Request for Approval

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 1530-0023)
TITLE OF INFORMATION COLLECTION: Direct Express® Mobile App Pilot.
PURPOSE:
The purpose of the pilot would be to validate the Direct Express® cardholders’ transaction data
during the period of the pilot (purchases, deposits, and other transaction types such as transaction
reversals/disputes, etc.) and obtain feedback on user experience with the mobile app. This
mobile app may add value to complement the Direct Express® program as we prepare for future
roll-out. The pilot would mean that the users would be able to download the mobile app on their
personal mobile device. They would each register their Direct Express® account(s) to the
mobile device and use their personal mobile device to check balances, view transaction and
deposit history, locate ATMs, and manage alerts.
DESCRIPTION OF RESPONDENTS: Direct Express® Cardholders with iPhone and
Samsung/Android cellphones who reside in St. Louis, MO, and who participated in the
previously approved mobile app test.
TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[x] Usability Testing (e.g., Website or Software)
[ ] Focus Group

[ ] Customer Satisfaction Survey
[ ] Small Discussion Group
[ ] Other: Face-to-Face Interviews

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.
Digitally signed by Bruce A. Sharp
Date: 2015.03.03 07:04:06 -05'00'

Name:________________________________________________
Bruce A. Sharp
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, is the information that will be collected included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Applicable, has a System or Records Notice been published? [ ] Yes [ ] No

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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 Calls

No. of
Participation
Respondents Time
12 maximum 1 hour

Pilot Preparation Call with users
Weekly Feedback Call (4 weeks)
Wrap Up Call
TOTALS

12
12

30 minutes
1 hour

Burden
Hours
12
hours
24
12
48

The burden hours include telephone preparation calls, weekly feedback calls, and the wrap up
calls.
FEDERAL COST: The estimated one-time cost to the Federal government is $0.
The selection of your targeted respondents
This research is qualitative and will not employ any statistical techniques or be used to
generalize to the entire target audience.
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?
[X] Yes
[ ] No
Based upon the positive feedback from the usability test participants from St. Louis, MO, they
have been chosen to participate in the pilot. Participants that are willing and available to
participate in the pilot will receive access to a mobile app to monitor their Direct Express®
account/s. Participation is voluntary.
Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[ ] Web-based or other forms of Social Media
[X] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [X] Yes [ ] No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.
There are no scripts; however, see the overview for some sample questions that may be asked.

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