Agency clarified its use of the information collected. Agency also updated the burden tables.
Inventory as of this Action
Requested
Previously Approved
09/30/2020
36 Months From Approved
06/30/2018
7,604
0
12,749
2,093
0
4,342
11,664
0
0
This collection of information enables the Agency to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the Agency's programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning of issues with service, or focus attention on areas where communication, training or changes in operations might improve delivery of products or services. These collections will allow for ongoing, collaborative and actionable communications between the Agency and its customers and stakeholders. It will also allow feedback to contribute directly to the improvement of program management.
EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
The previously approved collection was composed of one Public Assistance Customer Satisfaction Survey that was administered a variety of methods (telephone, internet, fillable forms, mail, or fax). We were not able to administer the survey via a web link due to technical limitations. The software upgrade that enabled online administration outside the firewall was delayed. The survey software will be operational before the revised collection is approved, so the internet forms are included in the updated collection.
The revised collection has the same purpose and assesses the same subject matter, but we have streamlined the process to reduce response burden and improve data validity. The updated collection is split into two short surveys with fewer overall questions. Instead of treating each disaster as a universe, we will survey on a monthly basis. The new sampling method will allow for easier respondent recall.
Total Program Decrease to Burden Hours = 2,293 (current) â 4,341 (previous) = (-2,048 hours)
The overall burden change for the Public Assistance Surveys is a program decrease. Previous universe estimations were based on years with extremely high disaster activity, whereas the current estimations are based on more variable data (years with high and low activity). Additionally, the current collection assumes a 70% response rate based on the current response rate and calculates burden hours accordingly, whereas the previous collection calculated burden hours for the entire universe. The number and length of questions have also decreased, even with the current collection having an additional survey. The universe of respondents was 12,740 in the previous collection. The current collection has a universe of 5,626 respondents, with some of those respondents being surveyed at two different time points.
15a) Change in Annual Hour Burden by Instrument:
⢠PA Initial (Phone) is a new survey measure the previous collection did not have, with an increase in annual burden hours of:
o 316 hours currently - 0 hours previously = (+316 hours).
o Program increase due to new form.
⢠PA Initial (Internet) is a new survey measure the previous collection did not have, with an increase in annual burden hours of:
o 53 hours currently - 0 hours previously = (+53 hours).
o Program increase due to new form.
⢠PA Assessment (Phone) replaces Public Assistance Customer Satisfaction Survey (Phone), with a change in annual burden hours of:
o 372 hours currently - 2,600 hours previously = (- 2,228 hours).
o Program decrease due to smaller samples, fewer and shorter questions, and less frequent sampling.
⢠PA Assessment (Internet) replaces Public Assistance Customer Satisfaction Survey (Web), with a change in annual burden hours of:
o 72 hours currently - 413 hours previously = (-341 hours).
o Program decrease due to smaller samples, fewer and shorter questions, and less frequent sampling.
⢠The following methods will be discontinued in the new collection (Program decrease due to rarely used; online and telephone methods should be adequate):
o Online Fillable: (-206 burden hours)
o Fax: (-21 burden hours)
o Mail: (-21 burden hours)
⢠For qualitative interviews, annual burden hours are:
o 1480 hours currently - 1080 hours previously = (+ 400 hours)
o Program increase due to increases in types of information to be gathered. Public Assistance is currently revamping their program. The Public Assistance process is constantly evolving, and qualitative interviews add much needed flexibility when it comes to gaining insights into customer satisfaction with specific changes that arenât captured in the surveys. Interviews are useful because it is sometimes difficult to gather enough respondents in a concentrated area to conduct Public Assistance Focus Groups.
o Breakdown: Focus Groups: 1,080 currently - 1080 previously = (same).
Interviews: 400 currently - 0 previously = (+400 hours).
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.
Interviews