Customer Satisfaction Information Collections for the period 2025-2028

Forms and Documents

Document Name	Status
Appendix B-BU CS OMB Consolidated Follow-up Summary Rpt 2021-2024.docx Supplementary Document	2024-11-15
Appendix A - BU Burden and Cost - 1-21-2025.pdf Supplementary Document	2025-01-21
DESCRIPTIONS-1-21-2024.docx Supplementary Document	2025-01-21
Supporting Statement (Part B) - Customer Satisfaction Surveys - 1545-2250-MS.docx Supporting Statement B	2025-01-08
Supporting Statement - Customer Satisfaction Surveys_1545-2250- 1-21-2025.docx Supporting Statement A	2025-01-21

IC Document Collections

IC ID	Document Title	Status
224956	2025-2028 IRS Customer Satisfaction Surveys Other-survey	Modified

ICR Details

OMB Control No: 1545-2250	ICR Reference No: 202410-1545-009
Status: Received in OIRA	Previous ICR Reference No: 202106-1545-008
Agency/Subagency: TREAS/IRS	Agency Tracking No:
Title: Customer Satisfaction Information Collections for the period 2025-2028
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 01/29/2025

	Requested	Previously Approved
Expiration Date	36 Months From Approved	01/31/2025
Responses	118,000	135,000
Time Burden (Hours)	13,913	20,000
Cost Burden (Dollars)	0	0

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Abstract: Surveys conducted under this clearance are used by the Internal Revenue Service to determine levels of customer satisfaction as well as determining issues that contribute to customer burden. This information will be used to make quality improvements to products and services. Collecting, analyzing, and using customer opinion data is a vital component of IRS's Balanced Measures Approach, as mandated by Internal Revenue Service Reform and Restructuring Act of 1998 and Executive Order 12862.

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Authorizing Statute(s): PL: Pub.L. 105 - 206 1002 Name of Law: Internal Revenue Service Reform and Restructuring Act of 1998
   EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	89 FR 66506	08/15/2024
30-day Notice:	Federal Register Citation:	Citation Date:
	90 FR 8323	01/28/2025
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
2025-2028 IRS Customer Satisfaction Surveys

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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	118,000	135,000	0	-17,000	0	0
Annual Time Burden (Hours)	13,913	20,000	0	-6,087	0	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: There are changes in burden to remove, from this OMB approval, surveys that will no longer be used and surveys that have been moved to OMB #1545-1432. It is estimated that 13,913 burden hours will be used annually. The revision to remove the surveys from 1545-2250 decreases the burden hours by -6,087 due to Agency Discretion.

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Annual Cost to Federal Government: $2,193,835

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: 01/29/2025

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