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. The collection is voluntary reporting and
disclosure. FMCSA's customers and stakeholders are the respondents
and the information is received by FMCSA at DOT. The frequency of
the collection is as needed. The information collected is to
collect qualitative feedback on our service delivery. This
information 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. The purpose of
the collection is so that 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. This
feedback will provide insights into customer and 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. They will also allow
feedback to contribute directly to the improvement of program
management. The total annual burden hours being requested for this
renewal is 2,233 hours. A decrease of 8,117 burden hours is shown
in the ROCIS ICR Summary of Burden Table because in the previous
ICR renewal the total hours over a 3-year period, 10,350 hours, was
inadvertently requested instead of requesting the 3,450 annualized
hours. The corrected decrease would have been 1,217 hours (3,450
annual hours – 2,233 annual hours). The difference between the
hours of the renewal request and previously OMB approved request is
due to the discontinuance of the Customer Satisfaction Survey
(outreach materials) and the addition of the annual ART Forum Topic
Selection and Art Forum Evaluation (using paper-based and web-based
means) surveys. There is also a decrease of 39,030 responses
(51,300 previously approved responses - 12,270 current renewal
responses). Additionally, there is a decrease in the non-hour costs
of $1,470 in costs to respondents. This is a result of the
discontinuance of mailing surveys. With the ICR renewal,
respondents will not incur any non-hour costs. The expected annual
cost to the Federal Government decreased from $200,800 annually to
$137,076, due to the cost difference in the discontinuation of the
Customer Satisfaction Survey and implementation of the ART Forum
contracts.
EO: EO
12862 Name/Subject of EO: Setting Customer Service Standards
EO: EO 13571 Name/Subject of EO: Streamlining Service
Delivery and Improving Customer Service
The total annual burden hours
being requested for this renewal is 2,233 hours. A decrease of
8,117 burden hours is shown in the ROCIS ICR Summary of Burden
Table because in the previous ICR renewal the total hours over a
3-year period, 10,350 hours, was inadvertently requested instead of
requesting the 3,450 annualized hours. The corrected decrease would
have been 1,217 hours (3,450 annual hours – 2,233 annual hours).
The difference between the hours of the renewal request and
previously OMB approved request is due to the discontinuance of the
Customer Satisfaction Survey (outreach materials) and the addition
of the annual ART Forum Topic Selection and Art Forum Evaluation
(using paper-based and web-based means) surveys. There is also a
decrease of 39,030 responses (51,300 previously approved responses
- 12,270 current renewal responses). Additionally, there is a
decrease in the non-hour costs of $1,470 in costs to respondents.
This is a result of the discontinuance of mailing surveys. With the
ICR renewal, respondents will not incur any non-hour costs. The
expected annual cost to the Federal Government decreased from
$200,800 annually to $137,076, due to the cost difference in the
discontinuation of the Customer Satisfaction Survey and
implementation of the ART Forum contracts.
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.
PRA 2126-0049 SS Part A GenericClearance.doc
PRA-2126-0049 SS PartB GenericClearance.docx
R&T Website Use and Satisfaction