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

Forms and Documents

Document	Type	Status	Availability
GSA Generic Clearance 3090-0297_Non-Substantive Justification for Burden Hour Increase 10_2023.docx	Justification for No Material/Nonsubstantive Change	Uploaded 2023-10-18	Repair queued

IC Document Collections

IC ID	Collection	Type	Status	Form
262361	GSA Formative Brand Research-GSA Business Holders on Schedule Survey	Other-Survey	Unchanged
262360	GSA Formative Brand Research-Businesses Not on GSA Schedule Survey	Other-Survey	Unchanged
262359	Federal Service Desk Feedback Survey	Other-Survey	Unchanged
262217	Digital.gov Feedback Survey	Other-Survey	Unchanged
262215	GSA Cloud Supplier Experience Feedback survey	Other-Survey	Unchanged
262214	USAGov Scams Wizard Card Sort	Other-Survey	Unchanged
262207	USAGov Scams Wizard Card Sort Screener	Instruction	Unchanged
262123	R7 MAS Industry Day Post Event Survey	Other-Survey	Unchanged
262080	USAGov Contact Center Telephone Customer Satisfaction Survey	Other-Survey	Unchanged
262035	USA.gov Website Customer Satisfaction Feedback Surveys	Other-Survey	Unchanged
262031	USA.gov Website Page Level Comment Box Feedback Surveys	Other-Survey	Unchanged
261861	Transportation Audits Management System (TAMS) Application Survey	Other-Survey	Unchanged
261543	External Leasing Portal Survey	Other-Survey	Unchanged
261542	Lease Management Tool (LMT) Transactional Survey	Other-Survey	Unchanged
261541	FAS IT Playbook Transactional Survey	Other-Survey	Unchanged
261482	Real Estate Sales Survey	Other-Survey	Unchanged
261283	ChallengeGov ReachU Event Feedback Survey	Other-Survey	Unchanged
261282	PBS NCMMS User Feedback Survey	Other-Survey	Unchanged
261280	GSA Real Estate Exchange (G-REX) Customer Satisfaction Survey	Other-Survey	Unchanged
261196	USAGov Contact Center Customer Web Chat Service Survey	Other-Survey	Unchanged
261195	FAS Catalog Platform Onboarding Survey	Other-Survey	Unchanged
261194	GSA 2023 Small Business Works Event Survey	Other-Survey	Unchanged
260912	Information Technology Category (ITC) Monthly Vendor Event Survey	Other-Survey	Unchanged
260855	BUY.GSA.Gov Transactional Survey	Other-Survey	Unchanged
260808	Kahua Application Transactional Survey	Other-Survey	Unchanged
260237	SAM.gov Entity Demographics Survey	Other-Survey	Unchanged
260025	Travel, Transportation and Logistics (TTL) Candidate Feedback Survey	Other-Survey	Unchanged
259997	2023 FAS Industry Satisfaction Survey	Other-Survey	Unchanged
259995	2023 FAS Customer Loyalty Survey	Other-Survey	Unchanged
259928	FAS Catalog Platform (FCP) User Satisfaction Survey	Other-Survey	Unchanged
259433	USAGov Contact Center English Phone survey	Other-Survey	Unchanged
259106	2023 R7 Industry Day Survey	Other-Survey	Unchanged
259105	OSDBU-Getting on GSA Multiple Award Schedule (MAS) Webinar Survey	Other-Survey	Unchanged
258891	GSA Advantage Transactional Survey-Renewal	Other-Survey	Unchanged
258681	Impact Survey: GSA OSDBU Matchmaking Events	Other-Survey	Unchanged
258229	FAST 2023 Virtual 3-day Conference Survey	Other-Survey	Unchanged
258135	FAST 2023 Monthly Conference Series Survey	Other-Survey	Unchanged
258119	FAS Supplier Portal User Testing of the Offer Submission Process -- Req. 36	Other-Survey	Unchanged
257904	CCP User Experience Transition Survey	Other-Survey	Unchanged
257903	Common Catalog Platform User Platform Request of Delay Transition Survey	Other-Google Form	Unchanged
257829	Common Catalog Platform User Transition Form	Other-Survey	Unchanged
257411	GSA.gov Feedback Survey 3.0	Other-Survey	Unchanged
257169	GSA Auctions Website Survey-Renewal-2022-2023	Other-Survey	Unchanged
256898	Generic Salesforce Training Survey	Other-Survey	Unchanged
256897	SAM.gov Unique Entity ID Survey	Other-Survey	Unchanged
256896	TTS Website customer satisfaction survey	Other-Survey	Unchanged
256498	Digital.gov Feedback Survey	Other-Survey	Unchanged
256497	Office of Leasing FY23 Events Survey	Other-Survey	Unchanged
255979	OSDBU Matchmaking Event Attendee Satisfaction Survey	Other-Survey	Unchanged
255774	OSDBU Small Business Webinar Attendee Satisfaction Survey	Other-Survey	Unchanged
255743	USA.gov Website Customer Satisfaction Feedback Surveys	Other-Survey	Unchanged
255742	USA.gov Website Page Level Comment Box Feedback Surveys	Other-Survey	Unchanged
255339	External Leasing Portal Survey	Other-Survey	Unchanged
255223	Real Estate Sales Survey-Renewal	Other-Survey	Unchanged
254985	FedRAMP FY22 Annual Survey	Other-Survey	Unchanged
254761	GSA Small Business Works Virtual Event Survey-July 26-27 2022	Other-Survey	Unchanged
254546	Transportation Management Services Solution 2.0 Application Survey	Other-Survey	Unchanged
254545	ITC Monthly Vendor Event Survey	Other-Survey	Unchanged
254506	MAS Industry Partner Survey-Renewal	Other-Survey	Unchanged
254482	National Customer Service Center Customer Satisfaction Survey	Other-Survey	Unchanged
254480	USAGov Contact Center Web Chat Customer Survey	Other-Survey	Unchanged

