American Customer Satisfaction Index "Customer Satisfaction Surveys"

ICR 201805-1090-002

OMB: 1090-0007

Federal Form Document

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Supplementary Document
2018-09-17
Supplementary Document
2018-09-13
Supporting Statement A
2018-09-13
Supporting Statement B
2018-05-31
Supplementary Document
2018-05-31
Supplementary Document
2018-05-21
Supplementary Document
2013-03-05
Supplementary Document
2013-02-20
Supplementary Document
2012-09-14
Supplementary Document
2009-08-14
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2009-08-13
Supplementary Document
2009-08-10
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2009-08-05
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2009-08-05
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2009-08-05
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ICR Details
1090-0007 201805-1090-002
Active 201412-1090-003
DOI/ASPMB 1090-0007
American Customer Satisfaction Index "Customer Satisfaction Surveys"
Extension without change of a currently approved collection   No
Regular
Approved with change 09/17/2018
Retrieve Notice of Action (NOA) 07/27/2018
OMB approves this collection for a period of three years. To request approval of information collections under this generic approval, the agency must do the following: 1) Unless an agency is using multiple modes of collection (e.g., paper forms and electronic submissions), complete the Generic Clearance Submission Template for each Instrument; 2) If the agency is using multiple modes of collection (e.g., paper forms and electronic submissions), the same Generic Clearance Submission Template may be used for both instruments; 3) each Generic Clearance Submission Template must be uploaded as a Supplementary document using a naming convention that allows the public to identify the associated instrument; 4) the agency must complete the Survey Mapping Template to allow for a cross comparison of survey questions with the survey question bank.
  Inventory as of this Action Requested Previously Approved
09/30/2021 36 Months From Approved 09/30/2018
80,000 0 240,000
16,000 0 48,000
0 0 0

This is a request for a a three-year extension of the generic clearance to conduct customer satisfaction measures of Federal Government programs and services utilizing the methodology of the American Customer Satisfaction Index (ACSI). This extension will allow for continued use of a data-driven, statistically valid approach to understanding customer satisfaction with agency interactions and processes. By using the ACSI methodology, agencies gain important insights about who their customers are and what specifically drives their satisfaction. This allows decision-makers to objectively measure their processes and/or service delivery and use the results to allocate resources more effectively. The ultimate objective is to help agencies become more citizen-centric and achieve higher levels of citizen trust and confidence.

EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
   EO: EO 13571 Name/Subject of EO: Streamlining Service Delivery and Improving Customer Service
   EO: EO 13450 Name/Subject of EO: Improving Government Program Performance
   US Code: 31 USC 1116 Name of Law: Government Performance Results Act
  
