Collection of Qualitative Feedback on Agency Service Delivery

Forms and Documents

Document Name	Status
Draft Generic Clearance Submission Template.docx Supplementary Document	2014-05-30
Supporting Statement (Part B).docx Supporting Statement B	2014-05-30
Supporting Statement (IRS).docx Supporting Statement A	2014-05-30

IC Document Collections

IC ID	Document Title	Status
226551	Search Label Research Study #2 Other-Survey	New
226264	Search Label Research Study Other-Survey	New
226000	IRS.gov Menu Labeling Usability Study 2 Other-Survey	New
225279	IRS.gov MegaMenu Usability Study Other-Survey	New
217787	IRS2GO Validation Usability Study Other-survey	New
217782	Responsive Payments Formative Usability Study Other-Survey package	New
215343	Third Party Credential Authentication Usability Study Materials Other-Survey	New
214618	Direct pay Usability Testing Other-Script and Materials	New
213200	IRS Authorizations Prototype - Usability Testing Other-Survey	New
213092	External Leads External Customer Feedback 2014 Other-Survey	New
213027	IRS2GO v5 User Experience Study Other-Survey	New
212564	IRS Account Usability Test Other-Script and Materials	New
211920	eAuthentication Usability Study Other-Focus Group testing	New

ICR Details

OMB Control No: 1545-2256	ICR Reference No: 201402-1545-004
Status: Historical Active	Previous ICR Reference No:
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: Collection of Qualitative Feedback on Agency Service Delivery
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 05/30/2014
	Date Received in OIRA: 03/21/2014
Terms of Clearance: Corrected supporting statements.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	05/31/2017	36 Months From Approved
Responses	3,000,150	0	0
Time Burden (Hours)	800,040	0	0
Cost Burden (Dollars)	1,000,000	0	0

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Abstract: This collection of information is necessary to enable the Agency to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from our customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the Agency's programs.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: SETTING CUSTOMER SERVICE STANDARDS
   EO: EO 13571 Name/Subject of EO: Streamlining Service Delivery and Improving Customer Service
  

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 72151	12/02/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 9588	02/19/2014
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 13

IC Title	Form No.	Form Name
External Leads External Customer Feedback 2014
IRS2GO v5 User Experience Study
IRS Authorizations Prototype - Usability Testing
Search Label Research Study #2
IRS.gov MegaMenu Usability Study
eAuthentication Usability Study
Direct pay Usability Testing
IRS.gov Menu Labeling Usability Study 2
Responsive Payments Formative Usability Study
Third Party Credential Authentication Usability Study Materials
IRS Account Usability Test
Search Label Research Study
IRS2GO Validation Usability Study

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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	3,000,150	0	0	3,000,150	0	0
Annual Time Burden (Hours)	800,040	0	0	800,040	0	0
Annual Cost Burden (Dollars)	1,000,000	0	0	1,000,000	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: No

Burden Reduction Due to:

Short Statement: This is a new collection.

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Annual Cost to Federal Government: $1,000,000

Does this IC contain surveys, censuses, or employ statistical methods? No

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: 03/21/2014

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