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

Forms and Documents

Document Name	Status
CFPB v Claims Worksheet Form and Instruction	New
CFPB v Timemark Claims Worksheet Form and Instruction	New
Online Compliance Guidance User Satisfaction Survey Form	New
Alternate Dispute Resolution Program Survey Form and Instruction	New
Money Smart for Older Adults (MSOA) Form and Instruction	New
Cybersecurity Skills Gap Survey Form	New
Consumer Response Call Center Satisfaction Survey Form	New
Customer Experience Surveys Form and Instruction	New
Annual Survey to Advisory Committee Members Form and Instruction	New
3170-0024 (Fast Track) Generic IC template.docx Supplementary Document	2022-04-12
3170-0024 Supporting Statement.docx Supporting Statement A	2022-04-12
3170-0024 30-day FRN (published).pdf Supplementary Document	2022-04-12
3170-0024 60-day FRN (published).pdf Supplementary Document	2021-12-21
3170-0024 supporting statement (Part B).docx Supporting Statement B	2021-12-21

IC Document Collections

IC ID	Document Title	Status
252854	CFPB v Claims Worksheet Form and Instruction	New
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
251999	Alternate Dispute Resolution Program Survey Form and Instruction	New
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
251993	Consumer Response Call Center Satisfaction Survey Form	New
250907	Customer Experience Surveys Form and Instruction	New
250891	Annual Survey to Advisory Committee Members Form and Instruction	New

ICR Details

OMB Control No: 3170-0024	ICR Reference No: 202112-3170-003
Status: Received in OIRA	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	Date Submitted to OIRA: 04/12/2022

	Requested	Previously Approved
Expiration Date	36 Months From Approved	05/31/2022
Responses	500,000	250,000
Time Burden (Hours)	125,000	29,000
Cost Burden (Dollars)	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: 13

IC Title	Form No.	Form Name
Alternate Dispute Resolution Program Survey	N/A	Alternative Dispute Resolution Program Survey.pdf
Annual Survey to Advisory Committee Members	N/A	Advisory Committee Annual 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
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
Cybersecurity Skills Gap Survey	N/A	Cybersecurity Skills Gap Survey
Emergency Rental Assistance
Homepage Visual Concept and Usability Testing
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
Online Compliance Guidance User Satisfaction Survey	N/A	Online Compliance Guidance User Satisfaction survey
Usability Testing Plan: Family College Planning Tools

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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	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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