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

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
3090-0297 - Supporting Statement-Part B (2) (1).docx	Supporting Statement B	Uploaded 2019-07-23	Available
3090-0297 - Supporting Statement_cet edits (1).docx	Supporting Statement A	Uploaded 2019-07-23	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
247264	2021 Supplier Relationship Management Survey	Other-Survey	New
246627	USAGov Contact Center English Telephone Service Customer Satisfaction Survey	Other-Survey	New
245445	GSA Advantage Transactional Survey	Other-Survey	New
245397	Transportation Audits Management System (TAMS) Application Survey	Other-Survey	New
245395	OSDBU Event Survey	Other-Survey	New
245074	GSA Auctions Website Survey (Annual Renewal February 2021)	Other-Survey	New
244352	USAccess Point Pilot Program	Other-Survey	New
244313	Req-33_Digital.Gov_Event Feedback Survey	Other-Survey	New
244229	Req-32_OSBDU Matchmaking Session Info Form	Other-Survey	New
243976	Catalog Management User Research--Req 31	Other-Survey	New
243975	GSA PPM Survey for MySales and GSAXcess--Rea 30	Other-Survey	New
243974	GSA PPM Application User Survey for GSA Auctions Website--Req. 29	Other-Survey	New
243499	USA.gov Website Page Level Comment Box Feedback Surveys	Other-Survey	New
243417	GSA.gov user-interviews	Other-Interview	New
243416	USA.gov Website Customer Satisfaction Feedback Surveys	Other-Survey	New
242986	CIC Feedback Survey--Req. 24	Other-Survey	New
242827	FY20 Supplier Relationship Management Survey – Follow-Up Interviews	Other-Interview	New
242557	FedRAMP Annual Survey FY20	Other-Survey	New
242391	GSA.gov Feedback Survey	Other-Survey	New
242390	Real Estate Sales Survey	Other-Survey	New
242389	Professional Services Forecasting Event Webinar Survey	Other-Survey	New
242388	NCSC (National Customer Service Center) Customer Satisfaction Survey	Other-Survey	New
242061	USAGov Contact Center Voluntary Customer Satisfaction Survey for Web Chat Customers	Other-Survey	New
242060	USAGov Contact Center Voluntary Customer Satisfaction Survey for Telephone Customers	Other-Survey	New
241907	2020 Supplier Relationship Management Survey	Other-Survey	New
241905	2020 GSA Customer Loyalty Survey	Other-	New
241320	NMCD Campaign Training Survey	Other-Survey	New
240717	GSA FAST2020 Training Conference Exhibitor Survey	Other-Survey	New
240651	GSA.gov Website Feedback Survey	Other-Survey	New
240001	INFORM 2.0 Industry Satisfaction Survey	Other-Survey	New
239279	GSA Auctions Website Survey (Annual Renewal February 2020) (Req-9)	Other-Survey	New
238936	FedRAMP Small Business Survey	Other-Survey	New
238774	Regulations.gov and Beta.Regulations.gov Feedback	Other-Survey	New
238566	PSC Supplier Relationship Management Transactional Survey	Other-Survey	New
237901	USA.gov Website Page Level Comment Box Feedback Surveys (Req-5)	Other-Survey	New
237900	USA.gov Website Customer Satisfaction Feedback Surveys (Req-4)	Other-Survey	New
237743	OPO Stakeholder Satisfaction Survey (Req-2)	Other-Survey	New
237655	GSA Advantage Transactional Survey (Req-1)	Other-Survey	New

ICR Details

OMB Control No: 3090-0297	ICR Reference No: 201907-3090-009
Status: Historical Active	Previous ICR Reference No: 201907-3090-008
Agency/Subagency: GSA	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (GSA)
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 08/26/2019
Retrieve Notice of Action (NOA)	Date Received in OIRA: 07/23/2019
Terms of Clearance: OMB approves this collection for a period of 3 years. To request approval of information collections under this generic approval, GSA must do the following: 1) Unless GSA is using multiple modes of collection (e.g. paper forms and electronic submissions), provide a Generic Clearance Submission Template for each instrument; 2) If GSA is using multiple modes of collection (e.g. paper forms and electronic submissions), the same Generic Clearance Submission Template may be used for both instruments; 3) each Generic Clearance Submission Template must be uploaded as a Supplementary document using a naming convention allowing the public to identify the associated instrument; 4) submit no more than five Generic Submission Templates with each request.

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	08/31/2022	36 Months From Approved	08/31/2019
Responses	208,075	0	160,082
Time Burden (Hours)	13,278	0	10,241
Cost Burden (Dollars)	0	0	0

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Abstract: 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.

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Authorizing Statute(s): None

Citations for New Statutory Requirements: None

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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:
	84 FR 18035	04/29/2019
30-day Notice:	Federal Register Citation:	Citation Date:
	84 FR 35387	07/23/2019
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 38

table that charts list of burden

IC Title	Form No.	Form Name
USA.gov Website Page Level Comment Box Feedback Surveys (Req-5)
2020 GSA Customer Loyalty Survey
2020 Supplier Relationship Management Survey
2021 Supplier Relationship Management Survey
CIC Feedback Survey--Req. 24
Catalog Management User Research--Req 31
FY20 Supplier Relationship Management Survey – Follow-Up Interviews
FedRAMP Annual Survey FY20
FedRAMP Small Business Survey
GSA Advantage Transactional Survey
GSA Advantage Transactional Survey (Req-1)
GSA Auctions Website Survey (Annual Renewal February 2020) (Req-9)
GSA Auctions Website Survey (Annual Renewal February 2021)
GSA FAST2020 Training Conference Exhibitor Survey
GSA PPM Application User Survey for GSA Auctions Website--Req. 29
GSA PPM Survey for MySales and GSAXcess--Rea 30
GSA.gov Feedback Survey
GSA.gov Website Feedback Survey
GSA.gov user-interviews
INFORM 2.0 Industry Satisfaction Survey
NCSC (National Customer Service Center) Customer Satisfaction Survey
NMCD Campaign Training Survey
OPO Stakeholder Satisfaction Survey (Req-2)
OSDBU Event Survey
PSC Supplier Relationship Management Transactional Survey
Professional Services Forecasting Event Webinar Survey
Real Estate Sales Survey
Regulations.gov and Beta.Regulations.gov Feedback
Req-32_OSBDU Matchmaking Session Info Form
Req-33_Digital.Gov_Event Feedback Survey
Transportation Audits Management System (TAMS) Application Survey
USA.gov Website Customer Satisfaction Feedback Surveys
USA.gov Website Customer Satisfaction Feedback Surveys (Req-4)
USA.gov Website Page Level Comment Box Feedback Surveys
USAGov Contact Center English Telephone Service Customer Satisfaction Survey
USAGov Contact Center Voluntary Customer Satisfaction Survey for Telephone Customers
USAGov Contact Center Voluntary Customer Satisfaction Survey for Web Chat Customers
USAccess Point Pilot Program

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ICR Summary of Burden

table that charts list 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	208,075	160,082	0	47,993	0	0
Annual Time Burden (Hours)	13,278	10,241	0	3,037	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: The request to increase the total number of responses and total burden hours is due to the Agency's increased participation in use of the collection. The agency will identify strengths and weaknesses of current services and make improvements in service delivery based on feedback.

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Annual Cost to Federal Government: $76,987

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: 07/23/2019

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