0651-0080 CWS May 2017

0651-0080 CWS May 2017.docx

Clearance for the Collection of Qualitative Feedback

0651-0080 CWS May 2017

OMB: 0651-0080

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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 Typeapplication/vnd.openxmlformats-officedocument.wordprocessingml.document
AuthorHall, Drew (AMBIT)
File Modified0000-00-00
File Created2021-01-22

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