DOL_EBSA_Quant Web UX Testing Rapid Survey_1225-0093 - A11 Section 280 Clearance

Request for Approval under the “Generic Clearance for Improving
Customer Experience: OMB Circular A-11, Section 280
Implementation”
(OMB Control Number: 1225-0093)
TITLE OF INFORMATION COLLECTION: Quantitative Web User
Experience Testing (Rapid) Survey for Soliciting Feedback for
the Department of Labor Employment and Benefits Security
Administration Website.
PURPOSE OF COLLECTION: This will help EBSA meet OMB’s Circular
A-11 Section 280 Guidance on customer research and user
testing. EBSA is submitting a separate PRA notice for a posttransaction customer feedback survey to be deployed on the live
website, which will help the agency meet the data reporting
requirement in Circular A-11 Section 280. To test hypotheses
about the factors influencing a positive UX experience, to
identify key drivers of website engagement; to identify
information needs and preferred website features; and to
establish baseline measurements of key metrics (awareness,
perceptions, intentions, behaviors related to EBSA and the
website)
TYPE OF ACTIVITY: (Check one)
[ ] Customer Research (Interview, Focus Groups)
[ ] Customer Feedback Survey
[ X] User Testing
ACTIVITY DETAILS
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
2. Who will you collect the information from?
Multicultural workers (Spanish, Chinese – simplified and
traditional, Vietnamese, and Korean) with employment-based
health benefit or retirement benefit plans or their beneficiaries.

3. How will you ask a respondent to provide this information?
The format of collection is a digital survey for Web User
Experience Testing (rapid). The survey questions assess
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respondents’ knowledge/awareness of EBSA, its website, and
their perceptions, beliefs, intentions, barriers, motivators
to engaging with EBSA and the resources available.
The survey respondents will be asked to provide feedback on
designated pages on the EBSA website related to content and
website format. Questions identify factors to enhance the Web
user experience, increase familiarity with EBSA, and influence
engaging with EBSA like contacting EBSA and/or recommending
the organization/resources to others.
This will be the same previously approved survey (with the
additional added question), translated into Spanish, Chinese
– simplified and traditional, Vietnamese, and Korean.
What do you do when you run into a website in a language you don’t know?
•
•
•
•
•

I use Google translate,
I use translation settings on my browser like Chrome, Safari, etc.
I search for the language change on the website (i.e., translation
options on the site)
I avoid websites in languages that I don't know.
Other, please specify.

4. What will the activity look like?
Marketing Systems Group (MSG) is a third-party sample provider,
responsible for sourcing respondents to CMRIgnite. The
respondents will be randomly selected based on criteria set for
the target audience. Respondents will receive an alert via the
sample provider’s app to click on a survey link to complete the
digital survey if they choose to participate.
Respondents have already opted in activities to complete surveys
as part of a research panel maintained by the sample provider.
The sample provider will randomly select from respondents who
closely fit the target audience criteria.
Please provide your question list.
Please make sure that all instruments, instructions, and scripts
are submitted with the request.
See attached
Consent Form
Survey Questions
5. When will the activity happen?
Respondents sourced from a sample provider, M-S-G, will receive
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an alert via the sample provider’s app to click on a survey link
to complete the digital survey if they choose to participate in
July 2023 – September 2023

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6. Is an incentive (e.g., money or reimbursement of expenses,
token of appreciation) provided to participants?
[ X ] Yes [ ] No
Cash incentives are provided by M-S-G, the online sample
provider, to respondents who successfully complete the survey.
The funds are distributed via the online panel provider’s app or
directly into their Venmo or PayPal accounts. For completing
this survey, it is estimated they will receive $3.00 provided by
the sample provider, M-S-G. Incentive amounts are determined by
the online panel provider based on the length of survey, sample
size needed, and estimated incidence rate (number of people who
will qualify for the survey)
BURDEN HOURS
Category of Respondent
Multicultural workforce with employmentbased health benefit or retirement
benefit plans or their beneficiaries
Totals

No. of
Respondents
500

Participation
Time
20 minutes

Burden
Hours
167
hours

500

20 minutes

167
hours

CERTIFICATION:
I certify the following to be true:
1. The collections are voluntary;
2. The collections are low-burden for respondents (based on
considerations of total burden hours or burden-hours per
respondent) and are low-cost for both the respondents and the
Federal Government;
3. The collections are non-controversial and do not raise issues
of concern to other Federal agencies;
4. Any 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 near future;
5. Personally identifiable information (PII) is collected only to
the extent necessary and is not retained;
6. Information gathered is intended to be used for general
service improvement and program management purposes
7. Upon agreement between OMB and the agency aggregated data may
be released as part of A-11, Section 280 requirements only on
performance.gov. Summaries of customer research and user
testing activities may be included in public-facing customer
journey maps.
8. Additional release of data will be coordinated with OMB.
Name: Leyla Mansur, Employee Benefits and Security
Administration

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All instruments used to collect information must include:
OMB Control No. 1225-0093
Expiration Date: 02/29/2024

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