Collection of Qualitative Feedback on Agency Service Delivery

Forms and Documents

Document Name	Status
Summary Responsive Payments Formative.doc Supplementary Document	2017-05-01
Follow-Up IRS2GO Validation Usability.doc Supplementary Document	2017-05-01
Follow-Up Summary Report IRS2GO v5 User Experience Study.doc Supplementary Document	2017-05-01
Follow-Up Summary Report eAuthentication Usability Study.doc Supplementary Document	2017-04-28
Summary Report Direct pay Usability Testing.doc Supplementary Document	2017-04-28
Cancelled Study IRS Authorizations Prototype - Usability Testing.doc Supplementary Document	2017-04-28
Draft Generic Clearance Submission Template.docx Supplementary Document	2014-05-30
Supporting Statement (Part B).docx Supporting Statement B	2017-04-28
2017-05-30 SS 1545-2256r.docx Supporting Statement A	2017-05-30

IC Document Collections

IC ID	Document Title	Status
242287	CP14IA Notice Survey Other-Recruiting Screener	New
237549	Online Account Payments Survey Other-Survey	New
237264	IRS OLS TDC-ON Taxpayer Attitudes Survey Other-Survey and Screen Shots	New
237035	Gig Economy Other-Draft Focus Group	New
236858	IRS OLS Nationwide Tax Forum Online Services Feedback Other-Moderator Guide - Chat	New
235590	TEGE Part of Our Website Study Other-Sample Study	New
234939	IRS.gov Customer Needs Other-Survey group	New
234528	Revised Form W4 Usability Other-survey	New
233932	Digital Notices Other-Survey Guide	New
233846	IRS OLS Mobile Device Attitudes Survey Other-Survey-Screen shots	New
233611	OLS Online Chat Attitudes Survey Other-Survey	New
233475	Account Filing Security (AFS) Research Plan Other-Survey	New
233166	Secure Access Usability Study Other-Survey	New
233150	Component Library Usability Study Other-Survey	New
232517	IRS OLS Payments Nomenclature Feedback Taxpayer Survey Other-Survey	New
227891	Tax Record for Account Study Other-Survey	New
227890	Encouraging Balance Repayment Other-Interview Script	New
227367	Exempt Organizations Card Sorting Study Other-Survey	New

ICR Details

OMB Control No: 1545-2256	ICR Reference No: 201704-1545-039
Status: Historical Active	Previous ICR Reference No: 201402-1545-004
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: Collection of Qualitative Feedback on Agency Service Delivery
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: 06/30/2017
	Date Received in OIRA: 05/30/2017
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	06/30/2020	36 Months From Approved	06/30/2017
Responses	24,636	0	3,000,150
Time Burden (Hours)	10,000	0	800,040
Cost Burden (Dollars)	80,560	0	1,000,000

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Abstract: This collection of information is necessary to enable 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 our customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the Agency's programs.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: SETTING CUSTOMER SERVICE STANDARDS
   EO: EO 13571 Name/Subject of EO: Streamlining Service Delivery and Improving Customer Service
  

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:
	82 FR 3383	01/11/2017
30-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 23488	05/22/2017
Did the Agency receive public comments on this ICR? Yes

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Number of Information Collection (IC) in this ICR: 18

IC Title	Form No.	Form Name
OLS Online Chat Attitudes Survey
IRS OLS Mobile Device Attitudes Survey
Revised Form W4 Usability
TEGE Part of Our Website Study
IRS OLS Payments Nomenclature Feedback Taxpayer Survey
Account Filing Security (AFS) Research Plan
CP14IA Notice Survey
Exempt Organizations Card Sorting Study
Digital Notices
Gig Economy
IRS OLS TDC-ON Taxpayer Attitudes Survey
IRS OLS Nationwide Tax Forum Online Services Feedback
Tax Record for Account Study
Encouraging Balance Repayment
Secure Access Usability Study
Online Account Payments Survey
Component Library Usability Study
IRS.gov Customer Needs

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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	24,636	3,000,150	0	0	-2,975,514	0
Annual Time Burden (Hours)	10,000	800,040	0	0	-790,040	0
Annual Cost Burden (Dollars)	80,560	1,000,000	0	0	-919,440	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: There is a reduction in the burden previously approved by OMB to reflect an updated agency estimate that is more representative of the likely usage of this collection based on experience from the previous three years.

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Annual Cost to Federal Government: $80,560

Does this IC contain surveys, censuses, or employ statistical methods? No

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: 05/30/2017

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