Generic Information Collection Plan for the Collection of Qualitative Feedback on Bureau Service Delivery

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Access Funding Initial Notice Form	Form	New	Repair queued
CFPB Building Blocks Resources Customer Satisfaction Survey	Form	New	Repair queued
Customer Understanding with Intergovernmental Affairs Survey	Form	New	Repair queued
CFPB Employer Customer Satisfaction Survey.docx	Form and Instruction	New	Repair queued
OCR Surveys	Form and Instruction	New	Repair queued
Veterans Lending Cases Claim Form	Form	New	Repair queued
CFPB v CFLA Claims Worksheet.docx	Form and Instruction	New	Available
CFPB v Claims Worksheet	Form and Instruction	New	Repair queued
CFPB v Timemark Claim Worksheet.docx	Form and Instruction	New	Available
CFPB v Timemark Claims Worksheet	Form and Instruction	New	Repair queued
Online Compliance Guidance User Satisfaction survey	Form	New	Available
Online Compliance Guidance User Satisfaction Survey	Form	New	Repair queued
Alternative Dispute Resolution Program Survey.pdf	Form and Instruction	New	Available
Alternate Dispute Resolution Program Survey	Form and Instruction	New	Repair queued
MSOA TTT Evaluation Form OMB	Form and Instruction	New	Available
MSOA Participant Evaluation Form (Spanish version)	Form and Instruction	New	Available
MSOA Participant Evaluation Form	Form and Instruction	New	Available
Money Smart for Older Adults (MSOA)	Form and Instruction	New	Repair queued
Cybersecurity Skills Gap Survey	Form	New	Available
Cybersecurity Skills Gap Survey	Form	New	Repair queued
Consumer Response Call Center Satisfaction Survey	Form	New	Available
Consumer Response Call Center Satisfaction Survey	Form	New	Repair queued
General Engagement Survey	Form and Instruction	New	Available
Post-Event Survey	Form and Instruction	New	Available
Pre-Event Survey	Form and Instruction	New	Available
Customer Experience Surveys	Form and Instruction	New	Repair queued
Advisory Committee Annual Survey	Form and Instruction	New	Available
Annual Survey to Advisory Committee Members	Form and Instruction	New	Repair queued
3170-0024 (Fast Track) Generic IC template.docx	Supplementary Document	Uploaded 2022-04-12	Available
3170-0024 Supporting Statement.docx	Supporting Statement A	Uploaded 2022-04-12	Repair queued
3170-0024 30-day FRN (published).pdf	Supplementary Document	Uploaded 2022-04-12	Repair queued
3170-0024 60-day FRN (published).pdf	Supplementary Document	Uploaded 2021-12-21	Repair queued
3170-0024 supporting statement (Part B).docx	Supporting Statement B	Uploaded 2021-12-21	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
271169	Access Funding Initial Notice Form	Form	New	Access Funding Initial Notice Form
269338	Making Ends Meet Screener	Other-Screener	New
269059	Opinion Questions for Concluding a FinEx Webinar	Other-Survey	New
268975	FinEx Community of Practice	Other-Survey	New
264642	User Testing for Office of Consumer Populations Reports	Other-	New
263475	Office of Research (OR) Product Line User Testing	Other-Moderator Guide	New
261528	Making Ends Meet (MEM) Cognitive Testing Screener	Other-Screener	New
261350	Unmoderated Testing of Web Design Patterns	Instruction	New
259849	CFPB FinEX Customer Satisfaction Survey	Other-Survey	New
