The Federal Aviation Administration (FAA) Unmanned Aircraft Systems (UAS) Support Center Case Management System (CMS) is being created to help streamline how stakeholders' questions are answered in a timely manner. Specifically, the Contact Customer Support form allows the public and other stakeholders to ask the FAA questions, as well as get the appropriate answer or information they need to operate their UAS or drone safely. The UAS Support Center has a publicly available form to submit inquiries. This form would be replacing the current web form to be used within the Salesforce solutions that allows UAS Integration Office additional technology to more efficient and streamline the UAS Support center business process. This form would allow the UAS Integration Office to collect the appropriate information about the stakeholder's name, preferred method of communications email address, phone number, zip code, type of flyer that would allow the Support Center Analysts to answer the customer's specific question more efficiently.
The CMS support center application had a requirement to add different roles, responsibly and user access for different personas. User profiles were implemented to manage different user access that the UAS CMS have defined. The user profile and roles that are defined in the application include: public users, support center analyst, content manager, data manager, leadership and business administrator and each role have unique responsibility and privileges. The CMS application has added profiles and permission groups to separate privileges between these roles. The public form users are assigned the public profile which only grants them access to create inquires or records to the CMS application. In addition to the public profile, the CMS application has added zip code as a new collection on the public form. The change to add zip code were due to the need for support center analyst to answer questions quicker based on the airspace inquiry request location.
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:
(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;
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.
2025-19167.pdf
30 Day FRN Docket 0810.docx