None

Not associated with rulemaking

  83 FR 9022 03/02/2018
83 FR 25040 05/31/2018
No

140
IC Title Form No. Form Name
2019 041 PBGC Participant Caller Customer Satisfaction Survey 041 PBGC Participant Caller Customer Satisfaction
BCA Passport Annual Survey 022 BCA Passport Annual Survey
Dept of Ed Grantee Survey - Program 24 103-22002 Dept of Ed Grantee Survey-Program 24
HRSA HAB Recipeint Questionnaire-061 20316 A1 061-20316 A1 HRSA HAB Recipient Questionnaire
FinCEN Foreign FIU Survey-050-20265 A5 050-20265 A5 FinCEN Foreign FIU Survey-050-20265 A5
VHA Inpatient Customer Satisfaction Survey 037 NHA inpatient Customer Satisfaction Survey
2019 036 USCIS E-Verify CCO 037-20325 A2 USCIS E-Verify CCO Survey-20325 A2
2019 027 NIH NIAID Webmonitor 027-20277 A3 NIH NIAID Survey
HRSA HHS NHSC Participant Stakeholder 023-20317 A1 NHSC HRSA Participant Survey-023-20317 A1
Dept of Ed Grantee Survey Program 62 141-22002 Dept of Ed Grantee Survey Program 62
082 22002Dept of ED OGA Grantee Questionnaire_CORE+Adult Ed and Family Literacy(3) 082 22002 082 22002Dept of ED OGA Grantee Questionnaire_CORE+Adult Ed and Family Literacy(3)
VA VHA CHAMPVA Beneficiaries Survey #1-20923 A0 073-20923A0 VA VHA CHAMPVA Beneficiaries Survey #1-20923 A0
USDA NAL Questionnaire-20909 A0 076-20909 A0 USDA NAL Questionnaire
Dept of Ed Grantee Survey Program 56 135-22002 Dept of Ed Grantee Survey Program 56
089 22002 Dept of ED OGA Grantee Questionnaire_CORE+Rehabilitation Long Term Training Program(10) 089 22002 089 22002 Dept of ED OGA Grantee Questionnaire_CORE+Rehabilitation Long Term Training Program(10)
Dept of Ed Grantee Survey Program 61 140-22002 Dept of Ed Grantee Survey Program 61
085 22002 Dept of ED OGA Grantee Questionnaire_CORE+Native American Career and Technical Education(6) 085 22002 085 22002 Dept of ED OGA Grantee Questionnaire_CORE+Native American Career and Technical Education(6)
Dept of Ed Grantee Survey Program 55 134-22002 Dept of Ed Grantee Survey Program 55
Dept of Ed Grantee Survey Program 26 106-22002 Dept of Ed Grantee Survey Program 26
Dept of Ed Grantee Survey Program 40 119-22002 Dept of Ed Grantee Survey Program 119
Dept of Ed Grantee Survey -Program 31 110-22002 Dept of Ed Grantee Survey Program 31
USDA NAL (Office of Comm) Survey #2-20909A0 069-20909A0 USDA NAL (Office of Comm) Survey #2-20909A0
Department of Ed. Grantee Survey Program 21 100-22002 Dept of Ed. Survey Program 21
NASA Planetary Data System Survey-20901A0 072-20901 A0 NASA Planetary Data System Survey
088 22002 Dept of ED OGA Grantee Questionnaire_CORE+RSA Vocational Rehabilitation Program(9) 088 22002 088 22002 Dept of ED OGA Grantee Questionnaire_CORE+RSA Vocational Rehabilitation Program(9)
Dept of Ed Grantee Survey Program 50 129-22002 Dept of Ed Grantee Survey Program 50
Dept of Ed Grantee Survey - Program 27 106-22002 Dept of Ed Grantee Survey Program 27
ACSI Survey 2019 022 FAA FSS (Phone) 022(2)-20313 A1 FAA FSS Phone Survey-022(2)-20313 A1
National Weather Service (NWS) 20905 A0 rev 068-20905 A0 rev National Weather Service (NWS) Survey
Dept of Ed Grantee Survey Program 57 136-22002 Dept of Ed Grantee Survey Program 57
VA VHA Spina Bifida Survey #2-20923 074-20923 A0 VA VHA Spins Bifida Survey #2-20923
Dept of Ed Grantee Survey Program 35 114-22002 Dept of Ed Grantee Survey Program 35
Dept of Ed Grantee Survey Program 49 128-22002 Dept of Ed Grantee Survey Program 49
094 22002 Dept of ED OGA Grantee Questionnaire_CORE+Strengthening Institutions Program(15) 094 22002 094 22002 Dept of ED OGA Grantee Questionnaire_CORE+Strengthening Institutions Program(15)
DOI OST Survey 20907 A0 079-20907 A0 DOI OST Survey