259678	Student Loan Survey Cognitive Testing Screener Questionnaire	Other-Screener	New
257315	Research Hub User Interviews	Other-research plan	New
256935	American Survey of Mortgage Borrowers 2023 Climate Survey Development qualitative testing	Other-research plan	New
256575	CFPB Building Blocks Resources Customer Satisfaction Survey	Form	New	CFPB Building Blocks Resources Customer Satisfaction Survey
256368	Customer Understanding with Intergovernmental Affairs (IGA)	Form	New	Customer Understanding with Intergovernmental Affairs Survey
255574	Ask CFPB	Other-Survey	New
255340	Screener for Auto Loans Research	Other-screener questions	New
254990	AskCFPB Survey	Other-list of test survey questions	New
254063	CFPB Employer Customer Satisfaction Survey	Form and Instruction	New	CFPB Employer Customer Satisfaction Survey.docx
254062	Office of the Civil Rights (OCR) Customer Feedback Surveys	Form and Instruction	New	OCR Surveys
253776	Civil Penalty Fund (CPF) - Vets Lending Cases Claim Form	Form	New	Veterans Lending Cases Claim Form
252854	CFPB v Claims Worksheet	Form and Instruction	New	CFPB v CFLA Claims Worksheet.docx
252854	CFPB v Claims Worksheet	Form and Instruction	New
252853	CFPB v Timemark Claims Worksheet	Form and Instruction	New	CFPB v Timemark Claim Worksheet.docx
252853	CFPB v Timemark Claims Worksheet	Form and Instruction	New
252001	Usability Testing Plan: Family College Planning Tools	Other-best practices	New
252000	Online Compliance Guidance User Satisfaction Survey	Form	New	Online Compliance Guidance User Satisfaction survey
252000	Online Compliance Guidance User Satisfaction Survey	Form	New
251999	Alternate Dispute Resolution Program Survey	Form and Instruction	New	Alternative Dispute Resolution Program Survey.pdf
251999	Alternate Dispute Resolution Program Survey	Form and Instruction	New
251998	Money Smart for Older Adults (MSOA)	Form and Instruction	New	MSOA TTT Evaluation Form OMB
251998	Money Smart for Older Adults (MSOA)	Form and Instruction	New	MSOA Participant Evaluation Form (Spanish version)
251998	Money Smart for Older Adults (MSOA)	Form and Instruction	New	MSOA Participant Evaluation Form
251998	Money Smart for Older Adults (MSOA)	Form and Instruction	New
251997	Homepage Visual Concept and Usability Testing	Other-research plan	New
251996	Emergency Rental Assistance	Other-interview script	New
251995	Consumer Education Email Sign-Up Form	Other-screenshots of instrument	New
251994	Cybersecurity Skills Gap Survey	Form	New	Cybersecurity Skills Gap Survey
251994	Cybersecurity Skills Gap Survey	Form	New
251993	Consumer Response Call Center Satisfaction Survey	Form	New	Consumer Response Call Center Satisfaction Survey
251993	Consumer Response Call Center Satisfaction Survey	Form	New
250907	Customer Experience Surveys	Form and Instruction	New	General Engagement Survey
250907	Customer Experience Surveys	Form and Instruction	New	Post-Event Survey
250907	Customer Experience Surveys	Form and Instruction	New	Pre-Event Survey
250907	Customer Experience Surveys	Form and Instruction	New
250891	Annual Survey to Advisory Committee Members	Form and Instruction	New	Advisory Committee Annual Survey
250891	Annual Survey to Advisory Committee Members	Form and Instruction	New
250891	Annual Survey to Advisory Committee Members	Other-solicitation email	New

