IRS Customer Satisfaction Surveys

OMB Control No: 1545-2250	ICR Reference No: 201305-1545-031
Status: Historical Active	Previous ICR Reference No:
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: IRS Customer Satisfaction Surveys
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 12/06/2013
Retrieve Notice of Action (NOA)	Date Received in OIRA: 10/17/2013
Terms of Clearance: Treasury is reminded that if it would like to provide incentives for surveys beyond the stated $40 amount, it will first seek OMB's approval for this increase and subsquently revise this collection accordingly.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2016	36 Months From Approved
Responses	568,392	0	0
Time Burden (Hours)	34,945	0	0
Cost Burden (Dollars)	0	0	0

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Abstract: The IRS is requesting approval to conduct 41 specific customer satisfaction and opinion surveys, which will allow us to continue to use a data-driven approach to understanding customer satisfaction at the Internal Revenue Service (IRS). Collecting, analyzing, and using customer opinion data is a vital component of IRS's Balanced Measures Approach, as mandated by Internal Revenue Service Reform and Restructuring Act of 1998 and Executive Order 12862.

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Authorizing Statute(s): None

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:
	78 FR 3499	01/16/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	78 FR 57682	09/19/2013
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 43

IC Title Form No. Form Name W&I, SPEC Partner W&I, Adjustments SB/SE, Automated Collection System SB/SE, Collection W&I:Compliance, Compliance Center Examination W&I:Compliance, Compliance W&I:Compliance, Innocent Spouse W&I:R&A, Taxpayer experience survey W&I, AUR/IVR LBI, Industry and Coordinated Industry Examinations LBI, Compliance Assurance Process LBI, Foreign Resident Compliance Examinations SB/SE, Automated Underreported SB/SE, Compliance Center Exam Toll-free SB/SE, Compliance Services Collection Operation SB/SE, Employment Tax Examination SB/SE, Excise Tax Examination TE/GE, Employee Plans Examinations TE/GE, Federal, State & Local Governments Examination W&I:CAS, E-Help W&I:CAS, Injured Spouse W&I:CAS, Practitioner Priority Service W&I:CAS, Toll-free W&I:CAS, TE/GE Toll-free W&I:Compliance, Automated Collection System Appeals, Appeals contacts, cases closed. SB/SE, Automated Underreporter Toll-free SB/SE, Compliance Center Exam SB/SE, Field Examination SB/SE, Estate and Gift Tax Examination TE/GE, Exempt Organizations Examinations TE/GE, Exempt Organization Determination TE/GE, Employee Plans Determinations TAS, TAS closed cases W&I:Compliance, ACS Support W&I:Compliance, Automated Under Reporter W&I, Individual Taxpayer W&I, Business Taxpayer W&I, Tax Preparer W&I, Tax Forms and Publications W&I, Field Assistance W&I:Compliance, Compliance Center Examination Toll-free W&I, CSCO

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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	568,392	0	0	568,392	0	0
Annual Time Burden (Hours)	34,945	0	0	34,945	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: No

Burden Reduction Due to:

Short Statement: IRS is requesting a three-year approval to conduct specific customer satisfaction and opinion surveys, which will allow the agency to continue to use a data-driven approach to understanding customer satisfaction at the Internal Revenue Service (IRS). Collecting, analyzing, and using customer opinion data is a vital component of IRS's Balanced Measures Approach, as mandated by Internal Revenue Service Reform and Restructuring Act of 1998 and Executive Order 12862. These surveys have been originally approved under the 1545-1432 OMB approval number. This new grouping of surveys will result in a lowering of the burden potentially associated with the 1545-1432 approval number and an increase of 34,945 hours and 568,392 estimated annual responses, for this new approval number.

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Annual Cost to Federal Government: $18,881,631

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

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? 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

Agency Contact: Michelle Sloan 202 874-0683 [email protected]

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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: 10/17/2013

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