National Contract Center Customer Evaluation Survey

Forms and Documents

Document Name	Status
3090-0278_JUSTIFICATION 2010 -Part B.doc Supporting Statement B	2010-04-30
3090-0278_JUSTIFICATION 2010 - Rev.doc Supporting Statement A	2010-04-30

IC Document Collections

IC ID	Document Title	Status
45227	National Contact Center Customer Web Survey Other-Web Survey	Modified
32469	Automated Message Survey/Information Specialist Survey Other-Telephone Survey	Modified

ICR Details

OMB Control No: 3090-0278	ICR Reference No: 200910-3090-011
Status: Historical Active	Previous ICR Reference No: 200609-3090-002
Agency/Subagency: GSA	Agency Tracking No:
Title: National Contract Center Customer Evaluation Survey
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: 04/30/2010
	Date Received in OIRA: 03/05/2010
Terms of Clearance: This collection is approved based on the revised materials provided by the agency. OMB and GSA have agreed GSA will implement sampling in the future if marked increases occur in the chat/e-mail traffic. Item A.12 in the supporting statement mentions GSA is talking with their contractor about this, but OMB understands at this point a final decision has not yet been made.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	04/30/2013	36 Months From Approved	04/30/2010
Responses	4,200	0	2,200
Time Burden (Hours)	280	0	119
Cost Burden (Dollars)	0	0	0

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Abstract: The National Contact Center provides information about Federal Government agencies, programs, services and related issues to the American Public. The purpose of these surveys is to assess the public's satisfaction with the service and assist in increasing the efficiency in responding to the public's need for information.

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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:
	74 FR 59981	11/19/2009
30-day Notice:	Federal Register Citation:	Citation Date:
	75 FR 6032	02/05/2010
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 2

IC Title	Form No.	Form Name
Automated Message Survey/Information Specialist Survey
National Contact Center Customer Web 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	4,200	2,200	0	2,000	0	0
Annual Time Burden (Hours)	280	119	0	161	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: Yes

Burden Reduction Due to: Using Information Technology

Short Statement: The number of respondents line was increased to 4,200, versus 2,200 in 2006. We reduced the number of phone call respondents from 1,300 surveys to 600 surveys. We know, from recent survey results, that the phone survey participation rate will be lower than what we had projected in 2006. However, the e-mail response has been more than we estimated, and we added chat service to that web survey, so we increased our web survey estimate from 900 to 3,600. The annual hours line was increased to 270 (from 119) because of the increased use of the web survey and the inclusion of chat service to the web survey.

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Annual Cost to Federal Government:

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]? 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: 03/05/2010

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