Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan

Forms and Documents

Document Name	Status
Research and Evaluation - Education Policy Changes survey and phone interviews Form and Instruction	New
FAFSA on the Web Survey (FOTW) Form and Instruction	New
Potential Adult Student On-line Survey Form and Instruction	New
Video Testing Online Survey 2016 Form and Instruction	New
Ease of Doing Business with FSA - School Partners Survey Form and Instruction	New
Potential Adult Student Focus Group Research Form	New
Train the Trainer Survey Form and Instruction	New
Peer Survey Form and Instruction	New
FOTW Survey 2016 Form and Instruction	New
Borrower In-Grace Survey Form and Instruction	Unchanged
FSA Borrower in Income-Driven Repayment Plans Customer Satisfaction Survey Form and Instruction	Unchanged
Content Delivery Research Online Survey Form and Instruction	Unchanged
MSURSD Outreach Event Survey Form and Instruction	Unchanged
Form 1845-0045 Pell Grant Experiments School Satisfaction Survey Form	Unchanged
Signed change worksheet.pdf Justification for No Material/Nonsubstantive Change	2015-10-07
suppstatptB.1845_0045 rev 2013.docx Supporting Statement B	2013-04-08
30D_FRN_1845-0045.pdf Supplementary Document	2013-06-25
60D_FRN_1845-0045.pdf Supplementary Document	2013-04-12
suppstatptA _1845_0045_rev_2013_for_30days_June_2013with new numbers (3)[1].docx Supporting Statement A	2013-06-27

