Request for Approval Generic Clearance

Request for Approval under the "Generic Clearance for the Collection of Routine
Customer Feedback" (OMB Control Number: 3048-0036)
TITLE OF INFORMATION COLLECTION: 2011 Export-Import Bank Customer Survey
PURPOSE: In accordance with Executive Order 12862 (Setting Customer Service Standards)
the US Export Import Bank is required to develop a Customer Service Plan (the ,"Plan") in
consultation with the Office of Management and Budget. The proposed survey will help
validate customer expectations and priorities to be addressed in the Plan. Second, the survey

solicits customer feedback on our performance and areas of improvement.

DESCRIPTION OF RESPONDENTS:
We will invite a representative sample of existing and prior customers to participate in the
survey. Customers will typically consist of both privately-owned and public companies that
export US goods and services and utilizelhave utilized Ex-1m Bank services. We envision
approaching 600 customers with a maximum 75 % response rate.

TYPE OF COLLECTION: (Check one)

[] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software
[] Focus Group

[ X] Customer Satisfaction Survey
[ ] Small Discussion Group
[] Other:_ _ _ _ _ _ _ _~--

CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the,:)Jtogram or may have experience with the program in the future.
~~,~

Name:

'I: ''',

If.'I

:

/1;vf'+-bvy~
Mark Thorum, Senior Inspector, DIG Ex-1m Bank

To assist review, please provide answers to the following question:
Personally Identifiable Information:
1. Is personally identifiable information (PII) collected? [ ] Yes [X] No
2. If Yes, is the information that will be collected included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Applicable, has a System or Records Notice been published? [ ] Yes [ ] No
Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants? [ ] Yes [ X] No

BURDEN HOURS for the Public

Category of Respondent
Customer

No. of
Respondents
400

Participation
Time
15 minutes

Totals

Burden
100
hours

100
hours

FEDERAL COST: The estimated annual cost to the Federal government is $6000

Review time per response 15 minutes; 6000 minutes or 100 hours.

Average Hourly Wage $40; $4,000 in total.

Benefits & Overhead Costs: $2,000

If you are conducting a focus group. survey. or plan to employ statistical methods. please

provide answers to the following questions:

The selection of your targeted respondents

1. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?

[X]Yes[] No

If the answer is yes, please provide a description of both below (or attach the sampling plan)?
If the answer is no, please provide a description of how you plan to identify you r potential
group of respondents and how you will select them?

We will make a random selection of 600 prior and existing exporting customers. We anticipate
a 75% response rate.

Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[ ] Web-based or other forms of Social Media
[ ] Telephone
[ lIn-person
[ ] Mail
[ X ] Other: E-mail surveys.
2. Will interviewers or facilitators be used? [ ] Yes [ X 1No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.