Request for Approval

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 1530-0023)
TITLE OF INFORMATION COLLECTION:
Direct Express® Cardholder Satisfaction and Usage Tracking Survey
PURPOSE: The quantitative research proposed for 2014 is important for several reasons. First,
it will continue to track customer satisfaction levels over time, which is particularly important
given some cardholders, specifically those without bank accounts, are now being required to
receive their benefit payment electronically like the Direct Express card when they apply for
benefits instead of being given a choice. Second, the survey will continue to allow us to track
changes in knowledge of the card’s features overtime, as more cardholders are receiving
additional information after their initial enrollment package about how to use the card. Third, it
will allow the tracking of how cardholders use the card over time in ways that are advantageous
to customers (such as using the card instead of cash to pay bills and make purchases). Fourth,
given that most paying agencies such as Veterans Affairs, Railroad Retirement Board, Civil
Service Retirement, and other benefit recipients are now required receive their payments
electronically like the Direct Express card, the survey will allow us to begin assessing any
differences or special needs across new audiences as they begin choosing Direct Express for
their federal benefit payment(s). Finally, the survey is designed in large part as a tracking survey
to ensure high levels of customer satisfaction and monitor trends in usage to assess areas where
additional information might be provided to customers to help them use the card most effectively
and test interest in new features of the cards that can help customers manage their money.
DESCRIPTION OF RESPONDENTS: To accomplish the objectives above, KRC Research
will conduct 1,000 17-minute telephone interviews among a random sample of current Direct
Express cardholders who have had their card for at least three months.
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 program or may have experience with the program in the future.
Digitally signed by Bruce A. Sharp
DN: c=US, o=U.S. Government, ou=Department of the Treasury, ou=Bureau of
the Public Debt, ou=People, serialNumber=404211, cn=Bruce A. Sharp
Date: 2014.09.19 13:15:32 -04'00'

Name:________________________________________________
Bruce A. Sharp
To assist review, please provide answers to the following question:

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Personally Identifiable Information:
1. Is personally identifiable information (PII) collected? [ ] Yes [ X] No
2. If Yes, will any information that is collected be included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Yes, has an up-to-date System of Records Notice (SORN) 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
Category of Respondent

No. of
Participation
Respondents Time
1,000
17 minutes

Individuals – Direct Express Cardholders
Totals

Burden
283 Hrs

FEDERAL COST: The estimated annual cost to the Federal government is $0.
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 your potential group of
respondents and how you will select them?
Direct Express cardholders are customers of Comerica Bank. Comerica Bank, as part of this
research effort, will provide a random sample of 60,000 cardholders to KRC Research.
Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[ ] Web-based or other forms of Social Media
[X] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [ X] Yes [ ] No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.

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Instructions for completing Request for Approval under the “Generic
Clearance for the Collection of Routine Customer Feedback”
TITLE OF INFORMATION COLLECTION: Provide the name of the collection that is the
subject of the request. (e.g. Comment card for soliciting feedback on xxxx)
PURPOSE: Provide a brief description of the purpose of this collection and how it will be used.
If this is part of a larger study or effort, please include this in your explanation.
DESCRIPTION OF RESPONDENTS: Provide a brief description of the targeted group or
groups for this collection of information. These groups must have experience with the program.
TYPE OF COLLECTION: Check one box. If you are requesting approval of other
instruments under the generic, you must complete a form for each instrument.
CERTIFICATION: Please read the certification carefully. If you incorrectly certify, the
collection will be returned as improperly submitted or it will be disapproved.
Personally Identifiable Information: Provide answers to the questions. Note: Agencies
should only collect PII to the extent necessary, and they should only retain PII for the period of
time that is necessary to achieve a specific objective.
Gifts or Payments: If you answer yes to the question, please describe the incentive and provide
a justification for the amount.
BURDEN HOURS:
Category of Respondents: Identify who you expect the respondents to be in terms of the
following categories: (1) Individuals or Households;(2) Private Sector; (3) State, local, or tribal
governments; or (4) Federal Government. Only one type of respondent can be selected per row.
No. of Respondents: Provide an estimate of the Number of respondents.
Participation Time: Provide an estimate of the amount of time required for a respondent to
participate (e.g. fill out a survey or participate in a focus group)
Burden: Provide the Annual burden hours: Multiply the Number of responses and the
participation time and divide by 60.
FEDERAL COST: Provide an estimate of the annual cost to the Federal government.
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. Please provide a description of how you plan to
identify your potential group of respondents and how you will select them. If the answer is yes,
to the first question, you may provide the sampling plan in an attachment.
Administration of the Instrument: Identify how the information will be collected. More than
one box may be checked. Indicate whether there will be interviewers (e.g. for surveys) or
facilitators (e.g., for focus groups) used.
Submit all instruments, instructions, and scripts are submitted with the request.

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