OMB.report

Federal forms, ICRs, and supporting documents

Information Collection Request

Federal Emergency Management Agency (FEMA) Individual Assistance Customer Satisfaction Surveys

ICR 201005-1660-007 · OMB 1660-0036 · Historical Active

Forms and Documents
DocumentTypeStatusAvailability
PTA, FEMA-Individual Assistance, 20101223, priv final.pdf Supplementary Document Uploaded 2011-02-14 Repair queued
DHS-FEMA-008 Disaster Recovery Assistance Files 092409 SORN.pdf Supplementary Document Uploaded 2011-02-14 Repair queued
NARRATIVE OF CHANGES 1660-0036 Supporting Statement PART A.doc Supplementary Document Uploaded 2011-02-14 Repair queued
NARRATIVE OF CHANGES 1660-0036 Supporting Statement PART A.doc Supplementary Document Uploaded 2011-02-14 Repair queued
1660-0036 Customer Satisfaction Supporting Statement 2-14-11 PART B.doc Supporting Statement B Uploaded 2011-02-14 Available
1660-0036 Customer Satisfaction Supporting Statement 2-14-11 PART A.doc Supporting Statement A Uploaded 2011-02-14 Repair queued
1660-0036 Change Request Chart Disaster Assistance Satisfction Survey 11-3-10.doc Supplementary Document Uploaded 2010-11-24 Available
1660-0036 Change Request Chart Caller Services Helpline 10-26-10.doc Supplementary Document Uploaded 2010-11-24 Available
1660-0036 Change Request Chart Caller Services RI 10-26-10.doc Supplementary Document Uploaded 2010-11-10 Available
1660-0036 Change Request Chart Internet Inq 10-28-10.doc Supplementary Document Uploaded 2010-11-10 Available
1660-0036 Change Request Chart Internet Registration 11-3-10.doc Supplementary Document Uploaded 2010-11-10 Repair queued
NARRATIVE OF CHANGES 1660-0036 Supporting Statement PART A.doc Supplementary Document Uploaded 2011-02-14 Repair queued
GPRA, Exe Order, Memo.pdf Supplementary Document Uploaded 2010-10-13 Repair queued
30 Day PUBLISHED FRN 1660-0036.pdf Supplementary Document Uploaded 2010-10-13 Available
60 Day PUBLISHED FRN 1660-0036 7-14-10.pdf Supplementary Document Uploaded 2010-09-24 Repair queued
Executive Order 13411 Justification For Change.doc Justification for No Material/Nonsubstantive Change Uploaded 2009-02-03 Available
IC Document Collections
IC IDCollectionTypeStatusForm
195457 Caller Services Registration Survey Other-Telephone Survey New
194953 On-Line Interviews Other-Focus Group Guide Also Used for On-Line Interviews New
194952 One-on-One Interviews Other-Focus Group Guide Also Used for One-on-One Interviews New
194951 Travel to Focus Group Other-Focus Group Guide for which Travel is to New
194950 Focus Group Other-Focus Group Guide New
194947 Site Recertification Survey Other-Telephone Survey New
194940 Rapid Temporary Repair Survey Other-Telephone Survey New
194938 Evacuation Plan Satisfaction Survey Other-Telephone Survey New
194937 E-Communications Satisfaction Survey Other-Telephone Survey New
194936 Correspondence and Process Survey Other-Telephone Survey New
194935 Contact Survey Other-Telephone Survey New
194934 Communication and Process Survey Other-Telephone Survey New
194933 Disaster Recovery Center Survey Other-Telephone Survey New
194932 Direct Housing Operations Survey Other-Telephone Survey New
194930 Disability Access and Functional Needs Representative Survey Other-Telephone Survey New
194929 Caller Services Helpline Survey Other-Telephone Survey New
194843 Casework Representative Survey Other-Telephone Survey New
180795 Internet Inquiry Survey Other-Telephone Survey Modified
180793 Internet Registration Survey Other-Telephone Survey Modified
ICR Details
1660-0036 201005-1660-007
Historical Active 200901-1660-004
DHS/FEMA
Federal Emergency Management Agency (FEMA) Individual Assistance Customer Satisfaction Surveys
Revision of a currently approved collection   No
Regular
Approved with change 02/15/2011
Retrieve Notice of Action (NOA) 11/30/2010
  Inventory as of this Action Requested Previously Approved
02/28/2014 36 Months From Approved 02/28/2011
42,258 0 5,865
7,086 0 1,467
4,320 0 0
Federal agencies are required to survey their customers to determine the kind and quality of services customers want and their level of satisfaction with existing services. FEMA Managers use the survey results to measure program performance against standards for performance and customer service; measure achievement of the Government Performance and Results Act (GPRA) and strategic planning objectives; and generally gauge and make improvements to disaster services that increase customer satisfaction.
EO: EO 12862 Name/Subject of EO: SETTING CUSTOMER SERVICE STANDARDS
  
None
Not associated with rulemaking
  75 FR 40847 07/14/2010
75 FR 59732 09/28/2010
No
  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 42,258 5,865 0 36,393 0 0
Annual Time Burden (Hours) 7,086 1,467 0 5,619 0 0
Annual Cost Burden (Dollars) 4,320 0 0 4,320 0 0
Yes
Miscellaneous Actions
Yes
Miscellaneous Actions
Program Increases fall into these new categories: Disability Access and Functional Needs population: FEMA’s Strategic Plan emphasizes customer care for the Disability population. Measuring the customer care received will enhance the customer service. Direct Housing Operations population: FEMA provides temporary housing to disaster survivors and measuring their satisfaction during the different phases of living in the unit will enhance the customer service. Internet user’s population: The Disaster Assistance Improvement Plan required FEMA and other disaster aid providers to develop a portal for registering for all forms for disaster assistance. This website was new in January 2009 and this collection measures its customers’ satisfaction along with gathering suggestions for improvement and includes an increase in the number of responses to achieve validity. Disaster Recovery Center: Visitors to the centers satisfaction rate and suggestions to improve at the earliest onset of a disaster provide immediate support to the field operations for improving service. Casework Representatives: Measuring the customer service and success of an outbound call to the disaster survivor when explaining eligibility assists the applicant in their recovery process and provides opportunities for training. Prior collection activity was based on 23 disasters per year. The average of the last two years increased to 30 disasters.
$1,734,794
Yes Part B of Supporting Statement
Yes
No
No
No
Uncollected
Nicole Bouchet 202 646-2814 [email protected]
  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.
11/30/2010