ICR Details

OMB Control No: 3090-0297	ICR Reference No: 202310-3090-001
Status: Received in OIRA	Previous ICR Reference No: 202205-3090-001
Agency/Subagency: GSA	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (GSA)
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 10/18/2023

	Requested	Previously Approved
Expiration Date	06/30/2025	06/30/2025
Responses	2,000,000	500,000
Time Burden (Hours)	120,000	32,970
Cost Burden (Dollars)	0	0

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Abstract: This collection of information is necessary to enable the Agency to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from our customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the Agency's programs. This feedback will provide insights into customer 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 Agency and its customers 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:
	87 FR 14532	03/15/2022
30-day Notice:	Federal Register Citation:	Citation Date:
	87 FR 30955	05/20/2022
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 61

IC Title	Form No.	Form Name
Digital.gov Feedback Survey
2023 FAS Customer Loyalty Survey
2023 FAS Industry Satisfaction Survey
2023 R7 Industry Day Survey
BUY.GSA.Gov Transactional Survey
CCP User Experience Transition Survey
ChallengeGov ReachU Event Feedback Survey
Common Catalog Platform User Platform Request of Delay Transition Survey
Common Catalog Platform User Transition Form
Digital.gov Feedback Survey
External Leasing Portal Survey
External Leasing Portal Survey
FAS Catalog Platform (FCP) User Satisfaction Survey
FAS Catalog Platform Onboarding Survey
FAS IT Playbook Transactional Survey
FAS Supplier Portal User Testing of the Offer Submission Process -- Req. 36
FAST 2023 Monthly Conference Series Survey
FAST 2023 Virtual 3-day Conference Survey
FedRAMP FY22 Annual Survey
Federal Service Desk Feedback Survey
GSA 2023 Small Business Works Event Survey
GSA Advantage Transactional Survey-Renewal
GSA Auctions Website Survey-Renewal-2022-2023
GSA Cloud Supplier Experience Feedback survey
GSA Formative Brand Research-Businesses Not on GSA Schedule Survey
GSA Formative Brand Research-GSA Business Holders on Schedule Survey
GSA Real Estate Exchange (G-REX) Customer Satisfaction Survey
GSA Small Business Works Virtual Event Survey-July 26-27 2022
GSA.gov Feedback Survey 3.0
Generic Salesforce Training Survey
ITC Monthly Vendor Event Survey
Impact Survey: GSA OSDBU Matchmaking Events
Information Technology Category (ITC) Monthly Vendor Event Survey
Kahua Application Transactional Survey
Lease Management Tool (LMT) Transactional Survey
MAS Industry Partner Survey-Renewal
National Customer Service Center Customer Satisfaction Survey
OSDBU Matchmaking Event Attendee Satisfaction Survey
OSDBU Small Business Webinar Attendee Satisfaction Survey
OSDBU-Getting on GSA Multiple Award Schedule (MAS) Webinar Survey
Office of Leasing FY23 Events Survey
PBS NCMMS User Feedback Survey
R7 MAS Industry Day Post Event Survey
Real Estate Sales Survey
Real Estate Sales Survey-Renewal
SAM.gov Entity Demographics Survey
SAM.gov Unique Entity ID Survey
TTS Website customer satisfaction survey
Transportation Audits Management System (TAMS) Application Survey
Transportation Management Services Solution 2.0 Application Survey
Travel, Transportation and Logistics (TTL) Candidate Feedback Survey
USA.gov Website Customer Satisfaction Feedback Surveys
USA.gov Website Customer Satisfaction Feedback Surveys
USA.gov Website Page Level Comment Box Feedback Surveys
USA.gov Website Page Level Comment Box Feedback Surveys
USAGov Contact Center Customer Web Chat Service Survey
USAGov Contact Center English Phone survey
USAGov Contact Center Telephone Customer Satisfaction Survey
USAGov Contact Center Web Chat Customer Survey
USAGov Scams Wizard Card Sort
USAGov Scams Wizard Card Sort Screener

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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	2,000,000	500,000	0	1,500,000	0	0
Annual Time Burden (Hours)	120,000	32,970	0	87,030	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: The request to increase the total number of responses and total burden hours is due to the Agency's increased participation in use of the collection. The agency will identify strengths and weaknesses of current services and make improvements in service delivery based on feedback.

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Annual Cost to Federal Government: $375,000

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: 10/18/2023

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