2021 NLM Site-wide Survey for Website Satisfaction

NLM Fast Track ICR_2021 Site-Wide Survey.docx

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

2021 NLM Site-wide Survey for Website Satisfaction

OMB: 0925-0648

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Request for Approval under the “Generic Clearance for the Collection of Routine Customer Feedback” (OMB#: 0925-0648 Exp. Date: 06/30/2024)

Shape1 TITLE OF INFORMATION COLLECTION: 2021 NLM Site-wide Survey for Website Satisfaction


PURPOSE:

The National Library of Medicine (NLM) wishes to collect feedback on user satisfaction with specific pages on the NLM websites such as www.nlm.nih.gov, pubmed.gov, MedlinePlus.gov and PubMed.gov. NLM provides biomedical, historical, and consumer health information through its websites. Qualitative customer feedback obtained from this survey will help the Library to enhance and improve the design and operation of these publicly accessed websites.


DESCRIPTION OF RESPONDENTS:

Respondents will be visitors to NLM websites who choose to respond to the survey pop-up, link, or embedded version.


TYPE OF COLLECTION: (Check one)

[ ] Customer Comment Card/Complaint Form [X] Customer Satisfaction Survey

[ ] Usability Testing (e.g., Website or Software [ ] Small Discussion Group

[ ] Focus Group [ ] Other: ______________________


CERTIFICATION:

I certify the following to be true:

  1. The collection is voluntary.

  2. The collection is low-burden for respondents and low-cost for the Federal Government.

  3. The collection is non-controversial and does not raise issues of concern to other federal agencies.

  4. The results are not intended to be disseminated to the public.

  5. Information gathered will not be used for the purpose of substantially informing influential policy decisions.

  6. The collection is targeted to the solicitation of opinions from respondents who have experience with the program or may have experience with the program in the future.


Name: Dan Wendling


To assist review, please provide answers to the following question:


Personally Identifiable Information:

  1. Is personally identifiable information (PII) collected? [ ] Yes [X] No

  2. If Yes, is the information that will be collected included in records that are subject to the Privacy Act of 1974? [ ] Yes [ ] No

  3. If Applicable, has a System or Records Notice been published? [ ] Yes [ ] No


Gifts or Payments:

Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to participants? [ ] Yes [X] No




ESTIMATED BURDEN HOURS and COSTS


Category of Respondent

No. of Respondents

No. of Responses per Respondent

Time per

Response

(in hours)

Total Burden

Hours

Individuals or Households

50,000

1

3/60

2,500






Totals

50,000

50,000


2,500


COST TO RESPONDENT


Category of Respondent


Total Burden

Hours

Hourly Wage Rate*

Total Burden Cost

Individuals or Households

2,500

$27.07

$67,675





Total



$67,675

* The General Public wage rate (Median wage for “All Occupations”) was obtained from May 2020 National Occupational Employment and Wage Estimates (bls.gov)


FEDERAL COST: The estimated annual cost to the Federal government is $2,489


Staff


Grade/Step

Salary*

% of Effort

Fringe (if applicable)

Total Cost to Gov’t

Federal Oversight






Librarian

13/7

$124,428

2%


$2,489













Contractor Cost












Travel





N/A

Other Cost





N/A







Total





$2,489

*the Salary in table above is cited from https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/salary-tables/pdf/2021/DCB.pdf


If you are conducting a focus group, survey, or plan to employ statistical methods, please provide answers to the following questions:


The selection of your targeted respondents

  1. Do you have a customer list or something similar that defines the universe of potential respondents and do you have a sampling plan for selecting from this universe? [ ] Yes [X] No


If the answer is yes, please provide a description of both below (or attach the sampling plan)? If the answer is no, please provide a description of how you plan to identify your potential group of respondents and how you will select them?


Survey respondents will be visitors to NLM websites who choose to respond to a site intercept (a “pop-up” window containing the survey invitation). Site visitors can receive survey invitations on all types of devices: desktop, tablet and mobile. Repeat visitors to a specific page or website who have already been invited to respond will not receive further invitations, regardless of whether they completed the survey.


Administration of the Instrument

  1. How will you collect the information? (Check all that apply)

[ X] Web-based or other forms of Social Media

[ ] Telephone

[ ] In-person

[ ] Mail

[ ] Other, Explain

  1. Will interviewers or facilitators be used? [ ] Yes [ X] No




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SubjectGeneric Clearance Submission Template
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