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

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Website Feedback Survey	Form and Instruction	Unchanged	Available
NIST Framework Utilization Survey	Form and Instruction	Unchanged	Available
FedVTE Survey	Form	Unchanged	Available
CISA Partner Satisfication Survey	Form and Instruction	Unchanged	Available
CISA Stakeholder Survey	Form	Unchanged	Available
CISA Reporting Survey	Form	Unchanged	Available
NPPD Webinar Evaluation Survey	Form and Instruction	Unchanged	Available
NPPD Presenter Evaluation Survey	Form and Instruction	Unchanged	Available
NPPD Event Session Evaluation Survey	Form and Instruction	Unchanged	Available
NPPD Event Evaluation Survey	Form and Instruction	Unchanged	Available
NPPD IT Support Employee Evaluation Survey	Form and Instruction	Unchanged	Available
CS&C Event Evaluation Survey	Form	Unchanged	Available
NICCS Website Survey Updated	Form	Unchanged	Available
NCCAD Customer Feedback Survey	Form	Unchanged	Available
NPPD Customer Service Survey	Form	Unchanged	Available
NPPD Management Customer Service Survey	Form	Unchanged	Available
Office of Procurement Customer Service Survey	Form	Unchanged	Available
IT Operations and Services Management (ITOSM) Customer Service Survey	Form	Unchanged	Available
Human Capital Customer Service Survey	Form	Unchanged	Available
Administrative Support Division (ASD) Customer Service Survey	Form	Unchanged	Available
OCIA Industry Solicitation Survey	Form	Unchanged	Available
NPPD Analysis Survey	Form	Unchanged	Available
US-CERT.gov Website Feedback Survey	Form	Unchanged	Available
US-CERT.gov_Product Feedback From	Form	Unchanged	Available
NICCS Website Feedback Survey	Form	Unchanged	Available
CSA Program Stakeholder Survey	Form	Unchanged	Available
HSIN-CI Feedback	Form	Unchanged	Available
Product or Tool Feedback Survey	Form	Unchanged	Available
Partnership Feedback Survey	Form	Unchanged	Available
Information Sharing Engagement Feedback Survey	Form	Unchanged	Available
Cross-Sector Events Feedback Survey	Form	Unchanged	Available
ISCD Feedback Questionnaire	Form	Unchanged	Available
ISCD Feedback Questionnaire	Form	Unchanged	Available
OMB Form 83-C_1670-0027_Generic Clearance.pdf	Justification for No Material/Nonsubstantive Change	Uploaded 2020-01-13	Available
EO 12862.pdf	Supplementary Document	Uploaded 2017-08-28	Available
1670-0027_Supporting Statement B_Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery.doc	Supporting Statement B	Uploaded 2017-08-28	Available
1670-0027_SS-A_Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery_Change Request.docx	Supporting Statement A	Uploaded 2019-12-23	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
237858	CISA Website Feedback Survey	Form and Instruction	Unchanged	Website Feedback Survey
237073	NIST Framework Utilization Survey	Form and Instruction	Unchanged	NIST Framework Utilization Survey
235919	FedVTE Feedback Survey	Form	Unchanged	FedVTE Survey
234847	CISA Partner Satisfication Survey	Form and Instruction	Unchanged	CISA Partner Satisfication Survey
234037	CISA Reporting Surveys	Form	Unchanged	CISA Stakeholder Survey
234037	CISA Reporting Surveys	Form	Unchanged	CISA Reporting Survey
232900	NPPD Evaluation Surveys	Form and Instruction	Unchanged	NPPD Webinar Evaluation Survey
232900	NPPD Evaluation Surveys	Form and Instruction	Unchanged	NPPD Presenter Evaluation Survey
232900	NPPD Evaluation Surveys	Form and Instruction	Unchanged	NPPD Event Session Evaluation Survey
232900	NPPD Evaluation Surveys	Form and Instruction	Unchanged	NPPD Event Evaluation Survey
232900	NPPD Evaluation Surveys	Form and Instruction	Unchanged	NPPD IT Support Employee Evaluation Survey
231781	CS&C Event Evaluation Survey	Form	Unchanged	CS&C Event Evaluation Survey
231585	NPPD Feedback Surveys	Form	Unchanged	NICCS Website Survey Updated
231585	NPPD Feedback Surveys	Form	Unchanged	NCCAD Customer Feedback Survey
230769	NPPD Customer Service Survey	Form	Unchanged	NPPD Customer Service Survey
230379	Customer Feedback Surveys	Form	Unchanged	NPPD Management Customer Service Survey
230379	Customer Feedback Surveys	Form	Unchanged	Office of Procurement Customer Service Survey
230379	Customer Feedback Surveys	Form	Unchanged	IT Operations and Services Management (ITOSM) Customer Service Survey
230379	Customer Feedback Surveys	Form	Unchanged	Human Capital Customer Service Survey
230379	Customer Feedback Surveys	Form	Unchanged	Administrative Support Division (ASD) Customer Service Survey
230196	Product Feedback Surveys	Form	Unchanged	OCIA Industry Solicitation Survey
230196	Product Feedback Surveys	Form	Unchanged	NPPD Analysis Survey
230196	Product Feedback Surveys	Form	Unchanged	US-CERT.gov Website Feedback Survey
230196	Product Feedback Surveys	Form	Unchanged	US-CERT.gov_Product Feedback From
230196	Product Feedback Surveys	Form	Unchanged	NICCS Website Feedback Survey
230106	Stakeholder Feedback Surveys	Form	Unchanged	CSA Program Stakeholder Survey
230106	Stakeholder Feedback Surveys	Form	Unchanged	HSIN-CI Feedback
230106	Stakeholder Feedback Surveys	Form	Unchanged	Product or Tool Feedback Survey
230106	Stakeholder Feedback Surveys	Form	Unchanged	Partnership Feedback Survey
230106	Stakeholder Feedback Surveys	Form	Unchanged	Information Sharing Engagement Feedback Survey
230106	Stakeholder Feedback Surveys	Form	Unchanged	Cross-Sector Events Feedback Survey
229882	Infrastructure Security Compliance Division (ISCD) Feedback Questionnaire	Form	Unchanged	ISCD Feedback Questionnaire
229882	Infrastructure Security Compliance Division (ISCD) Feedback Questionnaire	Form	Unchanged	ISCD Feedback Questionnaire

