Short Form

Request for Approval under the “Generic Clearance for the Collection of Routine Customer Feedback” (OMB Control Number: 1545-2256)

TITLE OF INFORMATION COLLECTION: CP14IA Notice Survey

PURPOSE: This survey will evaluate taxpayers’ ability to understand the CP14-IA notice and their understanding of options after reading the notice.

After taxpayers set up a pre-assessed payment plan (including short term, DDIA, or regular installment agreement), either at the time that they file their return or after, they receive a confirmation notice that a payment plan has been created. That notice currently does not contain the legally mandated language that IRS must send to all taxpayers who owe a balance (CP14 notice). The goal of this project is to test a revised CP14-IA notice that also includes language referencing the newly created payment plan. This will allow IRS to reiterate that a payment plan has been set up while also communicating the mandated content regarding an unpaid balance [with the goals to reduce confusion and decrease Customer Service calls].

Goals

To develop insights on the user experience regarding the new CP14-IA notice. Ultimately, the creation of the new notice is to: 1) decrease inbound phone calls, 2) ensure taxpayers understand their tax obligation and consequences of noncompliance, 3) increase use of self-service channels, and 4) encourage taxpayers to full pay (if possible).

DESCRIPTION OF RESPONDENTS: To qualify to participate in the study, all respondents will have owed a balance to the IRS within the recent past (past 3 tax years). Half of the sample will NOT have set up a payment plan in real-life, and half of the sample will have set up a payment plan in real-life (with one-third each of these having set up a DDIA, and regular monthly installment agreement, and a short-term payment plan).

TYPE OF COLLECTION: (Check one)

[ ] Customer Comment Card/Complaint Form [ ] Customer Satisfaction Survey

[ ] Usability Testing (e.g., Website or Software) [ ] Small Discussion Group

[ ] Focus Group [X] Other: Unmoderated 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.

Name: Alcora Walden, Alcora.N.Walden@irs.gov

To assist review, please provide answers to the following questions:

Personally Identifiable Information:

1. Is personally identifiable information (PII) collected? [X] Yes [ ] No

2. If Yes, will any information that is collected be included in records that are subject to the Privacy Act of 1974? [ ] Yes [X] No

3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [X] Yes [ ] No

Gifts or Payments: Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to participants? [X] Yes [ ] No

Each respondent will receive a $50 gift certificate.

BURDEN HOURS

Category of Respondent	No. of Respondents	Participation Time	Burden
Online survey respondents	30	30 minutes (maximum)	15 hours
Totals			15 hours

FEDERAL COST: The estimated one-time cost to the Federal government is $1,500

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?

We plan to use a variety of resources, including our respondent database, social media, and online community boards to recruit for this research. Each participant who qualifies by answering screening questions will be invited to participate in the online survey.

Administration of the Instrument

1. How will you collect the information? (Check all that apply)

[X] 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.

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 (in minutes) 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 Respondents and the Participation Time then 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.

Ensure all instruments, instructions, and scripts are submitted with the request.

4