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

Forms and Documents

Document	Type	Status	Availability
0990-0379 Change Request_DKC.doc	Justification for No Material/Nonsubstantive Change	Uploaded 2015-03-03	Repair queued
0990-0379_B.docx	Supporting Statement B	Uploaded 2014-07-02	Available
0990-0379_Supporting Statement for Generic - HHS.docx	Supporting Statement A	Uploaded 2014-07-02	Available
Generic Clearance Submission Template.docx	Supplementary Document	Uploaded 2011-06-14	Repair queued

IC Document Collections

IC ID	Collection	Type	Status	Form
227775	Tree Testing the SAMHSA Store (https://store.samhsa.gov/)	Other-survey	New
227730	Grants.gov User Evaluation Survey	Other-survey	New
227468	HRSA/National Health Service Corps (NHSC) Information Architecture Validation	Other-survey	New
227449	Healthcare and Public Health Sector Site Assessment Risk Analysis' (SARA) Integrated Toolkit Feedback Form	Other-survey	New
227094	Healthcare Delivery Research Program (HRDP) Webinar Survey	Other-survey	New
227092	Division of Cancer Control and Population Services (DCCPS) Webinar Survey	Other-survey	New
226915	Healthcare and Public Health Sector Site Assessment Risk Analysis' (SARA) RIST-C Feedback Form	Other-form	New
226714	Office of the Assistant Secretary for Health (OASH) Region X External Customer Satisfaction Survey	Other-survey	New
226495	Senior Public Health Advisor	Other-tool	New
226436	SurgeonGeneral.gov Site-wide Satisfaction Survey	Other-survey	New
226435	Usability.gov Site-wide Satisfaction Survey	Other-survey	New
226345	Be Tobacco Free.HHS.gov site Wide satisfaction Survey	Other-survey	New
226317	Vaccines.gov Site-wide Satisfaction Survey	Other-survey	New
226111	StopBullying.gov Site-wide Satisfaction Survey	Other-survey	New
225961	Pilot for Establishing Infrastructure for Publicly Released Research Data	Other-survey	New
225682	HHS.gov Site-wide Satisfaction Survey	Other-survey	New
225445	Healthcare and Public Health Sector Site Assessment Risk Analysis (SARA) Tool Pilot Activity Survey Form	Other-survey	New
225166	Region IX Office of the Regional Health Administrator (ORHA) External Customer Satisfaction Survey	Other-survey	New
224897	Survey of Research Integrity Officers (RIOs)	Other-survey	New
224890	Survey of RCR Coordinators	Other-survey	New
224201	MentalHealth.gov Site-wide Satisfaction Survey	Other-survey	New
223814	Usability testing of a new web portal	Other-survey	New
223255	Acquisition 360 Second Iteration	Other-survey	New
223000	Usability testing of a redesigned website	Other-survey	New
222750	Customer Satisfaction Telephone Survey and Telephone Interview for the Evaluation of the Office on Women's Health (OWH) Helpline/Call Center	Other-interview	New
221937	OWH Helpline Survey	Other-survey	New
221489	Vendor Management Intake Form	Other-survey	New
221482	AIDS.gov and HIV.gov Website Customer Satisfaction Survey	Other-survey	New
220473	HRSA/HIV/AIDS Bureau (HAB) Information Architecture Validation	Other-study	New
220347	Feedback on the Implementation of Evidence-Based Teen Pregnancy Prevention Programs	Other-phone	New
220173	HRSA/National Health Service Corps (NHSC) Jobs Center Satisfaction Survey	Other-questions	New
219844	HRSA/Maternal & Child Health Bureau (MCHB) Information Architecture Validation	Other-survey	New
219479	HHS Sites Search Satisfaction Survey	Other-null	New
219245	HRSA/Maternal & Child Health Bureau (MCHB) Information Architecture Validation	Other-survey	New
218896	HHS.gov Newsroom User Evaluation Survey	Other-survey	New
218330	Medicalcountermeasures.gov customer site feedback form	Other-survey	New
217959	HHS.gov Website Feedback Survey (for MTurk distribution)	Other-survey	New
217958	HHS.gov Website Feedback Survey II	Other-survey	New
217761	Focus Group Participant Feedback Survey for HHS Region II Pilot Curriculum	Other-Survey	New
217374	Acquisition 360- Improving the Acquisition Process through Timely Feedback from External and Internal Stakeholders	Other-survey	New
216174	ODPHP Website Visitor Satisfaction Site-and Page-Level Surveys	Other-null	New
216005	User Feedback of the Technical Resources Assistance Center Information Exchange (TRACIE) Website	Other-survey	New
215884	AiDS.gov Website Customer Satisfaction	Other-survey	New
215881	HHS.gov Website Satisfaction Survey	Other-survey	New
215153	Brand Awareness Survey/Delivery email list	Other-survey	Unchanged
215151	Regional Resource Network Program Questionnaire (RRNP)	Other-questionnaire	Unchanged
214245	User Satisfaction and Analytics	Other-survey	Unchanged
214038	Project H- Program Category TreeJack Survey _AB	Other-survey	Unchanged
212893	HHS.gov Email Marketing Survey	Other-null	Unchanged

