National Contract Center Customer Evaluation Survey

Forms and Documents

Document Name	Status
Explanation of 2010 Term of Clearance and Application to 2013 Submission-3090-0278.docx Supplementary Document	2013-08-15
3090-0278 Supporting Statement B.docx Supporting Statement B	2013-06-26
3090-0278 Supporting Statement.docx Supporting Statement A	2013-05-22

IC Document Collections

IC ID	Document Title	Status
45227	NCC Permanent Telephone Survey Other-Survey	Modified
32469	NCC Temporary Telephone Survey Other-Survey	Modified
205887	NCC Permanaent Web Chat Survey Other-Screenshot	New
205886	NCC Temporary Web Chat Survey Other-Survey	New
205884	NCC Permanent Email Survey Other-Survey	New
205881	NCC Temporary Email Survey Other-Survey	New

ICR Details

OMB Control No: 3090-0278	ICR Reference No: 201210-3090-004
Status: Historical Active	Previous ICR Reference No: 200910-3090-011
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: 08/21/2013
	Date Received in OIRA: 07/15/2013
Terms of Clearance: This collection is approved based on the revised materials provided by the Agency.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	08/31/2016	36 Months From Approved	10/31/2013
Responses	4,700	0	4,200
Time Burden (Hours)	271	0	280
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:
	78 FR 14549	03/06/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	78 FR 30303	05/22/2013
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 6

IC Title	Form No.	Form Name
NCC Temporary Email Survey
NCC Permanent Email Survey
NCC Temporary Web Chat Survey
NCC Permanaent Web Chat Survey
NCC Temporary Telephone Survey
NCC Permanent Telephone 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	4,700	4,200	0	500	0	0
Annual Time Burden (Hours)	271	280	0	-9	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: Miscellaneous Actions

Short Statement: We are hoping to increase the number of respondents to our phone survey. Therefore, we are increasing the number of customers who receive the invitation to participate. If the number of phone survey participants increases, we should see an increase in phone line usage spending, as already reflected above. We are also anticipating an increase in costs due to our special one-time temporary surveys, which are a part of an audit of our contact center by consultants JD Power and Associates. This cost will occur in the first year covered by this clearance. Our web chat program has become more popular. Increased usage by the public will likely result in increased participation in our optional surveys. We anticipate that increase by including a higher number of respondents on this justification than in our previous justification. There is no cost associated with an increase in survey participation. In our previous justification, we over-estimated usage of our email service. For this justification, we are basing our estimate of usage on FY 2012 data. As a result, we are anticipating a decrease in respondents to our email surveys.

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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]? 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: 07/15/2013

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