ICR Details

OMB Control No: 1670-0027	ICR Reference No: 201912-1670-001
Status: Historical Active	Previous ICR Reference No: 201708-1670-002
Agency/Subagency: DHS/CISA	Agency Tracking No:
Title: 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 without change	Conclusion Date: 07/23/2020
Retrieve Notice of Action (NOA)	Date Received in OIRA: 01/29/2020
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	01/31/2021	01/31/2021	01/31/2021
Responses	10,500,630	0	800,630
Time Burden (Hours)	525,180	0	40,180
Cost Burden (Dollars)	0	0	0

---

Abstract: 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.

---

Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Stds
  

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 21258	05/05/2017
30-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 38927	08/16/2017
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 13

table that charts list of burden

IC Title	Form No.	Form Name
CISA Partner Satisfication Survey	n/a	CISA Partner Satisfication Survey
CISA Reporting Surveys	n/a, n/a	CISA Reporting Survey ,   CISA Stakeholder Survey
CISA Website Feedback Survey	n/a	Website Feedback Survey
CS&C Event Evaluation Survey	n/a	CS&C Event Evaluation 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
FedVTE Feedback Survey	n/a	FedVTE Survey
Infrastructure Security Compliance Division (ISCD) Feedback Questionnaire	n/a, n/a	ISCD Feedback Questionnaire ,   ISCD Feedback Questionnaire
NIST Framework Utilization Survey	n/a	NIST Framework Utilization Survey
NPPD Customer Service Survey	n/a	NPPD Customer Service Survey
NPPD Evaluation Surveys	n/a, n/a, n/a, n/a, n/a	NPPD IT Support Employee Evaluation Survey ,   NPPD Event Evaluation Survey ,   NPPD Event Session Evaluation Survey ,   NPPD Presenter Evaluation Survey ,   NPPD Webinar Evaluation Survey
NPPD Feedback Surveys	n/a, n/a	NCCAD Customer Feedback Survey ,   NICCS Website Survey Updated
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
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

---

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	10,500,630	800,630	0	9,700,000	0	0
Annual Time Burden (Hours)	525,180	40,180	0	485,000	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: CISA is increasing the uses of surveys to obtain greater feedback from the public, the increased use requires a larger approved bank of responses and burden hours. Also, updating package to change name from NPPD to CISA.

---

Annual Cost to Federal Government: $200,000

Does this IC contain surveys, censuses, or employ statistical methods? No

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? No

---

Common Form ICR:  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:

(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: 01/29/2020

---