Voluntary Customer Surveys to Implement E.O. 12862 Coordinated by the Corporate Planning and Performance Division on Behalf of All IRS Operations Functions

Forms and Documents

Document Name	Status
Appendix B CS OMB Consolidated Follow-up Rpt 2013-2016 to forward.doc Justification for No Material/Nonsubstantive Change	2016-03-03
Appendix A Burden Hour - Cost Report March 2013 - Mar 2016 Customer Satisfaction 1545-1432 to Forward.xls Supporting Statement B	2016-03-03
Supporting Statement-Generic Clearance 2016-2019.doc Supporting Statement A	2016-03-03

IC Document Collections

IC ID	Document Title	Status
235672	CS-19-500 Private Collection Agency (PCA) Survey Other-Attachment	New
235392	W&I Asian Limited-English Proficient Taxpayers Study Other-Attachment	New
234029	CS-18-497 Enrolled Agent Special Enrollment Exam Survey Other-Survey	New
233709	CS-18-498 IRS Contractor Survey Other-Survey	New
232979	CS-18-495 Campaign Pilot Survey Other-Survey	New
232879	CS-18-496 TAS Customer Satisfaction Survey Other-Survey	New
232537	CS-18-494 Total National and Underserved Survey Other-Survey	New
231606	CS-18-493 Individual Taxpayer Identification Number Other-Survey	New
231135	CS-18-491 TAS Mail Survey Other-Survey	New
231067	CS-18-492 Comprehensive Taxpayer Attitude Survey Other-Survey	New
229981	CS-18-490 Private Collection Agency Survey Other-Survey	New
229419	CS 17-489 2018 Virtual Service Delivery Partner Site Survey Other-Attachment	New
228924	CS-17-488 Enrolled Agent Special Enrollment Survey Other-Survey	New
228704	CS-17-487 Indian Tribal Government (ITG) and Tax Exempt Bonds (TEB) Customer Satisfaction Survey Other-survey	New
228055	CS-17-486 Procurement Contractor Survey Other-Survey Supporting Statement	New
228054	CS-17-485 Continuing Education Survey Other-Survey	New
226587	CS-17-484 Taxpayer Interactions and Compliance Attitudes Survey Other-Survey	New
226538	CS-17-483 SSA ID Proofing Pilot Other-Survey	New
226414	CS-17-482 Comprehensive Taxpayer Attitude Survey Other-Survey	New
226340	CS-17-480 Language Services Needs Other-Survey	New
226219	CS-17-481 Private Collection Agency Customer Satisfaction Survey Other-Survey	New
225991	CS-17-479 TAS Customer Satisfaction Survey Other-Survey	New
225990	CS-17-478 Collection Field Inventory Survey Other-Sruvey	New
225619	CS-17-477 Outreach Survey Other-Survey	New
224546	CS-16-476 Virtual Service Delivery Survey Other-survey	New
224168	CS-16-475 Special Enrollment Exam Survey Other-Survey	New
223590	CS-16-474 Appointment Line IVR and Appointment Follow up Survey Other-Survey	New
222575	CS 16-472 IRS Procurement Contractor Survey Other-Survey	New
222484	CS-16-473 Taxpayer Needs, Attitudes & Experience Survey Other-Survey	New
221742	CS-16-470 Comprehensive Taxpayer Attitude Survey Other-Survey	New
221591	CS-16-469 Taxpayer Advocate Survey Other-Survey	New
221543	CS-16-468 Self Preparer Survey Other-Survey	New
221539	CS-16-471 Refund API Electronic Survey Other-Survey	New

ICR Details

OMB Control No: 1545-1432	ICR Reference No: 201602-1545-033
Status: Historical Active	Previous ICR Reference No: 201301-1545-002
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: Voluntary Customer Surveys to Implement E.O. 12862 Coordinated by the Corporate Planning and Performance Division on Behalf of All IRS Operations Functions
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 05/10/2016
	Date Received in OIRA: 03/31/2016
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	05/31/2019	36 Months From Approved	05/31/2016
Responses	100,000	0	1,000,000
Time Burden (Hours)	40,000	0	150,000
Cost Burden (Dollars)	0	0	0

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Abstract: This is a generic clearance for an undefined number of customer satisfaction and opinion surveys and focus group interviews to be conducted over the next three years. Surveys and focus groups conducted under the generic clearance are used by the Internal Revenue Service to determine levels of customer satisfaction as well as determining issues that contribute to customer burden. This information will be used to make quality improvements to products and services.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service and Standards
  

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:
	81 FR 2964	01/19/2016
30-day Notice:	Federal Register Citation:	Citation Date:
	81 FR 18694	03/31/2016
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 33

IC Title	Form No.	Form Name
CS-18-497 Enrolled Agent Special Enrollment Exam Survey
CS-16-468 Self Preparer Survey
CS-18-490 Private Collection Agency Survey
CS-18-493 Individual Taxpayer Identification Number
CS-19-500 Private Collection Agency (PCA) Survey
CS-16-474 Appointment Line IVR and Appointment Follow up Survey
CS 16-472 IRS Procurement Contractor Survey
CS-17-484 Taxpayer Interactions and Compliance Attitudes Survey
CS-16-471 Refund API Electronic Survey
CS-16-476 Virtual Service Delivery Survey
CS-18-495 Campaign Pilot Survey
CS-17-478 Collection Field Inventory Survey
CS-16-470 Comprehensive Taxpayer Attitude Survey
CS-18-491 TAS Mail Survey
CS-18-496 TAS Customer Satisfaction Survey
W&I Asian Limited-English Proficient Taxpayers Study
CS-17-483 SSA ID Proofing Pilot
CS-17-486 Procurement Contractor Survey
CS-17-488 Enrolled Agent Special Enrollment Survey
CS-16-475 Special Enrollment Exam Survey
CS-16-469 Taxpayer Advocate Survey
CS-17-477 Outreach Survey
CS-18-498 IRS Contractor Survey
CS-17-479 TAS Customer Satisfaction Survey
CS-16-473 Taxpayer Needs, Attitudes & Experience Survey
CS-17-481 Private Collection Agency Customer Satisfaction Survey
CS-17-482 Comprehensive Taxpayer Attitude Survey
CS-18-494 Total National and Underserved Survey
CS-17-480 Language Services Needs
CS-17-485 Continuing Education Survey
CS-17-487 Indian Tribal Government (ITG) and Tax Exempt Bonds (TEB) Customer Satisfaction Survey
CS 17-489 2018 Virtual Service Delivery Partner Site Survey
CS-18-492 Comprehensive Taxpayer Attitude Survey

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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	100,000	1,000,000	0	0	-900,000	0
Annual Time Burden (Hours)	40,000	150,000	0	0	-110,000	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: There is a decrease in the burden previously approved by OMB, because using the past three year as a baseline, we estimate that 40,000 (13,333.3 annually) burden hours will be used over the course of the next three years.

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Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

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: 03/31/2016

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