IC Document Collections

IC ID	Document Title	Status
222510	Research and Evaluation - Education Policy Changes survey and phone interviews Form and Instruction	New
222481	Ombudsman Survey Other-Survey	New
222480	Experimental Sites Initiative (ESI) Experiment #6 Survey Other-Survey	New
222479	Experimental Sites Initiative (ESI) Experiment #5 Survey Other-Survey	New
222473	Experimental Sites Initiative (ESI) Experiment #4 Survey Other-Survey	New
222472	Experimental Sites Initiative (ESI) Experiment #3 Survey Other-Survey	New
222470	Quality Assurance (QA) Program Close Out Survey Other-QA Survey	New
222461	FAFSA on the Web Survey (FOTW) Form and Instruction	New
221902	Potential Adult Student On-line Survey Form and Instruction	New
221603	Salesforce Contact Information Survey Other-survey	New
221152	Video Testing Online Survey 2016 Form and Instruction	New
221057	2016 Borrower In School Survey Other-2016 Borrower In School Survey	New
220721	Ease of Doing Business with FSA - School Partners Survey Form and Instruction	New
220700	Borrower in Delinquency Survey Other-2016 Borrower in Delinquency Questionnaire	New
220697	Borrower in Default Surveys Other-2016 Borrower in Default Survey Questionnaire	New
220235	MSURSD Financial Literacy Focus Group Instruction	New
219652	Potential Adult Student Focus Group Research Form	New
219593	Train the Trainer Survey Form and Instruction	New
219587	MSURSD Risk Management Survey Other-MSURSD Risk Management Survey January 2016	New
219347	Federal Student Aid Information Center (FSAIC) Customer Satisfaction Survey Other-Chat Survey	New
219256	Peer Survey Form and Instruction	New
219182	Video Research Focus Group Research Instruction	New
219003	FOTW Survey 2016 Form and Instruction	New
218922	Homepage Redesign Focus Group Research Other-Homepage Redesign FG Participant Screener - Borrowers in R	New
218906	Data Collection for PEP Phase III Reports (Focus Groups) Other-recruitment	New
218843	Repayment Direct Customer Survey Other-customer survey	New
218838	Gainful Employment Focus Groups - Students, For Profit and Public Institutions Other-Student screener	New
218583	FSA Servicer Survey Questionnaire - Borrowers Other-Borrowers Survey Questionnaire	New
218233	Direct Customer Survey Other-Survey for Direct Customer	Unchanged
217901	Financial Aid Toolkit Page Feedback Tile Other-Screen shot sample page with Page Feedback Tile	Unchanged
216682	Partner Reporting/Feedback Other-Suggested Partner Reporting Survey FINAL	Unchanged
216626	Borrower In-Grace Survey Form and Instruction	Unchanged
216281	Borrower In-School Survey Other-FSA 2015 In-School Financial Aid Satisfaction Survey	Unchanged
216110	2015 FAFSA on the Web Survey Other-2015 FOTW Survey	Unchanged
215885	Generation Z On-Line Survey Other-Generation Z Research Online Survey	Unchanged
215830	FSA Borrower in Income-Driven Repayment Plans Customer Satisfaction Survey Form and Instruction	Unchanged
215508	Content Delivery Research Online Survey Form and Instruction	Unchanged
214807	Data Collection for PEP Participant Phase II Report Other-Financial Aid Director and Staff Focus Group Protocol	Unchanged
214753	Generation Z In-person Focus Group Instruction	Unchanged
214119	Content Delivery In-Person Focus Group Other-Content Delivery Focus Group Discussion Guide	Unchanged
213983	MSURSD Outreach Event Survey Form and Instruction	Unchanged
213682	Multimedia Research On-line Survey Other-Multimedia Research Online Survey	Unchanged
213378	FSA Video Focus Groups Other-Moderators Guide	Unchanged
213019	Website Usability Study Interview Instruction	Unchanged
212725	Data Collection for PEP Participant Baseline Report Other-Telephone Survey	Unchanged
212589	PEP Baseline Report Follow-Up Interviews Other-Finalcial Literacy Training	Unchanged
212449	Borrower Message Testing Online Survey Other-On-line survey	Unchanged
212398	Ombudsman Survey Other-Web-based Survey	Unchanged
212288	Financial Aid Toolkit survey Other-Survey	Unchanged
212170	Multimedia Testing Focus Group (videos and infographics) Instruction	Unchanged
211109	Borrower Message Testing Other-Internet Survey	Unchanged
210244	Financial Aid Toolkit Website Evaluation Online Survey and Online Focus Group Other-Survey	Unchanged
210121	Data Collection for PEP Participant Baseline Report Other-Focus Group Questionaire	Unchanged
210049	Borrowers in Delinquency/Default Surveys Other-Survey	Unchanged
209540	Leadership and Management Seminar Audience Expansion and Content/Delivery Approach Update Survey Other-Survey	Unchanged
209534	Financial Aid Toolkit Website Survey Other-Electronic survey	Unchanged
209517	2013 FSA Training Conference Overall Evaluation Other-Survey	Unchanged
209266	School Partners Survey Other-Survey	Unchanged
208334	Pell Grant Experiments School Satisfaction Survey Form	Unchanged
207581	Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan Other-ICs List	Unchanged

ICR Details

OMB Control No: 1845-0045	ICR Reference No: 201510-1845-012
Status: Historical Active	Previous ICR Reference No: 201306-1845-004
Agency/Subagency: ED/FSA	Agency Tracking No:
Title: Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 10/15/2015
	Date Received in OIRA: 10/07/2015
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	08/31/2016	08/31/2016	08/31/2016
Responses	200,000	0	105,300
Time Burden (Hours)	45,000	0	24,458
Cost Burden (Dollars)	0	0	0

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Abstract: The Higher Education Amendments of 1998 established Federal Student Aid (FSA)as the first Performance-Based Organization (PBO). One purpose of the PBO is to improve service to students and other participants in the student financial assistance programs authorized under title IV, including making those programs more understandable to students and their parents. To do that, FSA has committed to ensuring that all people receive service that matches or exceeds the best service available in the private sector. The legislation's requirements establish an ongoing need for FSA to be engaged in an interactive process of collecting information and using it to improve program services and processes.

