Generic Clearance for SBA Customer Experience Data Collections

Forms and Documents

Forms and supporting documents for this ICR

Document	Type	Status	Availability
Form MySBA Certifications Contact Center Customer Experience Survey	Form	New	Available
ICR Template_A11 Section 280 Clearance v 5 13 24 CURRENTLY IN USE.docx	Supplementary Document	Uploaded 2024-11-15	Available
3245-0404 Supporting Statement B for SBA_A 11 Section 280 Improving Customer Experience CLEAN 9 12 24.docx	Supporting Statement B	Uploaded 2024-10-15	Available
3245-0404 Supporting Statement B for SBA_A 11 Section 280 Improving Customer Experience CLEAN 9 12 24.docx	Supporting Statement B	Uploaded 2024-10-15	Repair queued
3245-0404 Supporting Statement A for SBA_A 11 Section 280 Improving Customer Experience OMB UPDATED 10 29 24.docx	Supporting Statement A	Uploaded 2024-10-29	Repair queued
3245-0404 Supporting Statement A for SBA_A 11 Section 280 Improving Customer Experience CLEAN 9 12 24.docx	Supporting Statement A	Uploaded 2024-10-15	Missing upstream

IC Document Collections

Information collection document groups

IC ID	Collection	Type	Status	Form
279075	SBA.gov Agent Feedback	Other-Survey	New
275383	MySBA Certifications Contact Center Customer Experience Survey	Form	New	MySBA Certifications Contact Center Customer Experience Survey
275383	MySBA Certifications Contact Center Customer Experience Survey	Other-Survey	New
274475	MySBA Certifications Customer Experience Survey	Other-ICR Template A11 Section 28 MySBA Customer Experienc Certi	New
274098	Office of Field Operations Customer Experience Survey	Other-Non-substantive change A11 Section 280 Clearance	New
271632	OMB Circular A-11, Section 280 Implementation"	Other-OMB Circular A-11, Section 280 Implementation”	New

ICR Details

OMB Control No: 3245-0404	ICR Reference No: 202410-3245-001
Status: Active	Previous ICR Reference No: 202404-3245-006
Agency/Subagency: SBA	Agency Tracking No:
Title: Generic Clearance for SBA Customer Experience Data Collections
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved with change	Conclusion Date: 11/18/2024
Retrieve Notice of Action (NOA)	Date Received in OIRA: 10/16/2024
Terms of Clearance:

table that charts list comparision

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	11/30/2027	36 Months From Approved	02/28/2025
Responses	9,504,000	0	501,550
Time Burden (Hours)	477,750	0	502,250
Cost Burden (Dollars)	11,584,396	0	11,584,396

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Abstract: The U.S. Small Business Administration 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): 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:
	89 FR 64035	08/06/2024
30-day Notice:	Federal Register Citation:	Citation Date:
	89 FR 82672	10/11/2024
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 4

table that charts list of burden

IC Title	Form No.	Form Name
MySBA Certifications Contact Center Customer Experience Survey		MySBA Certifications Contact Center Customer Experience Survey
MySBA Certifications Customer Experience Survey
Office of Field Operations Customer Experience Survey
SBA.gov Agent Feedback

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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	9,504,000	501,550	0	9,002,450	0	0
Annual Time Burden (Hours)	477,750	502,250	0	-24,500	0	0
Annual Cost Burden (Dollars)	11,584,396	11,584,396	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: Yes

Burden Reduction Due to: Miscellaneous Actions

Short Statement: There is no change in information being collected or the burden.

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Annual Cost to Federal Government:

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: 10/16/2024

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