Federal Emergency Management Agency Programs Customer Satisfaction

OMB Control No: 1660-0145	ICR Reference No: 201710-1660-002
Status: Active	Previous ICR Reference No:
Agency/Subagency: DHS/FEMA	Agency Tracking No:
Title: Federal Emergency Management Agency Programs Customer Satisfaction
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 with change	Conclusion Date: 04/25/2019
Retrieve Notice of Action (NOA)	Date Received in OIRA: 11/27/2017
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	04/30/2022	36 Months From Approved
Responses	8,896	0	0
Time Burden (Hours)	5,548	0	0
Cost Burden (Dollars)	0	0	0

---

Abstract: Federal agencies are required to survey their customers to determine the kind and quality of services customers want and their level of satisfaction with those services. Analysis from the survey is used to measure FEMA's survivor-centric mission to improve customer service, simplicity, accessibility, and overall customer satisfaction of FEMA programs.

---

Authorizing Statute(s): EO: EO 13571 Name/Subject of EO: Streamlining Service Delivery and Improving Customer Service    EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 29911	06/30/2017
30-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 43032	09/13/2017
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 11

IC Title Form No. Form Name Transitional Shelter Assistance Survey- Phone FEMA Form 519-0-46 Phone Transitional Sheltering Assistance - Phone Survey Transitional Shelter Assistance Survey- Electron FEMA Form 419-0-47 Electronic Transitional Shelter Assistance Survey- Electronic Preparedness Survey - Electronic FEMA Form 519-0-45 Electronic Preparedness Survey- Electronic Preparedness Survey (Phone) FEMA Form 519-0-44 Phone Preparedness Survey (Phone) Shelter and Temporary Essential Power Survey- Phone FEMA Form 519-0-50 Phone Shelter and Temporary Essential Power Survey- Phone Shelter and Temporary Essential Power Survey- Electronic FEMA Form 519-0-51 Electronic Shelter and Temporary Essential Power Survey- Electronic Focus Group for 2 Hrs. Plus Travel 1 Hr. Temporary Housing Unit Survey- Phone FEMA Form 591-0-48 Phone Temporary Housing Unit Survey- Phone Temporary Housing Unit Survey- Electronic FEMA Form 519-0-49 Electronic Temporary Housing Unit Survey- Electronic One-on-One Interviews On-Line Interviews

---

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	8,896	0	0	8,896	0	0
Annual Time Burden (Hours)	5,548	0	0	5,548	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: This new collection of surveys replaces unexpired collection Federal Emergency Management Agency Individual Assistance Survivor Centric Customer Satisfaction Survey 1660-0129. The survey, which expires 2/28/2018, will be replaced with this new collection. Upon approval of this new collection, the current collection will be discontinued. The Customer Survey & Analysis Section (CSA), as part of Reporting & Analytics Division of the Recovery Directorate, will assist FEMA’s Individual Assistance Program by providing disaster survivor survey responses to use in measuring its ability to be accessible, simple, timely and effective in meeting the needs of survivors. These measures are used to insure the following: • FEMA's staff are responsive in addressing survivor's needs and provide caring customer service. • Information and guidance is available through electronic resources. • FEMA's dissemination of information and staff communication is clear and understandable for the survivors. • FEMA provides assistance in an appropriate amount of time that is not detrimental to the indicators above. • FEMA's assistance meets the need of the survivor to complete each program's intended mission.

---

Annual Cost to Federal Government: $716,338

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: Millicent Brown 202 646-2814 [email protected]

---

Common Form ICR:  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:
		(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: 11/27/2017

---