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

Forms and Documents

Document	Type	Status	Availability
Updated Supporting_Statement_OST_Generic_Clearance_May 2022Updated (1).docx	Supporting Statement A	Uploaded 2022-05-12	Repair queued
30-day_Notice_for_2105-0573_OST_Fast_Track_Generic_Clearance_84.FR.26177_on_20190605.pdf	Supplementary Document	Uploaded 2019-06-06	Repair queued
2105_0573_Fast_Track_Generic_Clearance_60-Day_Notice_84_FR_11866_March_28_2019.pdf	Supplementary Document	Uploaded 2019-06-06	Repair queued
Justification for change - Removing a generic clearance ICR from the inventory.docx	Justification for No Material/Nonsubstantive Change	Uploaded 2018-11-28	Repair queued
Supporting_Statement_Part_B_Acquisition_360_Nov_2016.doc	Supporting Statement B	Uploaded 2016-11-16	Repair queued

IC Document Collections

IC ID	Collection	Type	Status	Form
253364	Improving Customer Experience		New

ICR Details

OMB Control No: 2105-0573	ICR Reference No: 202205-2105-003
Status: Received in OIRA	Previous ICR Reference No: 201906-2105-001
Agency/Subagency: DOT/OST	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 05/13/2022

	Requested	Previously Approved
Expiration Date	36 Months From Approved	08/31/2022
Responses	80,000	80,000
Time Burden (Hours)	60,000	60,000
Cost Burden (Dollars)	3,000,000	3,000,000

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Abstract: The Department seeks an extension without change of a fast track generic clearance information collection request already approved by OMB. This submission includes the Improving Customer Experience Survey collection. A modern, streamlined and responsive customer experience means: raising government-wide customer experience to the average of the private sector service industry; developing indicators for high-impact Federal programs to monitor progress towards excellent customer experience and mature digital services; and providing the structure (including increasing transparency) and resources to ensure customer experience is a focal point for agency leadership. To support this, OMB Circular A-11 Section 280 established government-wide standards for mature customer experience organizations in government and measurement. To enable Federal programs to deliver the experience taxpayers deserve, they must undertake three general categories of activities: conduct ongoing customer research, gather and share customer feedback, and test services and digital products.

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Authorizing Statute(s): EO: EO 13571 Name/Subject of EO: New Fast-Track for Collecting Service Delivery Feedback Under the Paperwork Reduction Act
   EO: EO 12862 Name/Subject of EO: Improving Customer Experience
  

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 42068	07/13/2020
30-day Notice:	Federal Register Citation:	Citation Date:
	85 FR 64614	10/13/2020
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 1

IC Title	Form No.	Form Name
Improving Customer Experience

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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	80,000	80,000	0	0	0	0
Annual Time Burden (Hours)	60,000	60,000	0	0	0	0
Annual Cost Burden (Dollars)	3,000,000	3,000,000	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:

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Annual Cost to Federal Government: $0

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: 05/13/2022

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