Dept of Ed Grantee Survey- Program 23 102-22002 Dept of Ed Grantee Survey Program 23
NASA DEVELOP End User Questionnaire - Survey #1 023 NASA DEVELOP End User Questionnaire - Survey #1
Department of Ed Grantee Survey Program 46 125-22002 Dept of Ed Grantee Survey Program 46
Dept of Ed Grantee Survey Program 39 118-22002 Dept of Ed Grantee Survey Program 39
BCA Passport IVR Call Center Survey 20322-A1 BCA Passport IVR Call Center Survey
2018 007 Questionnaire_NPS.gov 007-20327 A0 NPS.gov Webmonitor-007-20327
FAA Website Questionnaire 2018-19-20313 A1 022-20313 A1 FAA Website Questionnaire-20313 A1
ACSi 2019 014 NRRS Continuous 014-30531 A6 NRRS Customer Service Survey -30531 A6
ACSI 2019 10 USCIS Welcome to US Pamphlet Survey 10-20325 A0 USCIS Welcome to US Pamphlet Survey-20325 A0
OSEOD Customer Touch Survey-035-20260 A3 035-20260 A1 OSEOD Customer Touch Survey
DOI OSTCall Center Survey-052-20908 A0 052-20908 A0 DOI OST Call Center Survey
USCIS SAVE Customer Satisfaction Survey-064-20325 A2 064-20325 A2 USCIS SAVE Customer Satifaction Survey
SBA Lenders Satisfaction Survey 065-20328 A1 SBA Lenders Satisfaction Survey
Dept of Ed Grantee Survey Program 37 116-22002 Dept of Ed Grantee Survey Program 37
083 22002 Dept of ED OGA Grantee Questionnaire_CORE+Carl Perkins Career&Technical(4) 083 22002 083 22002 Dept of ED OGA Grantee Questionnaire_CORE+Carl Perkins Career&Technical(4)
Dept of Ed Grantee Survey Program 130-22002 Dept of Ed Grantee Survey Program 51
Dept of Ed Grantee Survey Program 30 109-22002 Dept of Ed Grantee Survey Program 30
084 22002 Dept of ED OGA Grantee Questionnaire_CORE+Native Hawaiian Career and Technical Education(5) 084 22002 084 22002 Dept of ED OGA Grantee Questionnaire_CORE+Native Hawaiian Career and Technical Education(5)
Dept of Ed Grantee Survey Program 58 137-22002 Dept of Ed Grantee Survey Program 58
Dept of Ed Grantee Survey Program 60 139-22002 Dept of Ed Grantee Survey Program 60
HHS OCS CED Survey 040 HHS OCS CED Survey
HRSA OPAE Grantee Satisfaction Survey-20914A0 063-20914 A0 2019 HRSA OPAE Grantee Satisfaction Survey
NASA DEVELOP Participant Questionnaire - Survey 2 024 NASA DEVELOP Participant Questionnaire - Survey 2
Dept of Ed Grantee Survey- Program 25 104-22002 Dept of Ed Grantee Survey - Program 25
2020 027 Shopping Bag Feedback survey mapping file 027 2020 027 Shopping Bag Feedback survey mapping file
VHA Outpatient Customer Satisfaction Survey 038 VHA Outpatient Customer Satisfaction Survey
2019 031 US Mint IVR Continuous 031-2048A4 US Mint Call Center (IVR) Questionnaire
Dept of Ed Grantee Survey Program 53 132-22002 Dept of Ed Grantee Survey Program 53
2019 036 PBGC Participants 036-20274 A3 PBGC Participants Survey-20274 A3
2018 005 VA MOVE! Patient Experience Survey 2018 005-20321 A0 VA MOVE! Patient Experience Survey-005-20321 A0
Dept of Ed Grantee Survey Program 68 147-22002 Dept of Ed Grantee Survey Program 68
095 22002 Dept of ED OGA Grantee Questionnaire_CORE+Alaskan Native and Native Hawaiian-Part A(16) 095 22002 095 22002 Dept of ED OGA Grantee Questionnaire_CORE+Alaskan Native and Native Hawaiian-Part A(16)
Dept of Ed Grantee Survey Program 29 108-22002 Dept of Ed Grantee Survey Program 29
Dept of Ed Grantee Survey Program 42 121-22002 Dept of Ed Grantee Survey Program 42
Dept of Ed Grantee Survey Program 67 146-67 Dept of Ed Grantee Survey Program 67
Dept of Ed Grantee Survey Program 59 138-22002 Dept of Ed Grantee Survey Program 59
Dept. of Educatuon OGA Grantee Survey-22002 A0 078-22002 A0 Dept. of Ed OGA Grantee Survey
Dept of Ed Grantee Survey Program 64 143-22002 Dept of Ed Grantee Survey Program 64
Dept of Ed Grantee Survey Program 44 123-22002 Dept of Ed Grantee Survey Program 44
