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

ICR 201708-1670-002

OMB: 1670-0027

Federal Form Document

ICR Details
1670-0027 201708-1670-002
Historical Active 201608-1670-001
DHS/CISA
Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
Extension without change of a currently approved collection   No
Regular
Approved without change 01/29/2018
Retrieve Notice of Action (NOA) 10/30/2017
Previous terms of clearance continue to apply.
  Inventory as of this Action Requested Previously Approved
01/31/2021 36 Months From Approved 01/31/2018
800,630 0 75,080
40,180 0 9,445
0 0 0

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.

EO: EO 12862 Name/Subject of EO: Setting Customer Service Stds
  
None

Not associated with rulemaking

  82 FR 21258 05/05/2017
82 FR 38927 08/16/2017
No

13
IC Title Form No. Form Name
Infrastructure Security Compliance Division (ISCD) Feedback Questionnaire n/a, n/a ISCD Feedback Questionnaire ,   ISCD Feedback Questionnaire
Stakeholder Feedback Surveys N/A, N/A, N/A, N/A, n/a, n/a Cross-Sector Events Feedback Survey ,   Information Sharing Engagement Feedback Survey ,   Partnership Feedback Survey ,   Product or Tool Feedback Survey ,   HSIN-CI Feedback ,   CSA Program Stakeholder Survey
CISA Website Feedback Survey n/a Website Feedback Survey
NPPD Feedback Surveys n/a, n/a NCCAD Customer Feedback Survey ,   NICCS Website Survey Updated
CISA Partner Satisfication Survey n/a CISA Partner Satisfication Survey
NPPD Evaluation Surveys n/a, n/a, n/a, n/a, n/a NPPD Event Evaluation Survey ,   NPPD Event Session Evaluation Survey ,   NPPD Presenter Evaluation Survey ,   NPPD Webinar Evaluation Survey ,   NPPD IT Support Employee Evaluation Survey
NIST Framework Utilization Survey n/a NIST Framework Utilization Survey
Product Feedback Surveys n/a, n/a, n/a, n/a, n/a NICCS Website Feedback Survey ,   US-CERT.gov_Product Feedback From ,   US-CERT.gov Website Feedback Survey ,   NPPD Analysis Survey ,   OCIA Industry Solicitation Survey
CISA Reporting Surveys n/a, n/a CISA Reporting Survey ,   CISA Stakeholder Survey
NPPD Customer Service Survey n/a NPPD Customer Service Survey
FedVTE Feedback Survey n/a FedVTE Survey
Customer Feedback Surveys n/a, n/a, n/a, n/a, n/a Administrative Support Division (ASD) Customer Service Survey ,   Human Capital Customer Service Survey ,   IT Operations and Services Management (ITOSM) Customer Service Survey ,   Office of Procurement Customer Service Survey ,   NPPD Management Customer Service Survey
CS&C Event Evaluation Survey n/a CS&C Event Evaluation Survey

  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 800,630 75,080 0 0 725,550 0
Annual Time Burden (Hours) 40,180 9,445 0 0 30,735 0
Annual Cost Burden (Dollars) 0 0 0 0 0 0
No
No
There are no changes to the scope of the generic clearance. The burden calculations were updated to increase the requested burden hours and responses to account for surveys expected to be conducted.

$200,000
No
    No
    No
No
No
No
Uncollected
Molly Stasko 202 868-2972 [email protected]

  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:
 
 
 
 
 
 
 
    (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;
 
 
 
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.
10/30/2017


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