Generic Clearance of Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
Supporting Statement Part A-0960-0526.docx Supporting Statement A	2022-03-02
Supporting Statement Part B-0960-0526.docx Supporting Statement B	2022-03-02
Addendum 0960-0526.docx Supplementary Document	2022-03-02
Category D Telephone Questionnaire Sample.docx Supplementary Document	2022-03-02
Category D Telephone Questionnaire Sample.docx Supplementary Document	2022-03-02
Category C Mail, Internet, Telphone Sample.docx Supplementary Document	2022-03-02
Category B Telephone Questionnaire Sample.docx Supplementary Document	2022-03-02
Category A Mail Questionnaire Sample.docx Supplementary Document	2022-03-02
Listing of Proposed GC Activities With Totals 2022-2025.docx Supplementary Document	2022-03-02
Listing of Proposed GC Collections.docx Supplementary Document	2022-03-02

IC Document Collections

IC ID	Document Title	Status
250584	Customer Satisfaction Survey Templates Blank Other-Mail Questionaire	New
250583	Retirement Applicant Survey (FY 22) Other-Retirement Applicant Questionnaire	New
250582	Social Security Statement Other-Social Security OVS BVE Questionnaire	New
250581	Telephone Surveys & Web-Based Surveys Other-Telephone Questionnair Sample	New
250580	Office Visit Surveys Other-Office Visitor Survey (OVS),	New
250579	Social Security Statement Evaluation Survey Other-Social Security Statement Evaluation Survey	New
250578	Fiscal Year (FY) 2022 800 Number Caller Survey Other-800 Number Caller Survey	New

ICR Details

OMB Control No: 0960-0526	ICR Reference No: 202111-0960-011
Status: Received in OIRA	Previous ICR Reference No: 201810-0960-002
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	Date Submitted to OIRA: 03/02/2022

	Requested	Previously Approved
Expiration Date	36 Months From Approved	03/31/2022
Responses	28,709,620	28,709,620
Time Burden (Hours)	4,042,212	4,042,212
Cost Burden (Dollars)	0	0

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Abstract: This is the blanket clearance for SSA's customer service satisfaction assessments (called Generic Clearances). This collection of information is necessary to enable SSA to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from our customers and stakeholders helps ensure that users have an effective, efficient, and satisfying experience with SSA's programs.

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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:
	86 FR 72302	12/21/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	87 FR 11801	03/02/2022
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 7

IC Title	Form No.	Form Name
Customer Satisfaction Survey Templates Blank
Fiscal Year (FY) 2022 800 Number Caller Survey
Office Visit Surveys
Retirement Applicant Survey (FY 22)
Social Security Statement
Social Security Statement Evaluation Survey
Telephone Surveys & Web-Based Surveys

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ICR Summary of Burden

	Total Request	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	28,709,620	0	0	0	0
Annual Time Burden (Hours)	4,042,212	4,042,212	0	0	0	0
Annual Cost Burden (Dollars)	0	0	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:

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Annual Cost to Federal Government: $2,270,000

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.     Yes

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

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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: 03/02/2022

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