IRS Customer Satisfaction Surveys

OMB Control No: 1545-2250	ICR Reference No: 201612-1545-015
Status: Historical Active	Previous ICR Reference No: 201305-1545-031
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: IRS Customer Satisfaction Surveys
Type of Information Collection: Reinstatement with change of a previously approved collection	Common Form ICR:  No
Type of Review Request: Emergency	Approval Requested By: 01/31/2017
OIRA Conclusion Action: Approved without change	Conclusion Date: 12/21/2017
Retrieve Notice of Action (NOA)	Date Received in OIRA: 01/23/2017
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	06/30/2018	6 Months From Approved
Responses	570,000	0	0
Time Burden (Hours)	35,550	0	0
Cost Burden (Dollars)	0	0	0

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Abstract: This is a new clearance request for a number of customer satisfaction surveys to be conducted over the next three years. Surveys conducted under this 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. 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.

Emergency Justfication: This collection pertains to the upcoming tax year 2016 filing season. Emergency reinstatement is requested so that a lapse in approval will not impact the ability of respondents to file necessary tax-related forms with the IRS and comply with income tax laws and regulations. The usage of normal clearance procedures would create confusion for potential respondents and negatively affect both them and the IRS if timely submissions cannot be made. IRS requests approval for six months, during which time a full extension request will be finalized and submitted to OMB.

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Authorizing Statute(s): PL: Pub.L. 105 - 206 112 Name of Law: Internal Revenue Service Reform and Restructuring Act of 1998

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:
	81 FR 60407	09/01/2016
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 1

IC Title Form No. Form Name W&I:CAS, Toll-free W&I:Compliance, ACS Support LBI, Compliance Assurance Process SB/SE, Automated Collection System W&I, AUR/IVR W&I:R&A, Taxpayer experience survey SB/SE, Estate and Gift Tax Examination TE/GE, Employee Plans Examinations W&I, Individual Taxpayer W&I:CAS, TE/GE Toll-free SB/SE, Automated Underreporter Toll-free SB/SE, Collection TE/GE, Exempt Organization Determination W&I:Compliance, Automated Under Reporter SB/SE, Compliance Center Exam 2017-2020 IRS Customer Satisfaction Surveys W&I, CSCO TE/GE, Exempt Organizations Examinations TAS, TAS closed cases W&I, Business Taxpayer W&I, Field Assistance W&I:CAS, Practitioner Priority Service W&I:Compliance, Compliance SB/SE, Field Examination SB/SE, Employment Tax Examination W&I:Compliance, Innocent Spouse W&I:CAS, E-Help TE/GE, Employee Plans Determinations W&I:Compliance, Compliance Center Examination LBI, Industry and Coordinated Industry Examinations W&I, Tax Forms and Publications W&I, SPEC Partner W&I:CAS, Injured Spouse W&I:Compliance, Automated Collection System W&I:Compliance, Compliance Center Examination Toll-free Appeals, Appeals contacts, cases closed. LBI, Foreign Resident Compliance Examinations SB/SE, Automated Underreported SB/SE, Compliance Center Exam Toll-free TE/GE, Federal, State & Local Governments Examination W&I, Tax Preparer SB/SE, Compliance Services Collection Operation SB/SE, Excise Tax Examination W&I, Adjustments

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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	570,000	0	0	1,608	0	568,392
Annual Time Burden (Hours)	35,550	0	0	605	0	34,945
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: Cutting Redundancy

Short Statement: The 2013-2016 surveys and their associated burden have been removed. New 2017-2020 surveys have been added. The survey originators have requested 35,550 burden hours for completion of these surveys. It is estimated that roughly the same amount of respondents will be surveyed per year.

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Annual Cost to Federal Government: $2,000,000

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

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: 01/23/2017

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