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

Forms and Documents

Document Name	Status
Non-Substantive Justification for GSA Burden Hour Increase.docx Justification for No Material/Nonsubstantive Change	2021-05-13
3090-0297 - Supporting Statement-Part B (2) (1).docx Supporting Statement B	2019-07-23
3090-0297 - Supporting Statement_cet edits (1).docx Supporting Statement A	2019-07-23

IC Document Collections

IC ID	Document Title	Status
247264	2021 Supplier Relationship Management Survey Other-Survey	Unchanged
246627	USAGov Contact Center English Telephone Service Customer Satisfaction Survey Other-Survey	Unchanged
245445	GSA Advantage Transactional Survey Other-Survey	Unchanged
245397	Transportation Audits Management System (TAMS) Application Survey Other-Survey	Unchanged
245395	OSDBU Event Survey Other-Survey	Unchanged
245074	GSA Auctions Website Survey (Annual Renewal February 2021) Other-Survey	Unchanged
244352	USAccess Point Pilot Program Other-Survey	Unchanged
244313	Req-33_Digital.Gov_Event Feedback Survey Other-Survey	Unchanged
244229	Req-32_OSBDU Matchmaking Session Info Form Other-Survey	Unchanged
243976	Catalog Management User Research--Req 31 Other-Survey	Unchanged
243975	GSA PPM Survey for MySales and GSAXcess--Rea 30 Other-Survey	Unchanged
243974	GSA PPM Application User Survey for GSA Auctions Website--Req. 29 Other-Survey	Unchanged
243499	USA.gov Website Page Level Comment Box Feedback Surveys Other-Survey	Unchanged
243417	GSA.gov user-interviews Other-Interview	Unchanged
243416	USA.gov Website Customer Satisfaction Feedback Surveys Other-Survey	Unchanged
242986	CIC Feedback Survey--Req. 24 Other-Survey	Unchanged
242827	FY20 Supplier Relationship Management Survey – Follow-Up Interviews Other-Interview	Unchanged
242557	FedRAMP Annual Survey FY20 Other-Survey	Unchanged
242391	GSA.gov Feedback Survey Other-Survey	Unchanged
242390	Real Estate Sales Survey Other-Survey	Unchanged
242389	Professional Services Forecasting Event Webinar Survey Other-Survey	Unchanged
242388	NCSC (National Customer Service Center) Customer Satisfaction Survey Other-Survey	Unchanged
242061	USAGov Contact Center Voluntary Customer Satisfaction Survey for Web Chat Customers Other-Survey	Unchanged
242060	USAGov Contact Center Voluntary Customer Satisfaction Survey for Telephone Customers Other-Survey	Unchanged
241907	2020 Supplier Relationship Management Survey Other-Survey	Unchanged
241905	2020 GSA Customer Loyalty Survey Other-	Unchanged
241320	NMCD Campaign Training Survey Other-Survey	Unchanged
240717	GSA FAST2020 Training Conference Exhibitor Survey Other-Survey	Unchanged
240651	GSA.gov Website Feedback Survey Other-Survey	Unchanged
240001	INFORM 2.0 Industry Satisfaction Survey Other-Survey	Unchanged
239279	GSA Auctions Website Survey (Annual Renewal February 2020) (Req-9) Other-Survey	Unchanged
238936	FedRAMP Small Business Survey Other-Survey	Unchanged
238774	Regulations.gov and Beta.Regulations.gov Feedback Other-Survey	Unchanged
238566	PSC Supplier Relationship Management Transactional Survey Other-Survey	Unchanged
237901	USA.gov Website Page Level Comment Box Feedback Surveys (Req-5) Other-Survey	Unchanged
237900	USA.gov Website Customer Satisfaction Feedback Surveys (Req-4) Other-Survey	Unchanged
237743	OPO Stakeholder Satisfaction Survey (Req-2) Other-Survey	Unchanged
237655	GSA Advantage Transactional Survey (Req-1) Other-Survey	Unchanged

ICR Details

OMB Control No: 3090-0297	ICR Reference No: 202105-3090-002
Status: Received in OIRA	Previous ICR Reference No: 201907-3090-009
Agency/Subagency: GSA	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (GSA)
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 05/19/2021

	Requested	Previously Approved
Expiration Date	08/31/2022	08/31/2022
Responses	358,075	208,075
Time Burden (Hours)	23,289	13,278
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. 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): 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 18035	04/29/2019
30-day Notice:	Federal Register Citation:	Citation Date:
	84 FR 35387	07/23/2019
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 38

IC Title	Form No.	Form Name
USA.gov Website Page Level Comment Box Feedback Surveys (Req-5)
2020 GSA Customer Loyalty Survey
2020 Supplier Relationship Management Survey
2021 Supplier Relationship Management Survey
CIC Feedback Survey--Req. 24
Catalog Management User Research--Req 31
FY20 Supplier Relationship Management Survey – Follow-Up Interviews
FedRAMP Annual Survey FY20
FedRAMP Small Business Survey
GSA Advantage Transactional Survey
GSA Advantage Transactional Survey (Req-1)
GSA Auctions Website Survey (Annual Renewal February 2020) (Req-9)
GSA Auctions Website Survey (Annual Renewal February 2021)
GSA FAST2020 Training Conference Exhibitor Survey
GSA PPM Application User Survey for GSA Auctions Website--Req. 29
GSA PPM Survey for MySales and GSAXcess--Rea 30
GSA.gov Feedback Survey
GSA.gov Website Feedback Survey
GSA.gov user-interviews
INFORM 2.0 Industry Satisfaction Survey
NCSC (National Customer Service Center) Customer Satisfaction Survey
NMCD Campaign Training Survey
OPO Stakeholder Satisfaction Survey (Req-2)
OSDBU Event Survey
PSC Supplier Relationship Management Transactional Survey
Professional Services Forecasting Event Webinar Survey
Real Estate Sales Survey
Regulations.gov and Beta.Regulations.gov Feedback
Req-32_OSBDU Matchmaking Session Info Form
Req-33_Digital.Gov_Event Feedback Survey
Transportation Audits Management System (TAMS) Application Survey
USA.gov Website Customer Satisfaction Feedback Surveys
USA.gov Website Customer Satisfaction Feedback Surveys (Req-4)
USA.gov Website Page Level Comment Box Feedback Surveys
USAGov Contact Center English Telephone Service Customer Satisfaction Survey
USAGov Contact Center Voluntary Customer Satisfaction Survey for Telephone Customers
USAGov Contact Center Voluntary Customer Satisfaction Survey for Web Chat Customers
USAccess Point Pilot Program

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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	358,075	208,075	0	150,000	0	0
Annual Time Burden (Hours)	23,289	13,278	0	10,011	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 non material change for a currently approved collection.

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Annual Cost to Federal Government: $76,987

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: 05/19/2021

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