0693-0031 Supporting Stmt Part B_NIST Generic Request Customer Service 2021

0693-0031 Supporting Stmt Part B_NIST Generic Request Customer Service 2021.docx

Generic Clearance for Customer Service-Related Data Collections

OMB: 0693-0031

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B. COLLECTIONS OF INFORMATION EMPLOYING STATISTICAL METHODS


1. Describe (including a numerical estimate) the potential respondent universe and any sampling or other respondent selection method to be used. Data on the number of entities (e.g., establishments, State and local government units, households, or persons) in the universe covered by the collection and in the corresponding sample are to be provided in tabular form for the universe as a whole and for each of the strata in the proposed sample. Indicate expected response rates for the collection as a whole. If the collection had been conducted previously, include the actual response rate achieved during the last collection.


This information collection submission is a generic (umbrella) clearance for Customer Satisfaction data collections. The individual information collections to be conducted under this generic clearance relate to a broad range of subjects including training, conferences, help desk assistance, and standards material customers. Therefore, the potential respondent universe includes members of the public, state and local governments, universities, private companies, non-profit organizations, etc. No sampling will be done for any of the information collections under this generic approval.


Responses are expected to be 120,000 annually, with an average response time of 10 minutes per response, resulting in approximately 15,000 burden hours annually.



2. Describe the procedures for the collection, including: the statistical methodology for stratification and sample selection; the estimation procedure; the degree of accuracy needed for the purpose described in the justification; any unusual problems requiring specialized sampling procedures; and any use of periodic (less frequent than annual) data collection cycles to reduce burden.


Some information collections may be posted on NIST public facing websites, while some information collections may be emailed to potential respondents for completion. Other collections may be provided to respondents in person, such as at the end of a training session or conference. NIST will, whenever possible, offer respondents the use of electronic collection methods to include fillable, fileable responses. There will be no sampling. Collected responses will be received by the program officials conducting the information collection for review of the responses.



3. Describe the methods used to maximize response rates and to deal with issues of non-response. The accuracy and reliability of the information collected must be shown to be adequate for intended uses. For collections based on sampling, a special justification must be provided for any collection that will not yield "reliable" data that can be generalized to the universe studied.



As there is neither a census nor sampling, there will be no claims that the data is representative. However, all feedback will be reviewed and considered.



4. Describe any tests of procedures or methods to be undertaken. Testing is encouraged as an effective means of refining collections of information to minimize burden and improve utility. Tests must be approved if they call for answers to identical questions from 10 or more respondents. A proposed test or set of tests may be submitted for approval separately or in combination with the main collection of information.


As the collections under this approval are basic collections related to customer satisfaction, tests of the procedures or methods are not done.



5. Provide the name and telephone number of individuals consulted on statistical aspects of the design, and the name of the agency unit, contractor(s), grantee(s), or other person(s) who will actually collect and/or analyze the information for the agency.


There is no statistical design. The contacts for each collection are as follows:



Information Collection

Organizational Unit

Contact Name

Contact Phone

Balance Scorecard Survey for Conference and Training Attendees

Public Affairs Office

Gladys Arrisueno

301-975-2002

NVLAP Assessor Questionnaire

Standards Coordination Office


Bethany Hackett


301-975-6113

NVLAP Accreditation Services Customer Survey

Standards Coordination Office


Bethany Hackett


301-975-6113

Sensor Science Division Short Course Evaluation

Physical Measurement Laboratory

Ben Tsai

301-975-2347

IT Assistance Center Customer Satisfaction Measurement

Office of Information Systems Management

Alice Cody

301-975-2646

Office of Weights and Measures Customer Satisfaction Survey

Physical Measurement Laboratory

Isabel Chavez Baucom

301-975-2128


OISM BSD Collection

Office of Financial Resource Management

Gregory Eichelberger

301-975-4337

CBS Classroom Training

Office of Financial Resource Management

Gregory Eichelberger

301-975-4337

CBS Webinar Training

Office of Financial Resource Management

Gregory

Eichelberger

301-975-4337

Standard Reference Materials (SRM) Customer Satisfaction Data Collections

Material Measurement Laboratory


Tracy Hayat


301-975-2092

Calibrations Customer Satisfaction Report Card

Physical Measurement Laboratory

Jim Fedchak

301-975-8962

PSCR 2021 Participant Survey

Communications Technology Laboratory

Dereck Orr

303-497-5400

Baldrige Examiner Training – Transportation Collection

Baldrige Performance Excellence Program

Dawn Bailey

301-975-3074

Baldrige Performance Excellence Program (BPEP) Conference – Information Collection

Baldrige Performance Excellence Program

Dawn Bailey

301-975-3074

NIST Standards Education Workshop for Grantees

Standards Coordination Office

Mary Jo DiBernardo

301-975-5503


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