Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
TSDR API User Survey	Form	New	Repair queued
Survey	Form	New	Repair queued
DOC ICR Template_A11 Section 280 Clearance.docx	Supplementary Document	Uploaded 2020-07-30	Available
Supporting Statement B - DOC A 11 Section 280 Improving Customer Experience.docx	Supporting Statement B	Uploaded 2020-07-30	Available
Supporting Statement A - DOC A 11 Section 280 Improving Customer Experience (OMB Passback 2020-09-22).docx	Supporting Statement A	Uploaded 2020-09-22	Available

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
262126	Census Bureau A-11 Web Customer Feedback Survey – Data dissemination service	Other-Survey	New
261712	Qualitative Research for the Development of ITA Customer Persona	Other-Interview Script	New
260881	EDA Building Better Regions Community of Practice Year 1 Outcomes Survey Final	Other-Survey	New
259471	Census Bureau A-11 Web Customer Feedback Survey	Other-Survey	New
258994	Feedback collection via interviews of trade.gov website users	Other-Informed Consent	New
257360	EDA Office of Innovation & Entrepreneurship (OIE) Customer Experience and Service Design Research Survey	Other-Survey	New
256735	BEA eFile Customer Feedback Survey	Other-Solicitation Email	New
256645	EDA Office of Innovation & Entrepreneurship (OIE) Customer Experience and Service Design Research Interviews	Other-Survey	New
253113	Trademark Outreach and Education Events Survey	Other-Screenshots	New
251265	Virtual Assistant Survey	Other-Screenshot	New
250742	Trademark Electronic Search System (TESS) Survey	Other-Question List	New
248343	USPTO Trademark Registration Certificate Survey	Other-Survey	New
248017	Trademark Status and Document Retrieval (TSDR) application programming interface (API) survey	Form	New	TSDR API User Survey
248017	Trademark Status and Document Retrieval (TSDR) application programming interface (API) survey	Other-Screenshot	New
246932	Trademarks Authenticated Login Usability Testing	Other-Discussion Guide	New
246727	Trademark Outreach and Education Events Survey	Form	New	Survey
246727	Trademark Outreach and Education Events Survey	Other-Invitation Email	New
245513	Trademark Electronic Application System (TEAS) Survey	Other-Question List	New
244073	Office Action Quality Survey for Trademarks	Other-USPTO Copy of TM-Office Action Survey Application Serial N	New
243801	USPTO Website on Desktop Survey	Other-USPTO-WebsiteDesktop-QuestionList	New
243800	Trademark Application Prosecution – Office Actions Survey	Other-USPTO-Trademarks-OfficeAction-QuestionList	New
243799	Trademark Assistance Center Feedback	Other-USPTO-TM-TrademarkAssistanceCenter-QuestionList	New
243797	USPTO Website on Mobile Survey	Other-USPTO-WebsiteMobile-QuestionList	New
243796	USPTO Patent, OCIO and OCFO Contact Centers Survey	Other-Copy of USPTO, Patent OCIO and OCFO Contact Centers Questi	New
243784	Authenticated Digital Experience (formerly titled the "MyUSPTO.gov" survey)	Other-Copy of MyUSPTO Desktop Informational Question List	New

ICR Details

OMB Control No: 0690-0035	ICR Reference No: 202007-0690-004
Status: Historical Active	Previous ICR Reference No:
Agency/Subagency: DOC/OS	Agency Tracking No:
Title: Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280
Type of Information Collection: New collection (Request for a new OMB Control Number)	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 09/23/2020
Retrieve Notice of Action (NOA)	Date Received in OIRA: 08/11/2020
Terms of Clearance: Supporting statement updated to reflect DOC components authorized to use this collection: The following Agency Bureaus and offices will be authorized to use this Generic Clearance: Bureau of Industry and Security (BIS); U.S. Census Bureau (Census); Economic Development Administration (EDA); Economics and Statistics Administration (ESA); International Trade Administration (ITA); Minority Business Development Agency (MBDA); National Institute of Standards and Technology (NIST); National Technical Information Service (NTIS); National Telecommunications and Information Administration (NTIA); United States Patent and Trademark Office (USPTO); and the Office of the Secretary (OS).

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	09/30/2023	36 Months From Approved
Responses	752,925	0	0
Time Burden (Hours)	55,471	0	0
Cost Burden (Dollars)	0	0	0

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Abstract: In March 2018, the Administration of President Trump launched the President’s Management Agenda (PMA) and established new Cross-Agency Priority (CAP) Goals. Excellent service was established as a core component of the mission, service, stewardship model that frames the entire PMA, embedding a customer-focused approach in all of the PMA’s initiatives. This model was also included in the 2018 update of the Federal Performance Framework in Circular A-11, ensuring ‘excellent service’ as a focus in future agency strategic planning efforts. The PMA included a CAP Goal on Improving Customer Experience with Federal Services, with a primary strategy to drive improvements within 25 of the nation’s highest impact programs. This effort is supported by an interagency team and guidance in Circular A-11 requiring the collection of customer feedback data and increasing the use of industry best practices to conduct customer research.

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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:
	85 FR 33085	06/01/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 47341	08/05/2020
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 23

table that charts list of burden

IC Title	Form No.	Form Name
Authenticated Digital Experience (formerly titled the "MyUSPTO.gov" survey)
BEA eFile Customer Feedback Survey
Census Bureau A-11 Web Customer Feedback Survey
Census Bureau A-11 Web Customer Feedback Survey – Data dissemination service
EDA Building Better Regions Community of Practice Year 1 Outcomes Survey Final
EDA Office of Innovation & Entrepreneurship (OIE) Customer Experience and Service Design Research Interviews
EDA Office of Innovation & Entrepreneurship (OIE) Customer Experience and Service Design Research Survey
Feedback collection via interviews of trade.gov website users
Office Action Quality Survey for Trademarks
Qualitative Research for the Development of ITA Customer Persona
Trademark Application Prosecution – Office Actions Survey
Trademark Assistance Center Feedback
Trademark Electronic Application System (TEAS) Survey
Trademark Electronic Search System (TESS) Survey
Trademark Outreach and Education Events Survey
Trademark Outreach and Education Events Survey	None	Survey
Trademark Status and Document Retrieval (TSDR) application programming interface (API) survey	None	TSDR API User Survey
Trademarks Authenticated Login Usability Testing
USPTO Patent, OCIO and OCFO Contact Centers Survey
USPTO Trademark Registration Certificate Survey
USPTO Website on Desktop Survey
USPTO Website on Mobile Survey
Virtual Assistant Survey

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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	752,925	0	0	752,925	0	0
Annual Time Burden (Hours)	55,471	0	0	55,471	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: This is a new collection.

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Annual Cost to Federal Government:

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.     Yes

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.     Yes

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

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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: 08/11/2020

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