View Information Collection Request (ICR) Package

OMB Control No: 2126-0049	ICR Reference No: 201802-2126-002
Status: Historical Active	Previous ICR Reference No: 201407-2126-003
Agency/Subagency: DOT/FMCSA	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
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: 08/13/2018
Retrieve Notice of Action (NOA)	Date Received in OIRA: 03/29/2018
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	08/31/2021	36 Months From Approved	08/31/2018
Responses	12,270	0	51,300
Time Burden (Hours)	2,233	0	10,350
Cost Burden (Dollars)	0	0	1,470

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. The collection is voluntary reporting and disclosure. FMCSA's customers and stakeholders are the respondents and the information is received by FMCSA at DOT. The frequency of the collection is as needed. The information collected is to collect qualitative feedback on our service delivery. This information provides useful insights on perceptions and opinions, but are not statistical surveys that yield quantitative results that can be generalized to the population of study. The purpose of the collection is so that the Agency will collect, analyze and interpret information gathered through this generic clearance to identify strengths and weaknesses of current services and make improvements in service delivery based on feedback. The solicitation of feedback will target areas such as: timeliness, appropriateness, accuracy of information, courtesy, efficiency of service delivery, and resolution of issues with service delivery. Responses will be assessed to plan and inform efforts to improve or maintain the quality of service offered to the public. If this information is not collected, vital feedback from customers and stakeholders on the Agency’s services will be unavailable. This feedback will provide insights into customer and 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. They will also allow feedback to contribute directly to the improvement of program management. The total annual burden hours being requested for this renewal is 2,233 hours. A decrease of 8,117 burden hours is shown in the ROCIS ICR Summary of Burden Table because in the previous ICR renewal the total hours over a 3-year period, 10,350 hours, was inadvertently requested instead of requesting the 3,450 annualized hours. The corrected decrease would have been 1,217 hours (3,450 annual hours – 2,233 annual hours). The difference between the hours of the renewal request and previously OMB approved request is due to the discontinuance of the Customer Satisfaction Survey (outreach materials) and the addition of the annual ART Forum Topic Selection and Art Forum Evaluation (using paper-based and web-based means) surveys. There is also a decrease of 39,030 responses (51,300 previously approved responses - 12,270 current renewal responses). Additionally, there is a decrease in the non-hour costs of $1,470 in costs to respondents. This is a result of the discontinuance of mailing surveys. With the ICR renewal, respondents will not incur any non-hour costs. The expected annual cost to the Federal Government decreased from $200,800 annually to $137,076, due to the cost difference in the discontinuation of the Customer Satisfaction Survey and implementation of the ART Forum contracts.

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

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:
	82 FR 37508	08/10/2017
30-day Notice:	Federal Register Citation:	Citation Date:
	83 FR 5508	02/07/2018
Did the Agency receive public comments on this ICR? No

ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to Agency Discretion
Annual Number of Responses	12,270	51,300	-39,030
Annual Time Burden (Hours)	2,233	10,350	-8,117
Annual Cost Burden (Dollars)	0	1,470	-1,470

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: The total annual burden hours being requested for this renewal is 2,233 hours. A decrease of 8,117 burden hours is shown in the ROCIS ICR Summary of Burden Table because in the previous ICR renewal the total hours over a 3-year period, 10,350 hours, was inadvertently requested instead of requesting the 3,450 annualized hours. The corrected decrease would have been 1,217 hours (3,450 annual hours – 2,233 annual hours). The difference between the hours of the renewal request and previously OMB approved request is due to the discontinuance of the Customer Satisfaction Survey (outreach materials) and the addition of the annual ART Forum Topic Selection and Art Forum Evaluation (using paper-based and web-based means) surveys. There is also a decrease of 39,030 responses (51,300 previously approved responses - 12,270 current renewal responses). Additionally, there is a decrease in the non-hour costs of $1,470 in costs to respondents. This is a result of the discontinuance of mailing surveys. With the ICR renewal, respondents will not incur any non-hour costs. The expected annual cost to the Federal Government decreased from $200,800 annually to $137,076, due to the cost difference in the discontinuation of the Customer Satisfaction Survey and implementation of the ART Forum contracts.

Annual Cost to Federal Government: $137,076

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? Uncollected

Agency Contact: Martin Walker 202 385-2364

View Generic ICR - OIRA Conclusion