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Authorizing Statute(s): US Code: 20 USC 1070 Name of Law: Higher Education Amendments of 1965, as amended
  

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:
	78 FR 21919	04/12/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	78 FR 38019	06/25/2013
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 60

IC Title	Form No.	Form Name
Content Delivery Research Online Survey	N/A	Content Delivery Search Online Survey
Financial Aid Toolkit Page Feedback Tile
Borrower Message Testing Online Survey
Gainful Employment Focus Groups - Students, For Profit and Public Institutions
MSURSD Risk Management Survey
FSA Servicer Survey Questionnaire - Borrowers
FSA Video Focus Groups
Multimedia Research On-line Survey
Research and Evaluation - Education Policy Changes survey and phone interviews	NA	NA
Experimental Sites Initiative (ESI) Experiment #6 Survey
School Partners Survey
Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan
Generation Z On-Line Survey
Content Delivery In-Person Focus Group
Direct Customer Survey
Borrower in Default Surveys
Experimental Sites Initiative (ESI) Experiment #5 Survey
Experimental Sites Initiative (ESI) Experiment #4 Survey
FOTW Survey 2016	NA	2016 FOTW survey
Homepage Redesign Focus Group Research
Multimedia Testing Focus Group (videos and infographics)
Data Collection for PEP Participant Baseline Report
Financial Aid Toolkit Website Evaluation Online Survey and Online Focus Group
Partner Reporting/Feedback
Ombudsman Survey
Financial Aid Toolkit Website Survey
Data Collection for PEP Phase III Reports (Focus Groups)
Video Research Focus Group Research	N/A	Final TO13 Video Evaluation FG exercise
Train the Trainer Survey	N/A	Survey for Train the Trainers
Salesforce Contact Information Survey
2016 Borrower In School Survey
MSURSD Outreach Event Survey	N/A	MSURSD Survey 110514
2013 FSA Training Conference Overall Evaluation
Financial Aid Toolkit survey
Potential Adult Student Focus Group Research	N/A	Final Adult Student Focus Groups Laddering Exercise 2016-01-11
FAFSA on the Web Survey (FOTW)	NA	NA
Borrower In-Grace Survey	N/A	Borrower In-Grace Survey
Borrowers in Delinquency/Default Surveys
Pell Grant Experiments School Satisfaction Survey	1845-0045	Pell Grant Experiments School Satisfaction Survey
Borrower Message Testing
Repayment Direct Customer Survey
Peer Survey	NA	Survey for Peers 2015
Leadership and Management Seminar Audience Expansion and Content/Delivery Approach Update Survey
Data Collection for PEP Participant Phase II Report
Website Usability Study Interview
PEP Baseline Report Follow-Up Interviews
Federal Student Aid Information Center (FSAIC) Customer Satisfaction Survey
Borrower in Delinquency Survey
Video Testing Online Survey 2016	N/A	Video Testing Online Survey 2016
Quality Assurance (QA) Program Close Out Survey
Data Collection for PEP Participant Baseline Report
2015 FAFSA on the Web Survey
Generation Z In-person Focus Group
FSA Borrower in Income-Driven Repayment Plans Customer Satisfaction Survey	N/A	FSA Borrower in Income-Driven Repayment Plans Customer Satisfaction Survey
Borrower In-School Survey
MSURSD Financial Literacy Focus Group
Ease of Doing Business with FSA - School Partners Survey	N/A	School Partners Survey
Ombudsman Survey
Potential Adult Student On-line Survey	NA	NA
Experimental Sites Initiative (ESI) Experiment #3 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	200,000	105,300	0	0	94,700	0
Annual Time Burden (Hours)	45,000	24,458	0	0	20,542	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: This is a request for additional hours and respondents to cover the increased use of the generic customer service focus group and survey options. There have been changes to collection methodology that allows for a greater number of respondents and hours used. Additionally, there have been focus groups and surveys that meet the criteria for the generic clearance package use that were not anticipated at the time of the previous renewal.

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Annual Cost to Federal Government: $190

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: 10/07/2015

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