OCSIT Government Customer Experience Index (GCXi) Agency-facing Survey (Req-9)

Request for Approval under the “Generic Clearance for the Collection of Routine Customer Feedback” (OMB Control Number: 3090-0297)

TITLE OF INFORMATION COLLECTION: OCSIT Government Customer Experience Index (GCXi) Agency-facing Survey (Req-9)

PURPOSE:

Collect customer satisfaction data about the Office of Citizen Services and Innovative Technologies (OCSIT) agency-facing programs. The results of the survey will be used internally to improve service to GSA customers, and develop a customer experience index for OCSIT.

DESCRIPTION OF RESPONDENTS:

Federal, state and local government employees who use the following OCSIT programs:

Challenges & Prizes Open Data Community of Practice (CoP) Digital Analytics Program (DAP) DigitalGov Search DigitalGov University (DGU) DigitalGov UX Program eCPIC FedRAMP Government Contact Center Council (G3C)

Mobile Gov CoP NCC Tier One OpenOpps Publications SocialGov CoP USAContact Web/Content Managers CoP 18F

Participation is voluntary and anonymous.

TYPE OF COLLECTION: (Check one)

[ ] Customer Comment Card/Complaint Form [X] Customer Satisfaction Survey

[ ] Usability Testing (e.g., Website or Software) [ ] Small Discussion Group

[ ] Focus Group [ ] Other: ______________________

CERTIFICATION:

I certify the following to be true:

1. The collection is voluntary.

2. The collection is low-burden for respondents and low-cost for the Federal Government.

3. The collection is non-controversial and does not raise issues of concern to other federal agencies.

4. The results are not intended to be disseminated to the public.

5. Information gathered will not be used for the purpose of substantially informing influential policy decisions.

6. The collection is targeted to the solicitation of opinions from respondents who have experience with the program or may have experience with the program in the future.

Name: Rachel Flagg, (509) 850-5654.

To assist review, please provide answers to the following question:

Personally Identifiable Information:

1. Is personally identifiable information (PII) collected? [ ] Yes [X] No

2. If Yes, will any information that is collected be included in records that are subject to the Privacy Act of 1974? [ ] Yes [ X] No

3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [ ] Yes [X ] No

Gifts or Payments:

Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to participants? [ ] Yes [X] No

BURDEN HOURS

Category of Respondent	No. of Respondents	Participation Time	Burden
State, local, or tribal governments	50	5 minutes	4
Totals	50	5 minutes	4 hours

FEDERAL COST: The estimated annual cost to the Federal government is $900.

If you are conducting a focus group, survey, or plan to employ statistical methods, please provide answers to the following questions:

The selection of your targeted respondents

1. Do you have a customer list or something similar that defines the universe of potential respondents and do you have a sampling plan for selecting from this universe? [] Yes [X ] No

If the answer is yes, please provide a description of both below (or attach the sampling plan)? If the answer is no, please provide a description of how you plan to identify your potential group of respondents and how you will select them?

No sampling plan. This is an annual (once per year) customer satisfaction survey of all federal, state, local government employee customers of the OCSIT programs listed above.

Administration of the Instrument

1. How will you collect the information? (Check all that apply)

[X] Web-based or other forms of Social Media

[ ] Telephone

[ ] In-person

[ ] Mail

[X] Other, Explain - Survey will be distributed via email to customers of the OCSIT programs listed above; responses will be collected via web-based survey tool.

2. Will interviewers or facilitators be used? [ ] Yes [X] No

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