Generic Information Collection Plan for the Collection of Qualitative Feedback on Bureau Service Delivery

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
IC Template 3170-0024 vs3.pdf	Supplementary Document	Uploaded 2015-09-30	Available
3170-0024 Supporting Statement Part B-draft.pdf	Supporting Statement B	Uploaded 2015-09-30	Available
3170-0024 Supporting Statement Part A-draft.pdf	Supporting Statement A	Uploaded 2015-09-30	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
228045	CFPB Office of Civil Rights Customer Feedback Surveys –ADR and EEO Processes	Other-Survey	New
227448	Consumerfinance.gov Top Task Usability Testing	Other-Moderator's Guide	New
227337	Call Center Satisfaction Survey	Other-Survey Instrument	New
227199	Older Americans Placemat Usability Testing	Other-Moderator Guide	New
227179	Feedback Survey for Online Training Modules for Librarians	Other-Feedback Survey	New
226955	Your Money, Your Goals Training Planner Survey	Other-YMYG Training Planner Survey	New
226220	Financial Foundations Testing	Other-Moderator Guide	New
223973	Owning a Home User Questions	Other-OaH Question Webpage	New
223719	LAR Formatting Tool Testing Feedback	Other-Sceener	New
223101	CFPB FinEx Conference	Other-Conference Survey	New
222520	Spanish Ask CFPB - User Testing	Other-Moderator's Guide - English	New
221206	Concept Evaluation Survey	Other-Screener & Survey - English	New
221195	Financing an Auto - External testing	Other-Screener	New
221159	Focus Groups for Parents: Money As You Grow	Other-Recruiting	New
220077	YMYG Behind on Bills Bundle – User Testing	Other-UX Questions	New
219651	Prototyping and Research to Support Contact Center Script and IVR Development	Other-Screener	New
219528	Paying for College - Dynamic Disclosures Usability Test (Round 1)	Other-Screener	New
219307	Consumer Complaint Database 4.1 User Research & Usability Testing	Other-Screener	New
219232	Money Smart for Older Adults Train-the-Trainer Session Feedback Form and Money Smart for Older Adults Participant Evaluation Form	Other-Participant Evaluation	New
218996	Owning a Home Project User Experience Testing – Round 1	Other-Moderator Guide	New
218944	Round 2 of User testing to solicit feedback on the Bureau's Planning for retirement- Before you claim English website	Other-Screener	New
218848	Recruitment Screener for Owning a Home Project User Experience Testing	Other-OaH UX Screener	New

ICR Details

OMB Control No: 3170-0024	ICR Reference No: 201509-3170-002
Status: Historical Active	Previous ICR Reference No: 201210-3170-001
Agency/Subagency: CFPB	Agency Tracking No: TI 10517
Title: Generic Information Collection Plan for the Collection of Qualitative Feedback on Bureau Service Delivery
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 11/24/2015
	Date Received in OIRA: 10/23/2015
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	11/30/2018	36 Months From Approved	12/31/2015
Responses	160,000	0	250,000
Time Burden (Hours)	30,000	0	250,000
Cost Burden (Dollars)	0	0	0

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Abstract: This generic information collection plan provides for the collection of 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. By qualitative feedback, the Bureau means information that provides useful insights on, for example, comprehension, usability, perceptions, and opinions, but are not statistical surveys that yield quantitative results that can be generalized to the population of study. 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.

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Authorizing Statute(s): None

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	80 FR 34148	06/15/2015
30-day Notice:	Federal Register Citation:	Citation Date:
	80 FR 64398	10/23/2015
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 22

table that charts list of burden

IC Title	Form No.	Form Name
Call Center Satisfaction Survey
CFPB Office of Civil Rights Customer Feedback Surveys –ADR and EEO Processes
Recruitment Screener for Owning a Home Project User Experience Testing
LAR Formatting Tool Testing Feedback
Your Money, Your Goals Training Planner Survey
Consumer Complaint Database 4.1 User Research & Usability Testing
Prototyping and Research to Support Contact Center Script and IVR Development
Focus Groups for Parents: Money As You Grow
YMYG Behind on Bills Bundle – User Testing
Owning a Home User Questions
Older Americans Placemat Usability Testing
Money Smart for Older Adults Train-the-Trainer Session Feedback Form and Money Smart for Older Adults Participant Evaluation Form
CFPB FinEx Conference
Spanish Ask CFPB - User Testing
Financial Foundations Testing
Concept Evaluation Survey
Paying for College - Dynamic Disclosures Usability Test (Round 1)
Consumerfinance.gov Top Task Usability Testing
Owning a Home Project User Experience Testing – Round 1
Round 2 of User testing to solicit feedback on the Bureau's Planning for retirement- Before you claim English website
Financing an Auto - External testing
Feedback Survey for Online Training Modules for Librarians

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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	160,000	250,000	0	0	-90,000	0
Annual Time Burden (Hours)	30,000	250,000	0	0	-220,000	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: The change in burden is a result of improved burden estimation methods by the Bureau and reflects the Bureau's experience in using this generic information collection plan during the prior three years.

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Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? No

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]? Yes

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? Uncollected

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Common Form ICR:  No

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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: 10/23/2015

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