JUSTIFICATION FOR NONMATERIAL/NONSUBSTANTIVE CHANGE
Clearance for the Collection of Qualitative Feedback
on Agency Service Delivery
OMB Control Number 0651-0080
Background
Executive Order 12862 (http://www.archives.gov/federal-register/executive-orders/pdf/12862.pdf) 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 programs are effective and meet our customers’ needs, the United States Patent and Trademark Office USPTO has obtained OMB approval of a generic clearance that collects qualitative feedback on Agency service delivery.
Collecting feedback allows for the Agency to have a pulse on customer satisfaction and adjust where necessary to meet and exceed expectations. It provides for an ongoing, collaborative, and actionable communication between the Agency and its customers and stakeholders. It enables the Agency to garner customer and stakeholder feedback in an efficient, timely manner. The information collected from USPTO customers and stakeholders helps to ensure that users have an opportunity to convey their experience with the Agency’s programs.
The request is to update the respondents and burden hours in response to increased stakeholder need.
Respondents
Item |
Currently Approved Respondents |
Proposed Respondents |
Respondent Increase |
Customer Surveys |
20,000 |
60,000 |
40,000 |
Questionnaires/Customer Comment Cards/ Complaint Forms |
300 |
1,000 |
700 |
Focus Groups/ Interviews |
6,000 |
10,000 |
4,000 |
Small Discussion Groups |
600 |
1,200 |
600 |
Usability Tests (In-person observation (i.e., Website/ Software) |
1,000 |
15,000 |
14,000 |
Totals |
27,900 |
87,200 |
59,300 |
Burden Hours
Item |
Currently Approved Hours |
Proposed Hours |
Hour Increase |
Customer Surveys |
1,667 |
5,000 |
3,333 |
Questionnaires/Customer Comment Cards/ Complaint Forms |
25 |
80 |
55 |
Focus Groups/ Interviews |
1,500 |
2,500 |
1,000 |
Small Discussion Groups |
1,200 |
2,400 |
1,200 |
Usability Tests (In-person observation (i.e., Website/ Software) |
667 |
10,000 |
9,333 |
Totals |
5,059 |
19,980 |
14,921 |
Summary of Changes
The increase of 59,300 in responses and 14,891 hours is on account of the changes in agency estimates.
Changes in Burden
Burden Type |
Currently Approved |
Proposed Change |
New Estimate |
Respondents |
27,900 |
59,300 |
87,200 |
Burden Hours |
5,059 |
14,921 |
19,980 |
Non-hour costs |
$0.00 |
$0.00 |
$0.00 |
The 0651-0080 revised total burden is as follows:
87,200 respondents
19,980 burden hours
$0.00 in annual (non-hour) fees
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| Author | Hall, Drew (AMBIT) |
| File Modified | 0000-00-00 |
| File Created | 2021-01-22 |