Generic Clearance for SBA Customer Experience Data Collections

Forms and Documents

Document Name	Status
Justification for change to IC 3245-0404.docx Justification for No Material/Nonsubstantive Change	2020-03-24
3245-Generic Memorandum 1-6-2020.pdf Supplementary Document	2020-01-06
3245-Generic Supporting Stmt B_A-11 Sec. 280 Improving Customer Experience 1-6-2020.docx Supporting Statement B	2020-01-06
3245-Generic Supporting Stmt A_A-11 Sec. 280 Improving Customer Experience 1-6-2020.docx Supporting Statement A	2020-01-06

IC Document Collections

IC ID	Document Title	Status
244304	Customer Feedback on the Office of Disaster Assistance Mitigation Increase Option Other-Circular A-11 Customer Feedback	New
243006	SBA District Office Customer Satisfaction Survey Other-Survey	New
241150	(SBA)– Office of Field Operations (OFO) Customer Experience Data Other-Data Evaluation	New
241109	State Trade Expansion Program (STEP) Other-STEP Evaluation	New
239174	Generic Clearance for SBA Customer Experience Data Collections Other-Informed Consent Form	Removed

ICR Details

OMB Control No: 3245-0404	ICR Reference No: 202003-3245-003
Status: Active	Previous ICR Reference No: 202001-3245-001
Agency/Subagency: SBA	Agency Tracking No:
Title: Generic Clearance for SBA Customer Experience Data Collections
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: 04/02/2020
	Date Received in OIRA: 03/24/2020
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	02/28/2021	02/28/2021	02/28/2021
Responses	501,550	0	501,550
Time Burden (Hours)	251,125	0	251,125
Cost Burden (Dollars)	11,049,500	0	11,049,500

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Abstract: The U.S. Small Business Administration will collect, analyze, and interpret information gathered through this generic clearance to identify services’ accessibility, navigation, and use by customers, and make improvements in service delivery based on customer insights gathered through developing an understanding of the user experience interacting with Government.

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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 33113	07/11/2019
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 2987	01/02/2020
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
State Trade Expansion Program (STEP)
Customer Feedback on the Office of Disaster Assistance Mitigation Increase Option
SBA District Office Customer Satisfaction Survey
(SBA)– Office of Field Operations (OFO) Customer Experience Data
Generic Clearance for SBA Customer Experience Data Collections

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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	501,550	501,550	0	0	0	0
Annual Time Burden (Hours)	251,125	251,125	0	0	0	0
Annual Cost Burden (Dollars)	11,049,500	11,049,500	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: New Collection

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Annual Cost to Federal Government:

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: 03/24/2020

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