ICR Details

OMB Control No: 3170-0024	ICR Reference No: 202112-3170-003
Status: Historical Active	Previous ICR Reference No: 202108-3170-001
Agency/Subagency: CFPB	Agency Tracking No:
Title: Generic Information Collection Plan for the Collection of Qualitative Feedback on Bureau Service Delivery
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 05/23/2022
Retrieve Notice of Action (NOA)	Date Received in OIRA: 04/12/2022
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	05/31/2025	36 Months From Approved	05/31/2022
Responses	500,000	0	250,000
Time Burden (Hours)	125,000	0	29,000
Cost Burden (Dollars)	0	0	0

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Abstract: This generic information collection plan provides for the collection of qualitative feedback from consumers, financial institutions, and stakeholders on a wide range of services the Bureau provides in an efficient, timely manner, in accordance with the Bureau's commitment to improving service delivery. By qualitative feedback, the Bureau means information that provides useful insights on, for example, comprehension, usability, perceptions, and opinions, but are not statistical surveys that yield quantitative results that can be generalized to the population of study. The Bureau expects this feedback to include insights into consumer, financial institution, 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 Bureau and consumers, financial institutions, 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:
	86 FR 63345	11/16/2021
30-day Notice:	Federal Register Citation:	Citation Date:
	87 FR 13720	03/10/2022
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 33

table that charts list of burden

IC Title	Form No.	Form Name
Access Funding Initial Notice Form	N/A	Access Funding Initial Notice Form
Alternate Dispute Resolution Program Survey	N/A	Alternative Dispute Resolution Program Survey.pdf
American Survey of Mortgage Borrowers 2023 Climate Survey Development qualitative testing
Annual Survey to Advisory Committee Members	N/A	Advisory Committee Annual Survey
Ask CFPB
AskCFPB Survey
CFPB Building Blocks Resources Customer Satisfaction Survey	N/A	CFPB Building Blocks Resources Customer Satisfaction Survey
CFPB Employer Customer Satisfaction Survey	N/A	CFPB Employer Customer Satisfaction Survey.docx
CFPB FinEX Customer Satisfaction Survey
CFPB v Claims Worksheet	N/A	CFPB v CFLA Claims Worksheet.docx
CFPB v Timemark Claims Worksheet	N/A	CFPB v Timemark Claim Worksheet.docx
Civil Penalty Fund (CPF) - Vets Lending Cases Claim Form	N/A	Veterans Lending Cases Claim Form
Consumer Education Email Sign-Up Form
Consumer Response Call Center Satisfaction Survey	N/A	Consumer Response Call Center Satisfaction Survey
Customer Experience Surveys	N/A, N/A, N/A	Pre-Event Survey ,   Post-Event Survey ,   General Engagement Survey
Customer Understanding with Intergovernmental Affairs (IGA)	N/A	Customer Understanding with Intergovernmental Affairs Survey
Cybersecurity Skills Gap Survey	N/A	Cybersecurity Skills Gap Survey
Emergency Rental Assistance
FinEx Community of Practice
Homepage Visual Concept and Usability Testing
Making Ends Meet (MEM) Cognitive Testing Screener
Making Ends Meet Screener
Money Smart for Older Adults (MSOA)	N/A, N/A, N/A	MSOA Participant Evaluation Form ,   MSOA Participant Evaluation Form (Spanish version) ,   MSOA TTT Evaluation Form OMB
Office of Research (OR) Product Line User Testing
Office of the Civil Rights (OCR) Customer Feedback Surveys	N/A	OCR Surveys
Online Compliance Guidance User Satisfaction Survey	N/A	Online Compliance Guidance User Satisfaction survey
Opinion Questions for Concluding a FinEx Webinar
Research Hub User Interviews
Screener for Auto Loans Research
Student Loan Survey Cognitive Testing Screener Questionnaire
Unmoderated Testing of Web Design Patterns
Usability Testing Plan: Family College Planning Tools
User Testing for Office of Consumer Populations Reports

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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	500,000	250,000	0	0	250,000	0
Annual Time Burden (Hours)	125,000	29,000	0	0	96,000	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: A nonsubstantive change request was submitted and approved in May 2021 to increase the number of responses from 80,000 to 250,000 and burden hours from 9,000 to 29,000. This renewal requests an increase of the number of responses and burden hours to 500,000 responses and 125,000 hours respectively. Other than these changes to the burden estimate, there are no program changes.

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Annual Cost to Federal Government: $0

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]? Yes

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: 04/12/2022

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