Generic Clearance of Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Supporting Statment Part A - 0960-0526.docx Supporting Statement A	2016-01-20
Supporting Statment Part B - 0960-0526.docx Supporting Statement B	2015-11-17
Addendum - 0960-0526.docx Supplementary Document	2015-11-17
Category E Comment Card Sample.docx Supplementary Document	2015-11-17
Category D Telephone Questionnaire Sample.docx Supplementary Document	2015-11-17
Category C Internet Questionnaire Sample.docx Supplementary Document	2015-11-17
Category B Mail Internet Sample.docx Supplementary Document	2015-11-17
Category A Mail Questionnaire Sample.docx Supplementary Document	2015-11-17
Listing of Proposed GC Activities w Totals 2015-2018.docx Supplementary Document	2015-11-17
Listing of Proposed GC Collections.docx Supplementary Document	2015-11-17

IC Document Collections

IC ID	Document Title	Status
232961	Social Security Administration (SSA) Post-Call Survey Other-Post-Call Survey	New
232301	Fiscal Year (FY) 2019 Propective Client Survey, Fiscal Year (FY) 2019 my Social Security Office Vistor Survey Other-FY 19 my Social Security Account Survey Coorespondence	New
228513	National Disability Formum (NDF) and Post-Call Surveys Other-Survey	New
228058	Fiscal Year (FY) 2018 Office Visitor Survey (OVS), Fiscal Year (FY) 2018 Hearing Process Report Card, Fiscal Year (FY) 2018 Reitrement Applciation Survey Other-Questionnaires and Coorespondence	New
224258	Fiscal Year (FY) 2017 800 Number Caller Survey and FY Field Office Caller Survey Other-FY 17 800 Number Caller Survey Questionnaire	New
223531	Fiscal Year (FY) 2017 Office Visitor Survey (OVS)/ Other-Office Visitor Surrvey Questionnaires and Coorespondence	New
222254	2015 Ticket to Work Employment Network (EN) Beneficiary Satisfaction Survey Other-Survey	New
221141	Social Security Administration (SSA) Post-Call Survey Other-Post-Call Survey	New
219942	Fiscal Year (FY) 2016 Field Office (FO) Caller Survey Other-FY 16 FO Caller Survey Questionnaire	New

ICR Details

OMB Control No: 0960-0526	ICR Reference No: 201511-0960-010
Status: Historical Active	Previous ICR Reference No: 201206-0960-002
Agency/Subagency: SSA	Agency Tracking No:
Title: Generic Clearance of 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: Approved with change	Conclusion Date: 01/22/2016
	Date Received in OIRA: 11/18/2015
Terms of Clearance: This collection is approved based on the revised materials provided by the Agency.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	01/31/2019	36 Months From Approved	01/31/2016
Responses	28,709,620	0	7,525,698
Time Burden (Hours)	4,042,212	0	577,473
Cost Burden (Dollars)	0	0	0

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Abstract: This is the blanket clearance for SSA's customer service satisfaction assessments (called Generic Clearances).

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	80 FR 36031	06/23/2015
30-day Notice:	Federal Register Citation:	Citation Date:
	80 FR 71908	11/17/2015
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 9

IC Title	Form No.	Form Name
Fiscal Year (FY) 2017 800 Number Caller Survey and FY Field Office Caller Survey
Fiscal Year (FY) 2017 Office Visitor Survey (OVS)/
Fiscal Year (FY) 2016 Field Office (FO) Caller Survey
National Disability Formum (NDF) and Post-Call Surveys
2015 Ticket to Work Employment Network (EN) Beneficiary Satisfaction Survey
Social Security Administration (SSA) Post-Call Survey
Fiscal Year (FY) 2018 Office Visitor Survey (OVS), Fiscal Year (FY) 2018 Hearing Process Report Card, Fiscal Year (FY) 2018 Reitrement Applciation Survey
Fiscal Year (FY) 2019 Propective Client Survey, Fiscal Year (FY) 2019 my Social Security Office Vistor Survey
Social Security Administration (SSA) Post-Call Survey

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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	28,709,620	7,525,698	0	21,183,922	0	0
Annual Time Burden (Hours)	4,042,212	577,473	0	3,464,739	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: The number of respondents and burden hours increased for this collection because we are planning to conduct more generic clearance activities in the next three years.

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Annual Cost to Federal Government: $6,202,003

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: 11/18/2015

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