FERC-153, Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery

Forms and Documents

Document Name	Status
FERC-153, Landowner Helpline Survey Form and Instruction	New
FERC-153, Electronic Hearing Process Survey Form and Instruction	New
FERC-153, Dispute Resolution Service Case Survey Form and Instruction	New
FERC-153 Justification.docx Justification for No Material/Nonsubstantive Change	2017-09-05
FERC-153 30-day notice (published) (revised burden).pdf Supplementary Document	2017-05-16
FERC-153 Generic Clearance Fast Track - Supporting Statement Part A (FERC 2017) revised burden.docx Supporting Statement A	2017-05-16
5 CFR 1320(b)(3).pdf Supplementary Document	2017-03-01
Generic Clearance Fast Track - Supporting Statement Part B (FERC 2017).doc Supporting Statement B	2017-03-01
Executive Order 12862 (Setting Customer Service Standards).pdf Supplementary Document	2017-03-01
FERC-153 60-day notice (published).pdf Supplementary Document	2017-03-01
FERC-153 30-day notice (published).pdf Supplementary Document	2017-03-01

IC Document Collections

IC ID	Document Title	Status
236121	eLibrary Web Search Modernization Surveys Instruction	New
229150	FERC-153, Landowner Helpline Survey Form and Instruction	New
229085	FERC-153, Electronic Hearing Process Survey Form and Instruction	New
229084	FERC-153, Dispute Resolution Service Case Survey Form and Instruction	New
225759	FERC-153, Generic Clearance	Removed

ICR Details

OMB Control No: 1902-0293	ICR Reference No: 201709-1902-002
Status: Historical Active	Previous ICR Reference No: 201702-1902-006
Agency/Subagency: FERC	Agency Tracking No: FERC-153
Title: FERC-153, 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 with change	Conclusion Date: 09/11/2017
	Date Received in OIRA: 09/05/2017
Terms of Clearance: Approved consistent with the following terms of clearance: FERC will submit to OMB an annual progress report summarizing actual burden, reporting results achieved. In the event that additional hours are required, FERC will need to submit a nonmaterial/nonsubstantive change in burden request for the overall Generic ICR. For each information collection that FERC undertakes, FERC will provide OMB a summary of objectives, specific burden estimates, and all final survey instruments. Each information collection must be entered into ROCIS as an IC. OMB will attempt to provide comments within ten days of official receipt of an individual clearance package. However, the FERC must receive explicit OMB approval prior to initiating any proposed collections under this clearance.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	06/30/2020	06/30/2020	06/30/2020
Responses	27,000	0	27,000
Time Burden (Hours)	4,500	0	4,500
Cost Burden (Dollars)	0	0	0

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Abstract: Improving agency programs requires ongoing assessment of service delivery, by which we mean systematic review of the operation of a program compared to a set of explicit or implicit standards, as a means of contributing to the continuous improvement of the program. The Agency will collect, analyze, and interpret information gathered through this generic clearance to identify strengths and weaknesses of current services and make improvements in service delivery based on feedback. The solicitation of feedback will target areas such as: timeliness, appropriateness, accuracy of information, courtesy, efficiency of service delivery, and resolution of issues with service delivery. Responses will be assessed to plan and inform efforts to improve or maintain the quality of service offered to the public. If this information is not collected, vital feedback from customers and stakeholders on the Agency’s services will be unavailable. The Agency will only submit a collection for approval under this generic clearance if it meets the following conditions: • Information gathered will be used only internally for general service improvement and program management purposes and is not intended for release outside of the agency (if released, procedures outlined in Question 16 wil be followed); • Information gathered will not be used for the purpose of substantially informing influential policy decisions ; • Information gathered will yield qualitative information; the collections will not be designed or expected to yield statistically reliable results or used as though the results are generalizable to the population of study ; • The collections are voluntary; • The collections are low-burden for respondents (based on considerations of total burden hours, total number of respondents, or burden-hours per respondent) and are low-cost for both the respondents and the Federal Government; • The collections are non-controversial and do not raise issues of concern to other Federal agencies; • Any collection is targeted to the solicitation of opinions from respondents who have experience with the program or may have experience with the program in the near future; and • With the exception of information needed to provide renumeration for participants of focus groups and cognitive laboratory studies, personally identifiable information (PII) is collected only to the extent necessary and is not retained.

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Authorizing Statute(s): None

Citations for New Statutory Requirements: EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards

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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:
	81 FR 70402	10/12/2016
30-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 835	01/04/2017
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 4

IC Title	Form No.	Form Name
eLibrary Web Search Modernization Surveys	N/A, N/A	eLibrary Web Search Modernization Customer Satisfaction survey (after Webinar) ,   eLibrary Web Search Modernization Customer Satisfaction survey (after Instructional Video)
FERC-153, Electronic Hearing Process Survey	N/A	Electronic Hearing Process Survey
FERC-153, Generic Clearance
FERC-153, Dispute Resolution Service Case Survey	N/A	Dispute Resolution Service Case Survey
FERC-153, Landowner Helpline Survey	N/A	Landowner Helpline Survey

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ICR Summary 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	27,000	27,000	0	0	0	0
Annual Time Burden (Hours)	4,500	4,500	0	0	0	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: $36,410

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     No

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     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: 09/05/2017

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