This generic clearance garners
qualitative feedback from consumers, financial institutions, and
stakeholders on a wide range of services the Bureau provides in an
efficient, timely manner, in accordance with the Bureau's
commitment to improving service delivery. The Bureau expects this
feedback to include insights into consumer, financial institution,
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 Bureau and consumers, financial institutions, and
stakeholders. It will also allow feedback to contribute directly to
the improvement of program management. 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 consumers, financial
institutions, and stakeholders on the Bureau's services will be
unavailable.
In order to work continuously
to ensure that its programs are effective and meet the needs of
financial institutions, consumers, and stakeholders (collectively,
customers), the Consumer Financial Protection Bureau (hereafter
"the Bureau") seeks to obtain OMB approval of a generic clearance
to collect qualitative feedback on its service delivery.
Qualitative feedback means information that provides useful
insights on perceptions and opinions, but not statistical surveys
that yield quantitative results that can be generalized to the
population of study. This collection of information is necessary to
enable the Bureau to garner customer feedback in an efficient,
timely manner, in accordance with its commitment to improving
service delivery. The information collected from Bureau customers
will help ensure that users have an effective, efficient, and
satisfying experience with the Bureau's programs. This feedback
will provide insights into customer perceptions, experiences and
expectations, provide an early warning for 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 Bureau and its customers. They will also
allow feedback to contribute directly to the improvement of program
management.
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:
(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;
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.
Form 3170-XXXX Training Feedback from Participants in Pilot Evaluation of Financial Empowerment Training Programs
IC Template.pdf
User testing for soliciting feedback on the Bureau's Planning for retirement- Before you claim website (both in English and Spanish)