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

The U.S. Merit Systems Protection Board (MSPB) is seeking to reinstate a previously approved information collection in accordance with the Paperwork Reduction Act (PRA). This information collection is part of MSPB’s efforts to improve customer service delivery. The information collection instruments consist of short customer focused surveys distributed through Qualtrics, MSPB’s survey platform. Through this collection and approval process, MSPB is complying with normal clearance procedures and meeting our commitments under Executive Order 12862, “Setting Customer Service Standards” (September 11, 1993). The information collection activity will garner qualitative customer and stakeholder feedback in an efficient, timely manner, in accordance with the Administration's commitment to improving service delivery. By qualitative feedback we mean information that provides useful insights on perceptions and opinions, but are not statistical surveys that yield quantitative results that can be generalized to the population of study. 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 MSPB and its customers and stakeholders. It will also allow feedback to contribute directly to the improvement of program management.

The latest form for Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery expires 2026-08-31 and can be found here.