Collection of Customer Service, Demographic and Smoking/Tobacco Use Information from NCI's Contact Center, Cancer Information Service (CIS) Clients (NCI)

Forms and Documents

Document Name	Status
Form 5 VA Follow Up Calls Form	New
Form 8 E-mail Clients Form	Modified
Form 7 LiveHelp Clients Form	Modified
Form 6 Customer Satisfaction Survey Form and Instruction	Removed
Form 6 VA Smoking Cessation Clients Call Backs Form	Modified
Form 4 Smoking Cessation Clients Demographic & Customer Satisfaction Questions Form	Modified
Form 3 Smoking Cessation Clients Smoking Cessation "Intake" Questions Form and Instruction	Modified
Form 2 Telephone Clients Demographic & Customer Satisfaction Questions Form and Instruction	Modified
Form 1 Telephone Clients Customer Service Form and Instruction	Modified
SSA CC 2018 FINAL.docx Supporting Statement A	2018-08-13
30day correction 2018-17344.pdf Supplementary Document	2018-08-13
30day FRN2018-16048.pdf Supplementary Document	2018-08-13
Appendix 10 ECRF with Screen Shots.docx Supplementary Document	2018-07-30
Appendix 8 CC Annual Data Report 2017.docx Supplementary Document	2018-07-30
Appendix 7 Confidentiality of Communications Policy.docx Supplementary Document	2018-07-30
Appendix 6 Office of Human Subject Research Not Applicable.docx Supplementary Document	2018-07-30
Appendix 5 Privacy Act Memo.docx Supplementary Document	2018-07-30
Appendix 4 Privacy Impact Assessment.docx Supplementary Document	2018-07-30
Appendix 3 Facebook.docx Supplementary Document	2018-07-30

IC Document Collections

IC ID	Document Title	Status
232457	VA Follow Up Calls Form	New
219416	E-mail Clients Form	Modified
219415	LiveHelp Clients Form	Modified
219414	Customer Satisfaction Survey Form and Instruction	Removed
219413	VA Smoking Cessation Clients Call Backs Form	Modified
219411	Smoking Cessation Clients Demographic & Customer Satisfaction Questions Form	Modified
219410	Smoking Cessation Clients Smoking Cessation "Intake" Questions Form and Instruction	Modified
219409	Telephone Clients Demographic & Customer Satisfaction Questions Form and Instruction	Modified
219408	Telephone Clients Customer Service Form and Instruction	Modified

ICR Details

OMB Control No: 0925-0208	ICR Reference No: 201807-0925-001
Status: Active	Previous ICR Reference No: 201512-0925-003
Agency/Subagency: HHS/NIH	Agency Tracking No:
Title: Collection of Customer Service, Demographic and Smoking/Tobacco Use Information from NCI's Contact Center, Cancer Information Service (CIS) Clients (NCI)
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: 11/09/2018
	Date Received in OIRA: 08/14/2018
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	11/30/2021	36 Months From Approved	04/30/2019
Responses	58,452	0	127,726
Time Burden (Hours)	1,865	0	3,387
Cost Burden (Dollars)	0	0	0

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Abstract: This is an information collection request for a revision for three years. NCI’s Contact Center, The Cancer Information Service (CIS), currently collects demographic, customer service and smoking cessation information from clients contacting CIS by telephone, email and through LiveHelp (an online instant messaging service). Information is collected in order to properly plan, implement, and evaluate cancer education efforts and to provide smoking cessation services tailored to the individual client’s needs. Since its inception in 1976, the CIS has handled more than 12 million calls from the public. The potential universe of Cancer Information Service (CIS) clients almost 252 million respondents based on the U.S. Census estimate for 2017 of adults estimated to be 18 years and older.

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Authorizing Statute(s): US Code: 42 USC 412 (285a-1) Name of Law: Public Health Service Act
   US Code: 42 USC 410 Name of Law: Public Health Service Act
  

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:
	83 FR 22275	05/14/2018
30-day Notice:	Federal Register Citation:	Citation Date:
	83 FR 35668	07/27/2018
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 8

IC Title	Form No.	Form Name
E-mail Clients	8	Email Intake Form on Cancer.gov
Telephone Clients Demographic & Customer Satisfaction Questions	2	Customer Service and Demographic Questions
VA Smoking Cessation Clients Call Backs	6	VA Smoking Cessation Call Backs
LiveHelp Clients	7	Live Help Questions
Telephone Clients Customer Service	1	Customer Service and Demographic Questions
Smoking Cessation Clients Smoking Cessation "Intake" Questions	3	SCIF with screen shots
Smoking Cessation Clients Demographic & Customer Satisfaction Questions	4	Smoking Cessation Clients Demographic & Customer Satisfaction Survey Questions
Customer Satisfaction Survey	6	Appendix 9 Customer Satisfaction Survey Questions
VA Follow Up Calls	5	VA Follow Up Calls

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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	58,452	127,726	0	-69,274	0	0
Annual Time Burden (Hours)	1,865	3,387	0	-1,522	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: There are a few adjustments to this information collection. Overall, it is estimated there will be a marked decrease in burden, primarily due to the changing landscape of NCI communications practices.

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Annual Cost to Federal Government: $129,280

Does this IC contain surveys, censuses, or employ statistical methods? No

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     Yes

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     Yes

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: 08/14/2018

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