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
Form DHS CIS Ombudsman 2014 Annual Conference Evaluation Form	Form and Instruction	New	Available
Form DHS Critical Infrastructure Stakeholder Feedback	Form and Instruction	New	Repair queued
NVDC Customer Survey	Form and Instruction	New	Available
Form DHS Form 6001 (7/1 I & A Customer Survey	Form and Instruction	Modified	Available
I & A (83-C).pdf	Justification for No Material/Nonsubstantive Change	Uploaded 2012-01-26	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
213697	CIS Ombudsman 2014 Annual Conference Evaluation Form	Form and Instruction	New	CIS Ombudsman 2014 Annual Conference Evaluation Form
213517	Critical Infrastructure Stakeholder Feedback Survey	Form and Instruction	New	Critical Infrastructure Stakeholder Feedback
212611	National Vessel Documentation Center Customer Satisfaction Survey	Form and Instruction	New	NVDC Customer Survey
209776	US-CERT Website Feedback	Other-Screenshot	New
208198	Customer Satisfaction for DHS Websites	Other-Mock-Up for Online Survey	New
207441	Cybersecurity Online Focus Group	Other-Focus Group Script	New
206783	Feedback on Visible Intermodel Prevention and Response (VIPR) Team Operations	Other-	New
203895	TCC Survey Phone	Other-Telephone Survey	New
203852	The Transportation Security Administration (TSA) Contact Center (TCC) Customer Satisfaction	Other-Survey	New
200758	I & A Cusotmer Survey	Form and Instruction	Modified	I & A Customer Survey

ICR Details

OMB Control No: 1601-0014	ICR Reference No: 201201-1601-001
Status: Historical Active	Previous ICR Reference No: 201109-1601-001
Agency/Subagency: DHS/OS	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
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: 01/26/2012
Retrieve Notice of Action (NOA)	Date Received in OIRA: 01/26/2012
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2014	10/31/2014	10/31/2014
Responses	45,098	0	45,098
Time Burden (Hours)	375,148	0	375,148
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.

---

Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	75 FR 80542	12/22/2010
30-day Notice:	Federal Register Citation:	Citation Date:
	76 FR 55078	09/06/2011
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 10

table that charts list of burden

IC Title	Form No.	Form Name
CIS Ombudsman 2014 Annual Conference Evaluation Form	DHS	CIS Ombudsman 2014 Annual Conference Evaluation Form
Critical Infrastructure Stakeholder Feedback Survey	DHS	Critical Infrastructure Stakeholder Feedback
Customer Satisfaction for DHS Websites
Cybersecurity Online Focus Group
Feedback on Visible Intermodel Prevention and Response (VIPR) Team Operations
I & A Cusotmer Survey	DHS Form 6001 (7/10)	I & A Customer Survey
National Vessel Documentation Center Customer Satisfaction Survey	N/A	NVDC Customer Survey
TCC Survey Phone
The Transportation Security Administration (TSA) Contact Center (TCC) Customer Satisfaction
US-CERT Website Feedback

---

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	45,098	45,098	0	0	0	0
Annual Time Burden (Hours)	375,148	375,148	0	0	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: No

Burden Reduction Due to:

Short Statement: New data collection.

---

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

---

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: 01/26/2012

---