Generic Clearance for Improving Customer Experience; Central Survey Tool for OMB Circular A-11, Section 280 Implementation

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Non-Substantive Change Request-11.1.19.docx	Justification for No Material/Nonsubstantive Change	Uploaded 2019-11-01	Available
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience_ACB.docx	Supporting Statement B	Uploaded 2019-09-13	Available
Supporting Statement A for Agencies_A 11 Section 280 Improving Customer Experience_ACB.docx	Supporting Statement A	Uploaded 2019-09-13	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
255332	Work With USAID Customer Survey -- Req, 23	Other-Web-based; survey	New
254168	Work with USAID.org Customer Survey -- Req. 22	Other-Web-based survey	New
254037	USAGov User Research Participant Database -- Req 21	Other-Web based/telephone	New
253717	Life Experiences Feedback from the Public (Version Two)--Req. 20	Other-Web-based or other forms of Social Media	New
253566	Project Review Customer Experience on fws.gov--Req. 19	Other-Web-based or other forms of Social Media	New
253295	Recreational Trip Planning on fws.gov--Req. 18	Other-Web-based or other forms of Social Media	New
253294	User Experience Feedback on fws.gov --Req. 17	Other-Web-based or other forms of Social Media	New
252584	Life Experiences Feedback from the Public -- Req. 16	Other-Web-based or other forms of social media	New
250896	HHS_CMS ServiceNow Case Survey--Req 15	Other-	New
250806	President's Management Agenda (PMA) Learning Agenda Input--Req 14	Other-Comment Box	New
249845	FEMA Disaster Recovery Center Exit Survey - Req. 13	Other-Web Survey	New
245254	FHA Website Satisfaction and Feedback	Other-Survey	New
245170	HUD FHA Resource Center – National Servicing Center-Internal--Req. 12	Other-Survey	New
245168	HUD FHA Resource Center Surveys – National Servicing Center (External)	Other-Survey	New
244730	HUD: Fair Housing and Equal Opportunity--Req 10	Other-Web Survey	New
243762	MAPPING THE CROSS-AGENCY CUSTOMER EXPERIENCE JOURNEY: A collaboration of more than 10 Federal agencies led by the Customer Experience (CX) Cross-Agency Priority Goal Team--Req 9	Other-Survey	New
239904	HUD Field Management--Req 8	Other-Survey	New
239723	DHS Travelers Communications Center-Req 7	Other-Survey	New
238524	OSHA New VPP Participant Survey--Req 5	Other-Survey	New
238412	OSHA Annual VPP Participant Survey--Req 4	Other-Survey	New
238384	EPA RCRA Info Web Data Access Feedback--Req 6	Other-Survey	New
238381	HUD FAQ Website--Req 3	Other-Web Survey	New
238379	HUD Homeownership Centers--Req-2	Other-Survey	New
238378	HUD FHA Resource Centers--Req 1	Other-Survey	New
238359	Generic Clearance for Improving Customer Experience; Central Survey Tool for OMB Circular A-11, Section 280 Implementation	Other-Survey	Modified

ICR Details

OMB Control No: 3090-0321	ICR Reference No: 201911-3090-002
Status: Historical Active	Previous ICR Reference No: 201909-3090-003
Agency/Subagency: GSA	Agency Tracking No:
Title: Generic Clearance for Improving Customer Experience; Central Survey Tool for OMB Circular A-11, Section 280 Implementation
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 without change	Conclusion Date: 11/01/2019
Retrieve Notice of Action (NOA)	Date Received in OIRA: 11/01/2019
Terms of Clearance: OMB approves this collection for a period of three years. To request approval of information collections under this generic approval, GSA must do the following for each individual request 1) Unless the agency is using multiple modes of collection (e.g. paper and electronic submissions), provide a generic clearance template for each submission; 2) each submission template must be uploaded as a supplementary document using a naming convention that allows the public to identify the associated instrumen

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2022	10/31/2022	10/31/2022
Responses	40,000,001	0	40,000,000
Time Burden (Hours)	2,000,000	0	2,000,000
Cost Burden (Dollars)	0	0	0

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Abstract: This new request will enable the General Services Administration to act in accordance with OMB Circular A-11 Section 280, to ultimately transform the experience of Federal customers by gathering customer feedback to support Federal entities to improve both efficiency and mission delivery, and increase accountability by communicating about these efforts with the public.

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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 31868	07/03/2019
30-day Notice:	Federal Register Citation:	Citation Date:
	84 FR 48355	09/13/2019
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 25

table that charts list of burden

IC Title	Form No.	Form Name
DHS Travelers Communications Center-Req 7
EPA RCRA Info Web Data Access Feedback--Req 6
FEMA Disaster Recovery Center Exit Survey - Req. 13
FHA Website Satisfaction and Feedback
Generic Clearance for Improving Customer Experience; Central Survey Tool for OMB Circular A-11, Section 280 Implementation
HHS_CMS ServiceNow Case Survey--Req 15
HUD FAQ Website--Req 3
HUD FHA Resource Center Surveys – National Servicing Center (External)
HUD FHA Resource Center – National Servicing Center-Internal--Req. 12
HUD FHA Resource Centers--Req 1
HUD Field Management--Req 8
HUD Homeownership Centers--Req-2
HUD: Fair Housing and Equal Opportunity--Req 10
Life Experiences Feedback from the Public (Version Two)--Req. 20
Life Experiences Feedback from the Public -- Req. 16
MAPPING THE CROSS-AGENCY CUSTOMER EXPERIENCE JOURNEY: A collaboration of more than 10 Federal agencies led by the Customer Experience (CX) Cross-Agency Priority Goal Team--Req 9
OSHA Annual VPP Participant Survey--Req 4
OSHA New VPP Participant Survey--Req 5
President's Management Agenda (PMA) Learning Agenda Input--Req 14
Project Review Customer Experience on fws.gov--Req. 19
Recreational Trip Planning on fws.gov--Req. 18
USAGov User Research Participant Database -- Req 21
User Experience Feedback on fws.gov --Req. 17
Work With USAID Customer Survey -- Req, 23
Work with USAID.org Customer Survey -- Req. 22

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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	40,000,001	40,000,000	0	1	0	0
Annual Time Burden (Hours)	2,000,000	2,000,000	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: $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: 11/01/2019

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