Collection of Qualitative Feedback through Focus Groups

Forms and Documents

Document Name	Status
Supporting Statement A - Focus Group 20210407.docx Supporting Statement A	2021-04-07
Terms of Clearance Acknowledgement.docx Supplementary Document	2021-03-23
Focus Group Supporting Statement (Part B).docx Supporting Statement B	2021-03-23
Generic Update Template.docx Supplementary Document	2018-01-04
Reference Citation.doc Supplementary Document	2018-01-04
1615-0126 EXT 30-day FRN 86FR16069 20210407.pdf Supplementary Document	2021-04-07
OMB-68-Generic Coll_60-Day-85 FR 74749_2020-25788.pdf Supplementary Document	2021-03-23

IC Document Collections

IC ID	Document Title	Status
249119	Omnichannel Automated Survey Tool	New

ICR Details

OMB Control No: 1615-0126	ICR Reference No: 202103-1615-013
Status: Received in OIRA	Previous ICR Reference No: 201908-1615-006
Agency/Subagency: DHS/USCIS	Agency Tracking No: G-1542
Title: Collection of Qualitative Feedback through Focus Groups
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: 05/07/2021

	Requested	Previously Approved
Expiration Date	36 Months From Approved	12/31/2021
Responses	25,000	3,000
Time Burden (Hours)	37,500	4,500
Cost Burden (Dollars)	0	0

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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, Department of Homeland Security/U.S. Citizenship and Immigration Services 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.

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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 74749	11/23/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	86 FR 18069	04/07/2021
Did the Agency receive public comments on this ICR? Yes

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Number of Information Collection (IC) in this ICR: 0

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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	25,000	3,000	0	0	22,000	0
Annual Time Burden (Hours)	37,500	4,500	0	0	33,000	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: In the 60-day FRN published on November 23, 2020, USCIS estimated the total number of respondents at 3,000. However, in this 30-day FRN, USCIS increased the estimated number of respondents to 25,000 in anticipation of higher survey participation rates. Susequently, there is an increase in the estimated annual burden hours reported in the last submission for this information collection due to an increase in the estimate number of respondents that USCIS anticipates will participate in surveys. There are no program changes.

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Annual Cost to Federal Government: $2,719,000

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

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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: 05/07/2021

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