ICR Details

OMB Control No: 0990-0379	ICR Reference No: 201503-0990-001
Status: Historical Active	Previous ICR Reference No: 201407-0990-001
Agency/Subagency: HHS/HHSDM	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 with change	Conclusion Date: 03/16/2015
	Date Received in OIRA: 03/04/2015
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.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	08/31/2017	08/31/2017	08/31/2017
Responses	3,000,000	0	1,000,000
Time Burden (Hours)	500,000	0	67,000
Cost Burden (Dollars)	0	0	0

---

Abstract: This collection of information is necessary to enable HHS 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 HHS 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:
	79 FR 18692	04/03/2014
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 34756	06/18/2014
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 49

IC Title	Form No.	Form Name
AiDS.gov Website Customer Satisfaction
Usability testing of a redesigned website
StopBullying.gov Site-wide Satisfaction Survey
Division of Cancer Control and Population Services (DCCPS) Webinar Survey
Healthcare Delivery Research Program (HRDP) Webinar Survey
HHS.gov Website Feedback Survey II
Acquisition 360 Second Iteration
Office of the Assistant Secretary for Health (OASH) Region X External Customer Satisfaction Survey
User Satisfaction and Analytics
Medicalcountermeasures.gov customer site feedback form
Feedback on the Implementation of Evidence-Based Teen Pregnancy Prevention Programs
OWH Helpline Survey
HRSA/Maternal & Child Health Bureau (MCHB) Information Architecture Validation
SurgeonGeneral.gov Site-wide Satisfaction Survey
Usability.gov Site-wide Satisfaction Survey
Senior Public Health Advisor
Tree Testing the SAMHSA Store (https://store.samhsa.gov/)
Healthcare and Public Health Sector Site Assessment Risk Analysis' (SARA) RIST-C Feedback Form
Regional Resource Network Program Questionnaire (RRNP)
Acquisition 360- Improving the Acquisition Process through Timely Feedback from External and Internal Stakeholders
Focus Group Participant Feedback Survey for HHS Region II Pilot Curriculum
Survey of RCR Coordinators
HRSA/National Health Service Corps (NHSC) Jobs Center Satisfaction Survey
MentalHealth.gov Site-wide Satisfaction Survey
Healthcare and Public Health Sector Site Assessment Risk Analysis' (SARA) Integrated Toolkit Feedback Form
Usability testing of a new web portal
Region IX Office of the Regional Health Administrator (ORHA) External Customer Satisfaction Survey
HHS.gov Newsroom User Evaluation Survey
HRSA/Maternal & Child Health Bureau (MCHB) Information Architecture Validation
HHS.gov Site-wide Satisfaction Survey
Brand Awareness Survey/Delivery email list
ODPHP Website Visitor Satisfaction Site-and Page-Level Surveys
HRSA/HIV/AIDS Bureau (HAB) Information Architecture Validation
Survey of Research Integrity Officers (RIOs)
Healthcare and Public Health Sector Site Assessment Risk Analysis (SARA) Tool Pilot Activity Survey Form
HHS.gov Email Marketing Survey
HHS.gov Website Feedback Survey (for MTurk distribution)
HHS.gov Website Satisfaction Survey
User Feedback of the Technical Resources Assistance Center Information Exchange (TRACIE) Website
AIDS.gov and HIV.gov Website Customer Satisfaction Survey
Vendor Management Intake Form
Vaccines.gov Site-wide Satisfaction Survey
HRSA/National Health Service Corps (NHSC) Information Architecture Validation
Be Tobacco Free.HHS.gov site Wide satisfaction Survey
Project H- Program Category TreeJack Survey _AB
HHS Sites Search Satisfaction Survey
Customer Satisfaction Telephone Survey and Telephone Interview for the Evaluation of the Office on Women's Health (OWH) Helpline/Call Center
Pilot for Establishing Infrastructure for Publicly Released Research Data
Grants.gov User Evaluation Survey

---

ICR Summary 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	3,000,000	1,000,000	0	2,000,000	0	0
Annual Time Burden (Hours)	500,000	67,000	0	433,000	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: The Digital Communications Division (DCD) within the Office of the Assistant Secretary for Public Affairs (ASPA) is responsible for maintaining the HHS premier website, HHS.gov. As such, the DCD has begun the task of totally redesigning the front-end website as well as the back-end architecture to enhance the end-user experience. The DCD will utilize current website surveys to capture user satisfaction as well as future surveys in 3 to 6 month increments to verify the various phases of website redesign are achieving the desired effect for the end-user. In addition, other activities within the Office of the Secretary (OS) of HHS are grouped with ASPA to utilize the same OMB control number for surveys. The other activities within OS are adhering to the GSA mandate to capture user satisfaction for their website information and the services they render. It is for these reasons that we require additional burden hours for OMB control number 0990-0379.

---

Annual Cost to Federal Government: $250,000

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: 03/04/2015

---