Federal Emergency Management Agency (FEMA) Individual Assistance Customer Satisfaction Surveys

Forms and Documents

Document Name	Status
PTA, FEMA-Individual Assistance, 20101223, priv final.pdf Supplementary Document	2011-02-14
DHS-FEMA-008 Disaster Recovery Assistance Files 092409 SORN.pdf Supplementary Document	2011-02-14
NARRATIVE OF CHANGES 1660-0036 Supporting Statement PART A.doc Supplementary Document	2011-02-14
NARRATIVE OF CHANGES 1660-0036 Supporting Statement PART A.doc Supplementary Document	2011-02-14
1660-0036 Customer Satisfaction Supporting Statement 2-14-11 PART B.doc Supporting Statement B	2011-02-14
1660-0036 Customer Satisfaction Supporting Statement 2-14-11 PART A.doc Supporting Statement A	2011-02-14
1660-0036 Change Request Chart Disaster Assistance Satisfction Survey 11-3-10.doc Supplementary Document	2010-11-24
1660-0036 Change Request Chart Caller Services Helpline 10-26-10.doc Supplementary Document	2010-11-24
1660-0036 Change Request Chart Caller Services RI 10-26-10.doc Supplementary Document	2010-11-10
1660-0036 Change Request Chart Internet Inq 10-28-10.doc Supplementary Document	2010-11-10
1660-0036 Change Request Chart Internet Registration 11-3-10.doc Supplementary Document	2010-11-10
NARRATIVE OF CHANGES 1660-0036 Supporting Statement PART A.doc Supplementary Document	2011-02-14
GPRA, Exe Order, Memo.pdf Supplementary Document	2010-10-13
30 Day PUBLISHED FRN 1660-0036.pdf Supplementary Document	2010-10-13
60 Day PUBLISHED FRN 1660-0036 7-14-10.pdf Supplementary Document	2010-09-24
Executive Order 13411 Justification For Change.doc Justification for No Material/Nonsubstantive Change	2009-02-03

IC Document Collections

IC ID	Document Title	Status
195457	Caller Services Registration Survey Other-Telephone Survey	New
194953	On-Line Interviews Other-Focus Group Guide Also Used for On-Line Interviews	New
194952	One-on-One Interviews Other-Focus Group Guide Also Used for One-on-One Interviews	New
194951	Travel to Focus Group Other-Focus Group Guide for which Travel is to	New
194950	Focus Group Other-Focus Group Guide	New
194947	Site Recertification Survey Other-Telephone Survey	New
194940	Rapid Temporary Repair Survey Other-Telephone Survey	New
194938	Evacuation Plan Satisfaction Survey Other-Telephone Survey	New
194937	E-Communications Satisfaction Survey Other-Telephone Survey	New
194936	Correspondence and Process Survey Other-Telephone Survey	New
194935	Contact Survey Other-Telephone Survey	New
194934	Communication and Process Survey Other-Telephone Survey	New
194933	Disaster Recovery Center Survey Other-Telephone Survey	New
194932	Direct Housing Operations Survey Other-Telephone Survey	New
194930	Disability Access and Functional Needs Representative Survey Other-Telephone Survey	New
194929	Caller Services Helpline Survey Other-Telephone Survey	New
194843	Casework Representative Survey Other-Telephone Survey	New
180795	Internet Inquiry Survey Other-Telephone Survey	Modified
180793	Internet Registration Survey Other-Telephone Survey	Modified

ICR Details

OMB Control No: 1660-0036	ICR Reference No: 201005-1660-007
Status: Historical Active	Previous ICR Reference No: 200901-1660-004
Agency/Subagency: DHS/FEMA	Agency Tracking No:
Title: Federal Emergency Management Agency (FEMA) Individual Assistance 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: 02/15/2011
	Date Received in OIRA: 11/30/2010
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	02/28/2014	36 Months From Approved	02/28/2011
Responses	42,258	0	5,865
Time Burden (Hours)	7,086	0	1,467
Cost Burden (Dollars)	4,320	0	0

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Abstract: Federal agencies are required to survey their customers to determine the kind and quality of services customers want and their level of satisfaction with existing services. FEMA Managers use the survey results to measure program performance against standards for performance and customer service; measure achievement of the Government Performance and Results Act (GPRA) and strategic planning objectives; and generally gauge and make improvements to disaster services that increase customer satisfaction.

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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:
	75 FR 40847	07/14/2010
30-day Notice:	Federal Register Citation:	Citation Date:
	75 FR 59732	09/28/2010
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 19

IC Title	Form No.	Form Name
Disaster Recovery Center Survey
Internet Registration Survey
Caller Services Registration Survey
Evacuation Plan Satisfaction Survey
Caller Services Helpline Survey
Focus Group
Internet Inquiry Survey
Direct Housing Operations Survey
Casework Representative Survey
Disability Access and Functional Needs Representative Survey
Rapid Temporary Repair Survey
One-on-One Interviews
Site Recertification Survey
Contact Survey
Correspondence and Process Survey
E-Communications Satisfaction Survey
On-Line Interviews
Travel to Focus Group
Communication and Process 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	42,258	5,865	0	36,393	0	0
Annual Time Burden (Hours)	7,086	1,467	0	5,619	0	0
Annual Cost Burden (Dollars)	4,320	0	0	4,320	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: Miscellaneous Actions

Short Statement: Program Increases fall into these new categories: Disability Access and Functional Needs population: FEMA’s Strategic Plan emphasizes customer care for the Disability population. Measuring the customer care received will enhance the customer service. Direct Housing Operations population: FEMA provides temporary housing to disaster survivors and measuring their satisfaction during the different phases of living in the unit will enhance the customer service. Internet user’s population: The Disaster Assistance Improvement Plan required FEMA and other disaster aid providers to develop a portal for registering for all forms for disaster assistance. This website was new in January 2009 and this collection measures its customers’ satisfaction along with gathering suggestions for improvement and includes an increase in the number of responses to achieve validity. Disaster Recovery Center: Visitors to the centers satisfaction rate and suggestions to improve at the earliest onset of a disaster provide immediate support to the field operations for improving service. Casework Representatives: Measuring the customer service and success of an outbound call to the disaster survivor when explaining eligibility assists the applicant in their recovery process and provides opportunities for training. Prior collection activity was based on 23 disasters per year. The average of the last two years increased to 30 disasters.

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Annual Cost to Federal Government: $1,734,794

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? 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? 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: 11/30/2010

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