Request for Approval-myRA Customer Experience Study

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 1530-0023)
TITLE OF INFORMATION COLLECTION: myRA Customer Experience Study
PURPOSE: The purpose of this study is to provide ongoing assessment of those who have
opened, attempted to open, and who have funded a myRA account. This study will gain feedback
from myRA account holders throughout the year on the overall customer experience (activation,
signup, funding, usage, breakoffs, communications, etc.) and will diagnose issues at specific
points that may require attention. This research will uncover specific issues in the customer
experience, as well as individual reactions and needs that drive both success and failure in the
process. It will also obtain information on the characteristics of the individuals who are entering
the system in order to be able to gauge how well the system is serving various categories of
people. It is anticipated that data collection will be ongoing (conducted monthly) in order to
track key customer experience metrics over time.
DESCRIPTION OF RESPONDENTS: The research will be conducted among individuals with
a range of experience with myRA including 1) individuals who have opened and funded a myRA
account, 2) individuals who have opened a myRA account, but not funded it, and 3) individuals
who have started the process of creating a myRA account, but did not complete the application.
The individuals will be 18 years and older who have provided an email address on the myRA
site.

TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software
[ ] Focus Group

[ ] Customer Satisfaction Survey
[ ] Small Discussion Group
[ X] Other: Online survey

____

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

Date: 2016.03.11 08:49:08 -05'00'
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? [X ] Yes [ ] No
A pretest will be conducted among a random subsample of 600 myRA account holders in order
to get an initial sense of the survey response rate. Half will be offered an incentive of a $10 Gift
Card for survey participation and the other half will not be offered an incentive. The results of
the pretest will be used to inform incentive offerings for ongoing data collection.

BURDEN HOURS
Category of Respondent
Individuals who opened and funded an account
Individuals who opened but have not funded an
account
Individuals who started application but did not
complete it
Totals

No. of
Respondents
3,900/year
2,400/year

Participation
Time
9 minutes avg
9 minutes avg

Burden

1,200/year

5 minutes avg

100 hrs.

7,500/year

8.4 minutes
avg

1,045
hrs.

585 hrs.
360 hrs.

FEDERAL COST: The estimated annual cost to the Federal government is not known at this
time.
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?
The sample frame are those individuals who have opened and funded a myRA account,
individuals who have opened a myRA account, but not funded it, and individuals who have
started the process of creating a myRA account, including entering their email address, but did
not complete the application. The invitation and survey link will be sent by Comerica Bank, the
financial agent that services and administers myRA accounts on behalf of the U.S. Department of
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the Treasury. Initially a pretest of 600 randomly selected individuals will be conducted.
Following the pretest, the universe of myRA account holders (funded and unfunded) and those
who started the process of creating a myRA account, including entering their email address, but
did not complete the application will be surveyed as a baseline. Following this baseline survey,
new account holders (funded and unfunded) and applicants who provide an email address but
did not complete the application will be surveyed each month. Comerica Bank will select the new
accounts and applicants and email the invitation and survey link to them. At one and two weeks
following the initial email invitation, Comerica will send follow-up reminder emails.

Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[X] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [ ] Yes [X] 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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