Generic Clearance for Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Supporting Statement B for DHS_A 11 Section 280 Improving Customer Experience .docx	Supporting Statement B	Uploaded 2020-09-16	Repair queued
Supporting Statement A for DHS_A 11 Section 280 Improving Customer Experience .docx	Supporting Statement A	Uploaded 2023-09-06	Repair queued
ICR Template_A11 Section 280 Clearance 8 16 23.docx	Supplementary Document	Uploaded 2023-09-06	Repair queued
30 Day FRN OMB Circula A-11.pdf	Supplementary Document	Uploaded 2023-09-06	Repair queued
60 Day FRN OMB Circula A-11.pdf	Supplementary Document	Uploaded 2023-09-06	Repair queued
OMB Circular A-11.pdf	Supplementary Document	Uploaded 2020-09-16	Repair queued
EO 12862.pdf	Supplementary Document	Uploaded 2020-09-16	Repair queued

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
282249	FEMA Website Feedback Button: Was this page helpful?	Other-Survey	New
282201	Mobile Passport Control Application Survey	Other-Survey Questions	New
282128	TSA PreCheck® Checkpoint Aesthetics Survey	Other-Instrument	New
282127	TSA Customer Intelligence Information Sharing Survey	Other-Survey Questions	New
282123	TSA PreCheck Total Market Opportunity Research Study/Survey 2.0	Other-Survey Questions	New
281466	National Threat Assessment Center (NTAC) Feedback Survey Series	Other- Survey	New
281449	TSA PreCheck Total Market Opportunity Research Study/Survey	Other-Survey Questions	New
280823	USCG Office of Public Affairs, Web Redesign Project, Focus Groups	Other-Mock Up	New
278375	License Customs Broker Survey	Instruction	New
277577	TSA Checkpoint Quarterly Trust Survey	Other-Survey Questions	New
276134	Generic Clearance (A-11) HMA Grants Process Survey	Instruction	New
275350	NFIP Direct Claim Survey [Claim Start & Claim Adjustment]	Other-Mock Up	New
275153	CERC Training Survey	Other-Mock Up	New
274962	CBP-Managed M5 Traveler Experience Working Group Survey	Other-Screen Shot	New
274886	TSA Passenger Experience Survey	Other-Mock Up	New
274798	Risk MAP Meeting Survey	Other- Mock Up	New
273766	TSA Brand Initiative Survey	Other-Survey Questions	New
273665	CBP Quarterly Automated Commercial Environment (ACE) HISP Survey	Other-	New
273640	Global Entry Application Survey	Instruction	New
272801	Survey of data requestors who use the Flood Insurance Study Data Request service from the FEMA Engineering Library	Other-Mock Up	New
272440	Generic Instrument (A-11) - DRC Survivor Experience Survey	Other-Interview Script	New
271824	Exercise Experience Survey	Other-MOCK UP	New
271516	Exit Survey to facilitate feedback on online customer service tools	Other-Mock Up	New
271305	National Threat Assessment Center Survey Tool	Other-Markup	New
269146	Interviews for Trauma-Informed Communications at Disaster Recovery Centers	Other-Customer Research Questions	New
268363	Expanded Customer Service Surveys	Other-Survey Qusestions	New
268229	Getting Help from TSA Quarterly Trust Survey	Other-Survey Questions	New
267331	NFIP Direct Claim Survey [Claim Start & Claim Adjustment]	Other-Survey Questions	New
266823	Customer Experience Survey of Flood Insurance	Other-Survey Questions	New
266804	HISP Required Naturalization Survey	Other-Survey Questions	New
266423	Customer Service Collections for DHS - Batch B (FEMA)	Other-Discussion Guide	New
266154	Community Engagement Risk Communication (CERC) Training Survey	Other-Survey Questions	New
265995	Customer Service Collections for DHS - Batch A	Other-Survey Questions	New
265590	GFIP Certificate Holder Survey	Other-Survey Questions	New
264428	TSA Checkpoint Quarterly Trust Survey	Other-Survey Questions	New

ICR Details

OMB Control No: 1601-0029	ICR Reference No: 202309-1601-001
Status: Active	Previous ICR Reference No: 202009-1601-001
Agency/Subagency: DHS/OS	Agency Tracking No:
Title: Generic Clearance for Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
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 with change	Conclusion Date: 12/13/2023
Retrieve Notice of Action (NOA)	Date Received in OIRA: 09/06/2023
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	12/31/2026	36 Months From Approved	12/31/2023
Responses	2,001,550	0	2,001,550
Time Burden (Hours)	101,125	0	101,125
Cost Burden (Dollars)	0	0	0

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Abstract: The Agency will collect, analyze, and interpret information gathered through this generic clearance to identify services’ accessibility, navigation, and use by customers, and make improvements in service delivery based on customer insights gathered through developing an understanding of the user experience interacting with Government.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	88 FR 41115	07/23/2023
30-day Notice:	Federal Register Citation:	Citation Date:
	88 FR 60695	09/05/2023
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 35

table that charts list of burden

IC Title	Form No.	Form Name
CBP Quarterly Automated Commercial Environment (ACE) HISP Survey
CBP-Managed M5 Traveler Experience Working Group Survey
CERC Training Survey
Community Engagement Risk Communication (CERC) Training Survey
Customer Experience Survey of Flood Insurance
Customer Service Collections for DHS - Batch A
Customer Service Collections for DHS - Batch B (FEMA)
Exercise Experience Survey
Exit Survey to facilitate feedback on online customer service tools
Expanded Customer Service Surveys
FEMA Website Feedback Button: Was this page helpful?
GFIP Certificate Holder Survey
Generic Clearance (A-11) HMA Grants Process Survey
Generic Instrument (A-11) - DRC Survivor Experience Survey
Getting Help from TSA Quarterly Trust Survey
Global Entry Application Survey
HISP Required Naturalization Survey
Interviews for Trauma-Informed Communications at Disaster Recovery Centers
License Customs Broker Survey
Mobile Passport Control Application Survey
NFIP Direct Claim Survey [Claim Start & Claim Adjustment]
NFIP Direct Claim Survey [Claim Start & Claim Adjustment]
National Threat Assessment Center (NTAC) Feedback Survey Series
National Threat Assessment Center Survey Tool
Risk MAP Meeting Survey
Survey of data requestors who use the Flood Insurance Study Data Request service from the FEMA Engineering Library
TSA Brand Initiative Survey
TSA Checkpoint Quarterly Trust Survey
TSA Checkpoint Quarterly Trust Survey
TSA Customer Intelligence Information Sharing Survey
TSA Passenger Experience Survey
TSA PreCheck Total Market Opportunity Research Study/Survey
TSA PreCheck Total Market Opportunity Research Study/Survey 2.0
TSA PreCheck® Checkpoint Aesthetics Survey
USCG Office of Public Affairs, Web Redesign Project, Focus Groups

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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	2,001,550	2,001,550	0	0	0	0
Annual Time Burden (Hours)	101,125	101,125	0	0	0	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:

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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: 09/06/2023

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