Customer Satisfaction Monitoring

Forms and Documents

Document Name	Status
Form G-201 Customer Assessment Survey Form and Instruction	New
3220-0192.supplement.doc Supporting Statement B	2016-06-28
3220-0192.doc Supporting Statement A	2016-06-28
RRB Rail Employers Customer Satisfaction Questionnaire (2015).docx Supplementary Document	2016-06-15
RRB News (09-15).pdf Supplementary Document	2016-06-15
IB-3 (10-11).pdf Supplementary Document	2013-04-29
ACSI Report (05-15).pdf Supplementary Document	2016-06-15

IC Document Collections

IC ID	Document Title	Status
222013	Customer Assessment Survey Form and Instruction	New

ICR Details

OMB Control No: 3220-0192	ICR Reference No: 201606-3220-006
Status: Historical Active	Previous ICR Reference No: 201304-3220-003
Agency/Subagency: RRB	Agency Tracking No:
Title: Customer Satisfaction Monitoring
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 12/12/2016
	Date Received in OIRA: 06/29/2016
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2019	36 Months From Approved	12/31/2016
Responses	1,620	0	1,750
Time Burden (Hours)	731	0	735
Cost Burden (Dollars)	0	0	0

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Abstract: The Railroad Retirement Board (RRB) utilizes voluntary customer surveys to ascertain customer satisfaction with the RRB in terms of timeliness, appropriateness, access, and other measures of quality service. Surveys involve individuals that are direct or indirect beneficiaries of RRB services as well as railroad employers who must report earnings.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Voluntary Customer Surveys
  

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 24905	04/27/2016
30-day Notice:	Federal Register Citation:	Citation Date:
	81 FR 42007	06/28/2016
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
Customer Assessment Survey	G-201	Customer Assessment 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	1,620	1,750	0	0	-130	0
Annual Time Burden (Hours)	731	735	0	0	-4	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: Due to enhanced record keeping capability which allows for a more precise count, we have decreased the total annual responses by 130, from 1,750 to 1,620 and decreased the burden time by 4,from 735 to 731. We have shown these decreases as an adjustment.

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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: 06/29/2016

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