Screen Pop (Automated Telephone Application)

Forms and Documents

Document Name	Status
Addendum - 0790 (Final).docx Supplementary Document	2021-04-28
Supporting Statement - 0790 (Final).docx Supporting Statement A	2021-04-28

IC Document Collections

IC ID	Document Title	Status
198773	Screen Pop Other-Call flow	Modified

ICR Details

OMB Control No: 0960-0790	ICR Reference No: 202012-0960-013
Status: Received in OIRA	Previous ICR Reference No: 201706-0960-006
Agency/Subagency: SSA	Agency Tracking No:
Title: Screen Pop (Automated Telephone Application)
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 04/29/2021

	Requested	Previously Approved
Expiration Date	36 Months From Approved	05/31/2021
Responses	50,487,044	53,394,811
Time Burden (Hours)	841,451	889,914
Cost Burden (Dollars)	0	0

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Abstract: We established Screen Pop to speed up verification for the individuals mentioned above. Screen Pop asks callers that want to speak to an agent, on the National 800 Number Network (N8NN), to enter their Social Security Number (SSN) using their telephone keypad or speech technology. The automated Screen Pop application collects the SSN and routes it to the ‘Start New Call’ Customer Help and Information (CHIP) screen. Functionality for the Screen Pop application ends once the SSN connects to the CHIP screen, and the SSN routes to the agent’s screen. When the call connects to the N8NN agent, the agent can use the SSN to access the caller’s record as needed. This collection is not mandatory; there is a bypass mechanism in place so a caller can connect to an agent. The respondents are members of the public that call the N8NN and speak to an agent.

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Authorizing Statute(s): US Code: 42 USC 405 Name of Law: Social Security Act
  

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:
	86 FR 8246	02/04/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	86 FR 22510	04/28/2021
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
Screen Pop

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ICR Summary of Burden

	Total Request	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	50,487,044	53,394,811	0	0	-2,907,767	0
Annual Time Burden (Hours)	841,451	889,914	0	0	-48,463	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: When we last cleared this IC in 2018, the burden was 889,914 hours. However, we are currently reporting a burden of 841,450 hours. This change stems from a decrease in the number of responses from 53,394,811 to 50,487,044. There is no change to the burden time per response. Although the number of responses changed, SSA did not take any actions to cause this change. These figures represent current Management Information data.

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Annual Cost to Federal Government: $11,780,314

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

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.     Yes

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.     Yes

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: 04/29/2021

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