Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
National Customer Service Center 800-Line Telephone Survey	Form	New	Available
USCIS Local Office In-Person Customer Satisfaction Survey	Form	New	Available
USCIS Electronic Customer Satisfaction Survey (E-Survey)	Form	New	Available
Website Usability Test Scenarios	Form	New	Repair queued
Form M-740 USCIS.gov Information Gathering Questionnaire	Form	New	Available
Supporting Statement B Generic Information Collection Submissions.doc	Supporting Statement B	Uploaded 2011-10-14	Available
SupportSupporting Statement A Generic Information Collection Submissions.doc	Supporting Statement A	Uploaded 2011-10-14	Available
Generic Update Template.docx	Supplementary Document	Uploaded 2011-10-14	Available
Reference Citation.doc	Supplementary Document	Uploaded 2011-08-04	Available
Published 30-Day Notice 7-13-11.doc	Supplementary Document	Uploaded 2011-08-04	Available
Published 60-Day Notice (12-22-10).pdf	Supplementary Document	Uploaded 2011-08-04	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
212666	USCIS Electronic Immigration System (USCIS ELIS) Survey	Other-Survey	New
212556	Customer Service Appointment Survey	Other-Surve	New
209351	E-Verify Webinar Evaluation	Other-Survey	New
208980	Teaching Civics and Citizenship to Immigrants Training Evaluation	Other-Survey	New
207318	E-Verify Public Website Usability Study	Other-Survey	New
202532	USCIS Electronic Customer Satisfaction Survey, Local Offc In-Person Survey, and NCSC 800-LIne Telephone Survey	Form	New	National Customer Service Center 800-Line Telephone Survey
202532	USCIS Electronic Customer Satisfaction Survey, Local Offc In-Person Survey, and NCSC 800-LIne Telephone Survey	Form	New	USCIS Local Office In-Person Customer Satisfaction Survey
202532	USCIS Electronic Customer Satisfaction Survey, Local Offc In-Person Survey, and NCSC 800-LIne Telephone Survey	Form	New	USCIS Electronic Customer Satisfaction Survey (E-Survey)
201999	Website Info Gathering, Usability Testing and Card Sorting Exercise	Form	New	Website Usability Test Scenarios
201999	Website Info Gathering, Usability Testing and Card Sorting Exercise	Form	New	USCIS.gov Information Gathering Questionnaire
201999	Website Info Gathering, Usability Testing and Card Sorting Exercise	Other-Card Sorting Exercise Topics	New
200474	ELIS Customer Service Survey	Other-Survey - ELIS Customer Service Survey	New

ICR Details

OMB Control No: 1615-0121	ICR Reference No: 201106-1615-006
Status: Historical Active	Previous ICR Reference No:
Agency/Subagency: DHS/USCIS	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 12/13/2011
Retrieve Notice of Action (NOA)	Date Received in OIRA: 10/19/2011
Terms of Clearance: OMB approves this collection for a period of three years. To request approval of information collections under this generic approval, the agency must do the following: 1) Unless an agency is using multiple modes of collection (e.g., paper forms and electronic submissions), provide a Generic Clearance Submission Template for each Instrument; 2) If the agency 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 that allows the public to identify the associated instrument; 4) submit no more than five Generic Submission Templates with each request.

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2014	36 Months From Approved
Responses	15,000	0	0
Time Burden (Hours)	7,500	0	0
Cost Burden (Dollars)	0	0	0

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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.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Government Performance and Results Act (GPRA)
  

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:
	75 FR 80542	12/22/2010
30-day Notice:	Federal Register Citation:	Citation Date:
	76 FR 41280	07/13/2011
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 8

table that charts list of burden

IC Title	Form No.	Form Name
Customer Service Appointment Survey
E-Verify Public Website Usability Study
E-Verify Webinar Evaluation
ELIS Customer Service Survey
Teaching Civics and Citizenship to Immigrants Training Evaluation
USCIS Electronic Customer Satisfaction Survey, Local Offc In-Person Survey, and NCSC 800-LIne Telephone Survey	N/A, N/A, N/A	USCIS Electronic Customer Satisfaction Survey (E-Survey) ,   USCIS Local Office In-Person Customer Satisfaction Survey ,   National Customer Service Center 800-Line Telephone Survey
USCIS Electronic Immigration System (USCIS ELIS) Survey
Website Info Gathering, Usability Testing and Card Sorting Exercise	M-740, n/a	USCIS.gov Information Gathering Questionnaire ,   Website Usability Test Scenarios

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ICR Summary of Burden

table that charts list 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	15,000	0	0	15,000	0	0
Annual Time Burden (Hours)	7,500	0	0	7,500	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: This is a new request for a generic ICR.

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Annual Cost to Federal Government: $600,000

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: 10/19/2011

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