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
FORWARD - Appendix B CS OMB Consolidated Follow-up Rpt for ICRS Conducted 2015-2018.doc Justification for No Material/Nonsubstantive Change	2019-04-25
1545-1432 Supporting Statement B 2019-08-16.docx Supporting Statement B	2019-08-26
1545-1432 Supporting Statement A 2019-08-16.docx Supporting Statement A	2019-08-26

IC Document Collections

IC ID	Document Title	Status
244346	CS-20-517 TAS Customer Survey Other-Attachment	New
243901	CS-20-516 Enrolled Agent Special Enrollment Examination Other-Attachment	New
242955	CS-20-515 Tax Stats Website Customer Survey Other-Attachment	New
242506	CS-20-513 OCPO Industry Partners Survey 2020 Other-Attachment	New
241104	CS-20-512 LBI Customer Satisfaction Survey Other-Attachment	New
241102	CS-20-511 CEEN Customer Satisfaction Survey Other-Attachment	New
239697	CS-20-510 Private Collection Agency (PCA) Survey Other-Attachment	New
239175	CS-19-509 TAS Customer Satisfaction Mail Survey Other-Attachment	New
238215	CS-19-508 Enrolled Agent Special Enrollment Examination Other-Attachment	New
237775	CS-19-507 Chief Counsel Pro Bono Day Event Monitoring Other-Attachment	New
237675	CS-19-505 Customer Satisfaction Evaluation for Users of IRS GLDS Products and Services Other-Attachment	New
237674	CS-19-504 Customer Satisfaction Evaluation for Primary Agency Liaisons Other-Attachment	New
237673	CS-19-503 Customer Satisfaction Evaluation for Data Services Customers Other-Attachment	New
237607	CS-19-506 Indian Tribal Government (ITG) and Tax Exempt Bonds (TEB) Customer Satisfaction Survey Other-Attachment	New
237583	CS-19-501 Appeals Customer Satisfaction Other-Attachment	New

ICR Details

OMB Control No: 1545-1432	ICR Reference No: 201904-1545-013
Status: Active	Previous ICR Reference No: 201602-1545-033
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 with change	Conclusion Date: 08/28/2019
	Date Received in OIRA: 05/31/2019
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	08/31/2022	36 Months From Approved	08/31/2019
Responses	100,000	0	100,000
Time Burden (Hours)	30,000	0	40,000
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:
	84 FR 10896	03/22/2019
30-day Notice:	Federal Register Citation:	Citation Date:
	84 FR 25122	05/30/2019
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 15

IC Title	Form No.	Form Name
CS-19-509 TAS Customer Satisfaction Mail Survey
CS-20-512 LBI Customer Satisfaction Survey
CS-19-501 Appeals Customer Satisfaction
CS-20-516 Enrolled Agent Special Enrollment Examination
CS-20-515 Tax Stats Website Customer Survey
CS-20-513 OCPO Industry Partners Survey 2020
CS-20-511 CEEN Customer Satisfaction Survey
CS-19-504 Customer Satisfaction Evaluation for Primary Agency Liaisons
CS-19-506 Indian Tribal Government (ITG) and Tax Exempt Bonds (TEB) Customer Satisfaction Survey
CS-19-503 Customer Satisfaction Evaluation for Data Services Customers
CS-19-505 Customer Satisfaction Evaluation for Users of IRS GLDS Products and Services
CS-19-508 Enrolled Agent Special Enrollment Examination
CS-19-507 Chief Counsel Pro Bono Day Event Monitoring
CS-20-510 Private Collection Agency (PCA) Survey
CS-20-517 TAS Customer 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	100,000	0	0	0	0
Annual Time Burden (Hours)	30,000	40,000	0	0	-10,000	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:

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Annual Cost to Federal Government: $807,354

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

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.     No

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.     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: 05/31/2019

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