool of survey recipients for many of the current ICs, especially retirees, as well open burden for potential future ICs during the 3 year clearance period.

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Annual Cost to Federal Government: $200,000

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? 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? Uncollected

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Common Form ICR:  No

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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: 08/25/2014

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