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

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
NPPD IT Operations and Services Management Division Customer Satisfaction Survey	Form and Instruction	New	Available
Form Product Feedback F US-CERT Website Feedback	Form and Instruction	New	Available
ISCD Feedback Questionnaire	Form	New	Available
NPPD Analysis Customer Feedback Survey V2	Form	New	Available
83c-fill.pd 1670-0027 NPPD Generic - signed.pdf	Justification for No Material/Nonsubstantive Change	Uploaded 2016-08-09	Available
30-day FRN Vol. 79, No. 96 Monday, May 19, 2014 Notices 28774 DHS-2013-0032 NPPD Generic Clearance.pdf	Supplementary Document	Uploaded 2014-07-31	Available
60-day FRN Vol. 78, No. 244 Thursday, December 19, 2013 Notices 76849 DHS-2013-0032 NPPD Generic Clearance for Collection of Qualitative Feedback on Agency Service Delivery.pdf	Supplementary Document	Uploaded 2014-07-31	Available
Supporting Statement B_Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery.doc	Supporting Statement B	Uploaded 2014-07-31	Repair queued
Supporting Statement A_Generic Clearance for Collection of Qualitative Feedback v5.docx	Supporting Statement A	Uploaded 2016-08-03	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
227293	NPPD IT Operations and Services Management Division Customer Satisfaction Survey	Form and Instruction	New
226961	US-CERT Website Feedback	Form and Instruction	New
223372	ISCD Feedback Questionnaire	Form	New
223365	NPPD Analysis Customer Feedback Survey V2	Form	New
219499	NPPD Office of Human Capital (OHC) Customer Service Survey	Other-Online Survey	Unchanged
214619	NPPD Analysis Customer Feedback Survey	Other-Feedback Survey	Unchanged

ICR Details

OMB Control No: 1670-0027	ICR Reference No: 201608-1670-001
Status: Historical Active	Previous ICR Reference No: 201406-1670-003
Agency/Subagency: DHS/CISA	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 without change	Conclusion Date: 08/29/2016
	Date Received in OIRA: 08/10/2016
Terms of Clearance: Previous terms of clearance continue to apply.

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2017	10/31/2017	10/31/2017
Responses	75,080	0	14,080
Time Burden (Hours)	9,445	0	7,920
Cost Burden (Dollars)	0	0	0

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Abstract: Executive Order 12862 directs Federal agencies to provide service to the public that matches or exceeds the best service available in the private sector. In order to work continuously to ensure that our programs are effective and meet our customers' needs, National Protection and Programs Directorate (hereafter "the Agency") seeks to obtain OMB approval of a generic clearance to collect qualitative feedback on our service delivery. By qualitative feedback we mean information that provides useful insights on perceptions and opinions, but are 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 Agency 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 the Agency's programs. This feedback will provide insights into customer 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 Agency and its customers 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:
	78 FR 244	12/19/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 96	05/19/2014
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 6

table that charts list of burden

IC Title	Form No.	Form Name
NPPD Office of Human Capital (OHC) Customer Service Survey
NPPD Analysis Customer Feedback Survey V2	NA	NPPD Analysis Customer Feedback Survey V2
US-CERT Website Feedback	Website Feedback Form, Product Feedback Form	n/a ,   n/a
ISCD Feedback Questionnaire	NA, NA	ISCD Feedback Questionnaire 12.30.15 ,   ISCD Feedback Questionnaire 12.30.15 Survey Monkey Screen Shots
NPPD Analysis Customer Feedback Survey
NPPD IT Operations and Services Management Division Customer Satisfaction Survey	n/a	n/a

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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	75,080	14,080	0	0	61,000	0
Annual Time Burden (Hours)	9,445	7,920	0	0	1,525	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:

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Annual Cost to Federal Government: $200,000

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]? 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

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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: 08/10/2016

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