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.
EO: EO
12862 Name/Subject of EO: SETTING CUSTOMER SERVICE STANDARDS
The following increas in burden
esitmates are due to Disaster Recovery Center - program change
increase due to the number of surveys required to achieve random
sampling Reigstration Survey - adjustment change increase due to
additional Categories of Representative interacing with Disaster
Survivors Helpline/Contact Survey - adjustment change increase due
to additional Categories of Representatives interacting with
Disaster Survivors internet Registration Electronic Survey -
program change increase due to number of surveys required to
achieve number of random responses Internet inquiry Electronic
Survey program change increase due to number of surveys required to
achieve number of random responses Direct Housing Operations Survey
- Move In - program decrease in the number of housing per
disasters. Disability Access and Functional Needs Representative
Survey - Discontinuted survey. Communications and Process Survey -
Discontinued survey. Contact Survey - Discontinued survey.
Correspondence and Process Survey - Discontinued Survey
Communication Satisfaction Survey - Discontinued Survey Evacuation
Plan Satisfaction Survey - Discontinued Survey Rapid Temporary
Repair Survey - Discontinued Survey Site Recertification Survey -
Discontinued Survey Focus Group - program change due to addition
topics related to disasters. Travel to Focus Group - program change
decrease due to amount of time for interview One-on-One Interviews
- program change decrease due to amount of time for interview
On-Line Interviews - program change decrease due to amount of time
for interview
Lawann Johnson 202 646-4246
lawann.johnson@dhs.gov
No
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:
(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;
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.