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

Forms and Documents

Document Name	Status
User Research and Testing for Data Transparency Office Products Form	Unchanged
1530-0023 PART A-Supporting Statement (FS-2020).docx Supporting Statement A	2020-10-22
Generic Clearance Submission Template.doc Supplementary Document	2014-05-29
1530-0023 PART B-Supporting Statement.docx Supporting Statement B	2020-10-13

IC Document Collections

IC ID	Document Title	Status
243283	Online Community to solicit customer experience feedback for TRIM Other-Research Screener	Removed
240730	EFTPS Bulk Provider Survey Other-Survey	Unchanged
240092	User Research and Testing for Data Transparency Office Products Form	Unchanged
239900	Website Customer Satisfaction Survey Other-survey questions	Unchanged
238802	Unified Call Center Inbound Cross Servicing Journey Map Debtor Survey Other-Survey Script	Unchanged
236642	Direct Express New Cardholder Satisfaction with Customer Service via IVR Survey Other-Draft Survey Script and Questions	Modified
233608	2018 Direct Express Cardholder Survery Other-Follow-up Interview	Removed
230233	2018 Treasury Auction Satisfaction Survey Other-Survey	Removed
229091	2017 Direct Express® Cardholder Satisfaction and Usage Tracking Survey Other-Survey	Removed

ICR Details

OMB Control No: 1530-0023	ICR Reference No: 202010-1530-001
Status: Received in OIRA	Previous ICR Reference No: 201707-1530-001
Agency/Subagency: TREAS/FISCAL	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 11/30/2020

	Requested	Previously Approved
Expiration Date	36 Months From Approved	01/31/2021
Responses	75,000	50,000
Time Burden (Hours)	12,000	10,000
Cost Burden (Dollars)	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.

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

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 40382	07/06/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 75409	11/25/2020
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 5

IC Title	Form No.	Form Name
2018 Treasury Auction Satisfaction Survey
Online Community to solicit customer experience feedback for TRIM
Direct Express New Cardholder Satisfaction with Customer Service via IVR Survey
Unified Call Center Inbound Cross Servicing Journey Map Debtor Survey
EFTPS Bulk Provider Survey
User Research and Testing for Data Transparency Office Products	n/a	User Testing Sign Up Form
Website Customer Satisfaction Survey
2017 Direct Express® Cardholder Satisfaction and Usage Tracking Survey
2018 Direct Express Cardholder Survery

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ICR Summary of Burden

	Total Request	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	75,000	50,000	0	0	25,000	0
Annual Time Burden (Hours)	12,000	10,000	0	0	2,000	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: The increase to the reported respondents and hours is due to an examination of the requested responses to recently conducted activities approved under this generic collection. The increase of 25,000 respondents and 2,000 hours is an adjustment in agency estimate for a total of 75,000 burden hours and 12,000 hours requested.

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Annual Cost to Federal Government: $48,189

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? 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: 11/30/2020

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