Supporting Statement
Approval Request to Conduct Customer Satisfaction Research (OMB #1545-1432)
IRS.gov ITA Survey
JUSTIFICATION
Circumstances Making the Collection of Information Necessary
The Rules Base Program Office within the Wage & Investment Division is conducting a customer survey to measure customer satisfaction with their use of the Interactive Tax Assistant on irs.gov. The survey instruments will be used to determine the customer satisfaction of the ITA tool and its ease of use.
Purpose and Use of the Information Collection
The primary goal of the survey is to assist in determining the ease of using ITA as well as how satisfied the customer is with the answer received when using the tool.
Consideration Given to Information Technology
The questionnaire will be administered on irs.gov at the completion of using the ITA tool and receiving a response to the tax law question posed.
Duplication of Information
This is the only study conducted by the IRS to measure customer satisfaction for the on-line ITA tool.
Reducing the Burden on Small Entities
The ITA Customer Satisfaction Survey has been designed to minimize burden. The time it takes a respondent to complete the survey has been carefully considered and only the most important areas are being surveyed. The average time of survey completion is expected to be less than 2 minutes. Burden estimate are based on 8% response rate.
Consequences of Not Conducting Collection
The RBPO will not be able to measure external customer satisfaction with ITA. Feedback from customers is important in order to assess ease of use and reliability of the tool. If the survey is not conducted, opportunities to improve the product would be missed.
Special Circumstances
There are no special circumstances. The information collected will be voluntary and will not be used for statistical purposes.
Consultations with Persons Outside the Agency N/A
Payment or Gift . No payments or gifts to be provided.
Confidentiality
The survey is conducted online with no data collection of a personal or sensitive nature. The data returned to IRS will have no identifying information relating specific records to individual taxpayers. Nonetheless, IRS will ensure that privacy to the extent allowed by law and security of the aggregated results will receive the utmost attention. Public and official access to the information will be tightly controlled. The computer files containing this tabulated information will remain password protected at all times. We will apply fair information and record-keeping practices to ensure protection of all taxpayers. The criterion for disclosure laid out in the Privacy Act, the Freedom of Information Act, and section 6103 of the Internal Revenue Code, provides for the protection of taxpayer information as well as its release to authorized recipients.
Sensitive Nature
There are no questions within the survey that are of a personal or sensitive nature.
Burden of Information Collection
The estimated time to complete the survey is 30 seconds. Based on a potential sample of 500,000 and assuming a 8 percent response rate, the total annual burden hours requested (333 hrs.) are based on the number of survey completions we expect to receive over the requested period for this clearance.
Estimated Burden |
||||
Type of Collection |
No. of Respondents |
Annual Frequency per Response |
Minutes per Response |
Total Hours |
Customers who respond to survey (percent of above) |
40,000 |
1 |
.5 minutes (30 seconds) |
333 hrs (40K*.5)/60 |
Total |
|
|
|
333 hrs
|
Costs to Respondents
Not Applicable.
Costs to Federal Government
Not applicable
Reason for Change
Not applicable.
Tabulation of Results, Schedule, Analysis Plans
Taxpayers who complete an ITA topic will be asked to take the survey on the response page. The IRS will assume that all data collected from this survey is qualitative in nature and that no critical decisions will be made by this office sole from the analysis of data from this survey. The results from this survey are simple one piece of a larger set of information needed to assess the needs related to services provided by the IRS.
Display of OMB Approval Date
Not applicable
Exceptions to Certification for Paperwork Reduction Act Submissions
These activities comply with the requirements in 5 CFR 1320.9.
19. Period of Survey:
November 2013 through November 2014
B. STATISTICAL METHODS
The primary purpose of these collections will be for internal management purposes; there are no plans to publish or otherwise release this information.
Universe and Respondent Selection
Taxpayers will be asked to take the survey once they have completed an ITA topic and have received a response.
Procedures for Collecting Information
W&I, Strategy & Finance, Research will be responsible for collecting the data and conducting data analysis.
Methods to Maximize Response
The survey is offered to all taxpayers who complete an ITA topic and have received a response. The response rate is determined based on those taxpayers who wish to complete the survey.
Testing of Procedures
No testing will be conducted.
Contacts for Statistical Aspects and Data Collection
For questions regarding the survey, questionnaire design or statistical methodology, contact:
Jeffrey W. Gray
859-669-7857
Attachment:
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| File Title | DOCUMENTATION FOR THE GENERIC CLEARANCE |
| Author | 558022 |
| File Modified | 0000-00-00 |
| File Created | 2021-01-30 |