Voluntary Customer Service Satisfaction Surveys (Renewal)

Forms and Documents

Document Name	Status
1711SS12+REV2009 928.doc Supporting Statement A	2009-10-05

IC Document Collections

IC ID	Document Title	Status
199204	Incident Waste Management Planning and Response Tool (IWMPRT) Customer Survey Other-Survey	New
197231	Computational Toxicology Research Program Other-Survey	New
194017	National Tanks Conference & Expo Surveys Other-Survey	New
193543	Clean Watershed Needs Survey 2008 Report to Congress Data Access Website Other-Survey	New
192879	Verify Help Desk Survey Other-Survey	New
191162	PESP Conference Survey Other-Survey	New
191076	CDX and Exchange Network Satisfaction Surveys Other-Survey	New

ICR Details

OMB Control No: 2090-0019	ICR Reference No: 200908-2090-001
Status: Historical Active	Previous ICR Reference No: 200702-2090-001
Agency/Subagency: EPA/AdmO	Agency Tracking No: 1711.12
Title: Voluntary Customer Service Satisfaction Surveys (Renewal)
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 with change	Conclusion Date: 10/21/2009
	Date Received in OIRA: 08/25/2009
Terms of Clearance: The generic customer satisfaction Information Collection Request (ICR) is approved to allow the expedited OMB clearance of EPA customer satisfaction surveys that are simple, straightforward, short and narrowly focused to: 1. Respondents that together form a convenience sample of current or recent customers of EPA products or services; 2. Survey questions supporting estimates of the level of satisfaction with an actual service or product provided by EPA that respondents have utilized; and 3. Respondents’ recommendations for improving said product or service. Surveys that target these elements and are submitted to OMB in accordance with this ICR will be reviewed by OMB within 20 working days. Surveys that do not meet the terms of clearance for this expedited clearance process may be entirely valid and appropriate surveys, but they should be submitted under the normal PRA clearance process. This generic ICR approval does not, and is not intended to, cover all types of surveys that EPA may wish to do relating to customer satisfaction -- only the narrow range of surveys discussed above. This generic clearance does not extend to "fact finding" for the purpose of regulatory development or enforcement. OMB reserves the authority to disapprove any individual survey that does not meet the conditions outlined in this ICR. OMB encourages agency staff to consult with EPA's National Center for Environmental Innovation (NCEI) for advice, survey evaluation, and clearance assistance. OMB is relying in large part on EPA's internal review and quality control to develop useful customer information. Surveys approved under this generic ICR approval will be consistent with requirements of 5 CFR 1320.5, including but not limited to requirement that the survey be least-burdensome, non-duplicative, and that each question has practical utility. The agency is required to display the OMB control number and inform respondents of its legal significance.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2012	36 Months From Approved	10/31/2009
Responses	15,720	0	6,245
Time Burden (Hours)	1,431	0	1,671
Cost Burden (Dollars)	0	0	0

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Abstract: EPA plans to conduct customer satisfaction surveys using feedback cards, evaluation forms, telephone and mail questionnaires, focus groups and electronic comment via the Internet By seeking renewal of the generic clearance for customers surveys, EPA will have the flexibility to gather the views of our customers to better determine the extent to which our services, products and processes satisfy their needs or need to be improved.

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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:
	74 FR 11372	03/17/2009
30-day Notice:	Federal Register Citation:	Citation Date:
	74 FR 42896	08/25/2009
Did the Agency receive public comments on this ICR? Yes

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

IC Title	Form No.	Form Name
Clean Watershed Needs Survey 2008 Report to Congress Data Access Website
Computational Toxicology Research Program
Incident Waste Management Planning and Response Tool (IWMPRT) Customer Survey
CDX and Exchange Network Satisfaction Surveys
PESP Conference Survey
National Tanks Conference & Expo Surveys
Verify Help Desk 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	15,720	6,245	0	0	9,475	0
Annual Time Burden (Hours)	1,431	1,671	0	0	-240	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: $113,922

Does this IC contain surveys, censuses, or employ statistical methods? No

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]? Uncollected

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? Uncollected

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: 08/25/2009

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