2020 101 ARC Website Questionnaire - Final to OMB_rev 101 2020 101 ARC Website Questionnaire - Final to OMB_rev
2020 026 DeCA Store Purchaser Survey Questions 05.14.2020 026 2020 026 DeCA Store Purchaser Survey Questions 05.14.2020
2019 029 FTC Continuous 029-50165A3 FTC Continuous Questionnaire
PBGC Premium Filer Questionnaire 042 PBGC Premium Filer Questionnaire
091 22002 Dept of ED OGA Grantee Questionnaire_CORE+GEAR UP-State(12) 091 22002 091 22002 Dept of ED OGA Grantee Questionnaire_CORE+GEAR UP-State(12)
FinCEN Portal & Query Survey - 20265 A5 047-20265 A5 FinCEN Portal and Query Survey
Dept of Ed Grantee Survey Program 54 133-22002 Dept of Ed Grantee Survey Program 54
Dept of Ed Grantee Survey Program 41 120-22002 Dept of Ed Grantee Survey Program 41
Dept of Ed Grantee Survey Program 69 148-22002 Dept of Ed Grantee Survey Program 69
Dept of Ed Grantee Survey Program 33 112-22002 Dept of Ed Grantee Survey - Program 33
Dept of Ed Grantee Survey - Program 113 113-22002 Dept of Ed Grantee Survey Program 34
USDA NASS Customer Satisfaction Survery-20918 A0 150-20918 A0 USDA NASS Customer Satisfaction Survery
Department of ED Grantee Survey program 01 080-22002 Department of ED
HRSA NHSC Site Survey 039 HRSA NHSC Site Survey
VA VBA Life Insurance Satisfaction Questionnaire -20266 A2 044 VA VBA Life Insurance Satisfaction Questionnaire (20266 A2)
2019 230 DeCA CCSS Store Browser 20190529_DOT 6.13.19 230, 230 2019 230 DeCA CCSS Store Browser 20190529_DOT 6.13.19 ,   2019 230 DeCA Core Store Purchaser_06.13.19
Dept of Ed Grantee Survey Program 52 131-22002 Dept of Ed Grantee Survey Program 52
Dept of Ed CFO Grantee Customer Satisfaction Survey-20267 A5-3 049-20267-A5-3 Dept of Ed CFO Grantee Customer Satisfaction Survey-20267 A5-3
USDA FSIS Call Center Questionnaire-30614 A4 018-30614 A4 USDA FSIS Call Center Questionnaire-018-30614 A4
USDA NAL NISIC Survey #4-20909 A0 077-20909 A0 USDA NAL NISIC Survey-20909 A0
2019 ED NCES Survey 070-20209 A4 2019 ED NCES Survey
086 22002 Dept of ED OGA Grantee Questionnaire_CORE+IDEA-State Directors of Education(7) 086 22002 086 22002 Dept of ED OGA Grantee Questionnaire_CORE+IDEA-State Directors of Education(7)
Dept of Ed Grantee Survey Program 32 111-22002 Dept of Ed Grantee Survey - Program 32
OMB Mapping Cover_ED Grantee 2020_02 081 22002 081 22002Dept of ED OGA Grantee Questionnaire_CORE+National Professional Development Program(02)
Dept of Ed Grantee Survey Program 66 145-22002 Dept of Ed Grantee Survey Program 66
Dept of Ed Grantee Survey Program 65 144-22002 Dept of Ed Grantee Survey Program 65
Dept of Ed Grantee Survey Program 38 117-22002 Dept of Ed Grantee Survey Program 38
2020 042 CFPB_Pubs_Customer Satisfaction Survey vFINAL 042 2020 042 CFPB_Pubs_Customer Satisfaction Survey vFINAL
Dept of Ed Grantee Survey Program 43 122-22002 Dept of Ed Grantee Survey Program 43
CFPB Customer Satisfaction Survey-20910A0 062-20910A0 CFPB FinEx Customer Satisfaction Survey
PBGC Retiree Survey-051-20253 A4-rev 051-20253 A4-rev PBGC Retiree Survey 051-20253 A4-rev
VA NCA Survey - 20226A3 046-20226A3 VA NCA Survey-20226A3
FEMA HMA Grant Survey (20311 A1) 043 FEMA HMA Grant Survey
HRSA BPHC 2018 Stakeholder Satisfaction Survey 020 HRSA BPHC 2018 Stakeholder Satisfaction Survey
FinCEN E-Filing Survey -20265A5 045-20265A5 FinCEN BSA E-Filing Survey-20265A5
USGS Webmonitor Survey-021-20318 A1 021-20318 A1 USGS Webmonitor Survey-021-20318 A1
OCS LIHEAP Satisfaction Survey 20917 A1 066-20917 A1 OCS LIHEAP Satisfaction Survey
Dept of Ed Grante Survey Program 36 115-22002 Dept of Ed Grantee Survey Program 36
