Customer Satisfaction with the FHA Resource Center Survey

Forms and Documents

Document Name	Status
Supporting Statement B - Satis Survey.doc Supporting Statement B	2012-05-01
FR-5603-N-30 SF Customer Satisfaction Survey.pdf Supplementary Document	2012-04-26
Emergency Letter Resource Center Survey.PDF Supplementary Document	2012-04-26
Supporting Statement A 2 - Satis Survey.doc Supporting Statement A	2012-04-26

IC Document Collections

IC ID	Document Title	Status
202090	Resource Center Customer Satisfaction Survey Other-Survey	New

ICR Details

OMB Control No: 2502-0603	ICR Reference No: 201204-2502-012
Status: Historical Active	Previous ICR Reference No:
Agency/Subagency: HUD/OH	Agency Tracking No:
Title: Customer Satisfaction with the FHA Resource Center Survey
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Emergency	Approval Requested By: 05/07/2012
OIRA Conclusion Action: Approved without change	Conclusion Date: 07/26/2012
	Date Received in OIRA: 05/03/2012
Terms of Clearance: Pursuant to OMB Emergency Processing, 44 USC 3507, cleared for a period of 180 days.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	01/31/2013	6 Months From Approved
Responses	7,895	0	0
Time Burden (Hours)	395	0	0
Cost Burden (Dollars)	0	0	0

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Abstract: This is a customer satisfaction survey of HUD's clients utilizing the national FHA contact center (FHA Resource Center). The primary focus of the survey is to assess customer satisfaction with their interactions with their interactions with the FHA Resource Center.

Emergency Justfication: Public clients rely on the accuracy and timeliness of Resource Center responses to make critical decisions related to home purchases, foreclosure prevention, and program eligibility. Business partner clients relay on the Resource Center’s accuracy and timeliness to make decisions on FHA underwriting criteria, borrower eligibility, property status, and other critical items in order to determine whether they are clear to make loan commitments on behalf of the agency. All of the Department’s quality assurance efforts are ultimately designed to protect the FHA Insurance Funds against financial harm. The survey is part of the Department’s effort to ensure that lending institutions are provided information necessary to make correct and sound decisions prior to the commitment of FHA mortgage insurance.

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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
30-day Notice:	Federal Register Citation:	Citation Date:
	77 FR 24509	04/24/2012
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
Resource Center Customer Satisfaction Survey

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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	7,895	0	0	0	7,895	0
Annual Time Burden (Hours)	395	0	0	0	395	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement:

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Annual Cost to Federal Government: $0

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

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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: 05/03/2012

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