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Please note that the OMB number and expiration date may not have been determined when this Information Collection Request and associated Information Collection forms were submitted to OMB. The approved OMB number and expiration date may be found by clicking on the Notice of Action link below.
View Generic ICR - OIRA Conclusion
OMB Control No:
3090-0297
ICR Reference No:
201211-3090-001
Status:
Historical Active
Previous ICR Reference No:
201112-3090-007
Agency/Subagency:
GSA
Agency Tracking No:
Title:
Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (GSA)
Type of Information Collection:
Revision of a currently approved collection
Common Form ICR:
No
Type of Review Request:
Regular
OIRA Conclusion Action:
Approved without change
Conclusion Date:
06/12/2013
Retrieve Notice of Action (NOA)
Date Received in OIRA:
05/10/2013
Terms of Clearance:
OMB approves this collection for a period of 3 years. To request approval of information collections under this generic approval, GSA must do the following: 1) Unless GSA is using multiple modes of collection (e.g. paper forms and electronic submissions), provide a Generic Clearance Submission Template for each instrument; 2) If GSA is using multiple modes of collection (e.g. paper forms and electronic submissions), the same Generic Clearance Submission Template may be used for both instruments; 3) each Generic Clearance Submission Template must be uploaded as a Supplementary document using a naming convention allowing the public to identify the associated instrument; 4) submit no more than five Generic Submission Templates with each request.
Inventory as of this Action
Requested
Previously Approved
Expiration Date
06/30/2016
36 Months From Approved
09/30/2014
Responses
145,534
0
180,761
Time Burden (Hours)
9,314
0
4,998
Cost Burden (Dollars)
0
0
0
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. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations; provide an early warning of issues with service; or focus attention on areas where communication, training or changes in operations might improve delivery of products or services. These collections will allow for ongoing, collaborative and actionable communications between the Agency and its customers and stakeholders. It will also allow feedback to contribute directly to the improvement of program management.
Authorizing Statute(s):
None
Citations for New Statutory Requirements:
None
Associated Rulemaking Information
RIN:
Stage of Rulemaking:
Federal Register Citation:
Date:
Not associated with rulemaking
Federal Register Notices & Comments
60-day Notice:
Federal Register Citation:
Citation Date:
77 FR 74191
12/13/2012
30-day Notice:
Federal Register Citation:
Citation Date:
78 FR 21952
04/12/2013
Did the Agency receive public comments on this ICR?
Yes
Number of Information Collection (IC) in this ICR:
30
IC Title
Form No.
Form Name
4Q Satisfaction Survey for Performance.gov-Req-2
CX-COP Customer Survey (Req-26)
Customer Satisfaction Survey Tool (CSST) that Integrates with the Digital Analytics Program (DAP) (Req-28)
Customer Satisfaction Survey for the USA.gov E-mail and Web Chat Services (Req-10)
Customer Satisfaction Survey for the USA.gov E-mail and Web Chat Services (Req-16)
Customer Satisfaction Survey for the USA.gov Telephone Information Services (Req-12)
Customer Satisfaction Survey for the USA.gov Telephone Information Services (Req-15)
Data.gov Customer Satisfaction Survey- Data.gov (Req-11)
Data.gov GCXi (Req-30)
Data.gov Usability Testing (Req-14)
Digital.gov Search Customer Survey (Req-29)
DigitalGov Customer Satisfaction Survey (Req-18)
DigitalGov Customer Satisfaction Survey-Req-3
GSA Acquisition 360 Survey (Req-17)
GSA Integrated Technology Services (ITS) Monthly Webinar Evaluation Survey (Req-8)
GSA Preaward Survey April 2014 (Req-7)
General Supplies and Services (GSS) Transactional Survey (Req-13).
General Supplies and Services' (GSS) Satisfaction Survey (Req-22)
Generic Clearance for the Collection of Routine Customer Feedback
Governmentwide Acquisition Contract (GWAC) Survey (Req-23)
IAE Focus Groups (Req-5)
IT Schedule 70 Post-Award Survey (Req-25)
MAS Post-Award Survey (Req-27)
OCSIT Government Customer Experience Index (GCXi) Agency-facing Survey (Req-9)
Responsive Design Usability Test for USA.gov and USA.gov/GobiernoUSA.gov-Req-1
SLS Schedule 70 Vendor Satisfaction Survey (Req-20)
Small Business Satisfaction Survey (Req-24)
USA.gov Beta Site Survey (Req-19)
Utility Cost Data Survey (Req-21)
Voice-of-Customer survey for websites on the USA.gov domain-Req-4
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
145,534
180,761
0
-35,227
0
0
Annual Time Burden (Hours)
9,314
4,998
0
4,316
0
0
Annual Cost Burden (Dollars)
0
0
0
0
0
0
Burden increases because of Program Change due to Agency Discretion:
Yes
Burden Increase Due to:
Miscellaneous Actions
Burden decreases because of Program Change due to Agency Discretion:
No
Burden Reduction Due to:
Short Statement:
The Digital Government Strategy released by the White House in May 2012 drives agencies to have a more customer-centric focus. Because of this, GSA anticipates an increase in requests to use this generic clearance as the plan states that: a customer-centric principle charges us to do several things: conduct research to understand the customer's business, needs and desires; "make content more broadly available and accessible and present it through multiple channels in a program- and device-agnostic way; make content more accurate and understandable by maintaining plain language and content freshness standards; and offer easy paths for feedback to ensure we continually improve service delivery. The customer-centric principle holds true whether our customers are internal (e.g., the civilian and military federal workforce in both classified and unclassified environments) or external (e.g., individual citizens, businesses, research organizations, and state, local, and tribal governments)."
Annual Cost to Federal Government:
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
Agency Contact:
Monica Fitzgerald 202 219-0723 monica.fitzgerald@gsa.gov
Common Form ICR:
No
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:
05/10/2013
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