Collection of Qualitative Feedback on Agency Service Delivery

Forms and Documents

Document Name	Status
OLS Supporting Statement (Part B).docx Supporting Statement B	2020-05-28
updated 06-23 SpptStmnt 1545-2256sc_rev..docx Supporting Statement A	2020-06-23

IC Document Collections

IC ID	Document Title	Status
243705	Credential Service Provider Usability Research for Low Income Population Other-Survey	New
237549	Online Account Payments Survey Other-Survey	Removed
237264	IRS OLS TDC-ON Taxpayer Attitudes Survey Other-Survey and Screen Shots	Removed
237035	Gig Economy Other-Draft Focus Group	Removed
236858	IRS OLS Nationwide Tax Forum Online Services Feedback Other-Moderator Guide - Chat	Removed
235590	TEGE Part of Our Website Study Other-Sample Study	Removed
234939	IRS.gov Customer Needs Other-Survey group	Removed
234528	Revised Form W4 Usability Other-survey	Removed
233932	Digital Notices Other-Survey Guide	Removed
233846	IRS OLS Mobile Device Attitudes Survey Other-Survey	Removed
233611	OLS Online Chat Attitudes Survey Other-Survey - Screen shots	Removed
233475	Account Filing Security (AFS) Research Plan Other-Survey	Removed
233166	Secure Access Usability Study Other-Survey	Removed
233150	Component Library Usability Study Other-Survey	Removed
232517	IRS OLS Payments Nomenclature Feedback Taxpayer Survey Other-Survey	Removed
227891	Tax Record for Account Study Other-Survey	Removed
227890	Encouraging Balance Repayment Other-Interview Script	Removed
227367	Exempt Organizations Card Sorting Study Other-Survey	Removed

ICR Details

OMB Control No: 1545-2256	ICR Reference No: 202003-1545-011
Status: Active	Previous ICR Reference No: 201704-1545-039
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: 08/18/2020
	Date Received in OIRA: 06/29/2020
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	08/31/2023	36 Months From Approved	08/31/2020
Responses	24,636	0	24,636
Time Burden (Hours)	10,000	0	10,000
Cost Burden (Dollars)	0	0	80,560

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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:
	85 FR 18330	04/01/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 39040	06/29/2020
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
IRS OLS Nationwide Tax Forum Online Services Feedback
IRS OLS Mobile Device Attitudes Survey
Encouraging Balance Repayment
IRS OLS TDC-ON Taxpayer Attitudes Survey
Account Filing Security (AFS) Research Plan
Tax Record for Account Study
Component Library Usability Study
Revised Form W4 Usability
Secure Access Usability Study
IRS OLS Payments Nomenclature Feedback Taxpayer Survey
Credential Service Provider Usability Research for Low Income Population
TEGE Part of Our Website Study
Digital Notices
Gig Economy
OLS Online Chat Attitudes Survey
Online Account Payments Survey
IRS.gov Customer Needs
Exempt Organizations Card Sorting Study

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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	24,636	0	0	0	0
Annual Time Burden (Hours)	10,000	10,000	0	0	0	0
Annual Cost Burden (Dollars)	0	80,560	0	-80,560	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: $80,560

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? No

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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: 06/29/2020

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