Dept of Ed Grantee Survey Program 63 142-22002 Dept of Ed Grantee Survey Program 63
DOJ COPS Customer Satisfaction Survey-20903 A0 975-20903 A0 DOJ COPS Customer Satisfaction Survey-20903 A0
Dept of Ed Grantee Survey Program 48 127-22002 Dept of Ed Grantee Survey Program 48
2020 100 HRSA HAB CAREWare Customer Satisfaction and User Questionnaire - 10.13.20 100 2020 100 HRSA HAB CAREWare Customer Satisfaction and User Questionnaire - 10.13.20
Dept of Ed Grantee Survey Program 28 107-22002 Dept. of Ed Grantee Survey Program 28
097 22002 Dept of ED OGA Grantee Questionnaire_CORE+Developing Hispanic Serving Institutions(18) 097 22002 097 22002 Dept of ED OGA Grantee Questionnaire_CORE+Developing Hispanic Serving Institutions(18)
Dept of Ed Grantee Survey Program 47 126-22002 Dept of Ed Grantee Survey Program 47
USDA NAL Survey #3-071-20909A0 071-20909A0 USDA NAL Survey #3
101 Dept of Ed Grantee Survey Program 22 101-22002 101 Dept of Ed Grantee Survey Program 22
USCIS SAVE Call Center Survey 021 USCIS SAVE Call Center Survey
NASA EOSDIS Survey 025 NASA EOSDIS Survey Questionnaire
2019 015 NWS Webmonitor NWS FY18 PopupAurvey Webmonitor NWS FY18
096 22002 Dept of ED OGA Grantee Questionnaire_CORE+Minority Science and Engineering(17) 096 22002 096 22002 Dept of ED OGA Grantee Questionnaire_CORE+Minority Science and Engineering(17)
2019 028 Benefits.gov Webmonitor 028-20320A1 Benefits.gov Webmonitor
098 22002 Dept of ED OGA Grantee Questionnaire_CORE+Promoting Post Baccalaureate Opportunities(19) 098 22002 098 22002 Dept of ED OGA Grantee Questionnaire_CORE+Promoting Post Baccalaureate Opportunities(19)
087 22002 Dept of ED OGA Grantee Questionnaire_CORE+IDEA-Part C Infants and Toddlers(8) 087 22002 087 22002 Dept of ED OGA Grantee Questionnaire_CORE+IDEA-Part C Infants and Toddlers(8)
Dept of Ed Call Center Questionnaire 019-20272 A3 Dept of Ed Call Center Questionnaire-019-20272 A3
FinCEN Products and Services Survey-20265 A5 048-20265 A5 FinCEN Products and Services Survey
ACSI Survey HRSA BHW NURSE Corps 023-20317 A1 (2) HRSA BHW Nurse Corps Participant Survey
2019 024 AMS Market News 2018 024-20261A2 USDA AMS Market News survey IA 20261
SBSE ACSI Questionnaire-20275-A5-2 059-20275A5-2 SBSE ACSI Questionnaire 20275A5-2
093 22002 Dept of ED OGA Grantee Questionnaire_CORE+Childcare Access Means Parents In School(14) 093 22002 093 22002 Dept of ED OGA Grantee Questionnaire_CORE+Childcare Access Means Parents In School(14)
090 22002 Dept of ED OGA Grantee Questionnaire_CORE+IDEA National Centers(11) 090 22002 090 22002 Dept of ED OGA Grantee Questionnaire_CORE+IDEA National Centers(11)
Dept of Ed Grantee Survey Program 70 149-22002 Dept of Ed Grantee Survey Program 70
USDA NAL Questionnaire 20909A0 067-20909A0 USDA NAL Questionnaire-20909
092 22002 Dept of ED OGA Grantee Questionnaire_CORE+GEAR UP-Partnerships(13) 092 22002 092 22002 Dept of ED OGA Grantee Questionnaire_CORE+GEAR UP-Partnerships(13)
Dept of Ed Grantee Survey Program 45 124-22002 Dept of Ed Grantee Survey Program 124
099 22002 Dept of ED OGA Grantee Questionnaire_CORE+Tribally Controlled Colleges and Universities(20) 099 22002 099 22002 Dept of ED OGA Grantee Questionnaire_CORE+Tribally Controlled Colleges and Universities(20)

  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 80,000 240,000 0 0 -160,000 0
Annual Time Burden (Hours) 16,000 48,000 0 0 -32,000 0
Annual Cost Burden (Dollars) 0 0 0 0 0 0
No
No

$4,080,926
Yes Part B of Supporting Statement
    No
    No
No
No
No
Uncollected
Jeffrey Parrillo 202 208-7072 jeffrey_parrillo@ios.doi.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.
05/31/2018


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