Information Collection; Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
| Published date | 15 March 2022 |
| Citation | 87 FR 14532 |
| Record Number | 2022-05406 |
| Section | Notices |
| Court | General Services Administration |
Federal Register, Volume 87 Issue 50 (Tuesday, March 15, 2022)
[Federal Register Volume 87, Number 50 (Tuesday, March 15, 2022)]
[Notices]
[Pages 14532-14533]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2022-05406]
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GENERAL SERVICES ADMINISTRATION
[OMB Control No. 3090-0297; Docket No. 2022-0001; Sequence No. 2]
Information Collection; Generic Clearance for the Collection of
Qualitative Feedback on Agency Service Delivery
AGENCY: General Services Administration (GSA).
ACTION: Notice of request for an extension to an existing OMB
clearance.
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SUMMARY: Under the provisions of the Paperwork Reduction Act, the
Regulatory Secretariat Division will be submitting to the Office of
Management and Budget (OMB) a request to review and approve an
extension of a previously approved information collection requirement
regarding the Generic Clearance for the Collection of Qualitative
Feedback on Agency Service Delivery.
DATES: Submit comments on or before May 16, 2022.
ADDRESSES: Submit comments identified by Information Collection 3090-
0297 via http://www.regulations.gov. Submit comments via the Federal
eRulemaking portal by searching for ``Information Collection 3090-0297,
Generic Clearance for the Collection of Qualitative Feedback on Agency
Service Delivery.'' Select the link ``Submit a Comment'' that
corresponds with ``Information Collection 3090-0297, Generic Clearance
for the Collection of Qualitative Feedback on Agency Service
Delivery.'' Follow the instructions provided at the ``Submit a
Comment'' screen. Please include your name, company name (if any), and
``Information Collection 3090-0297'' on your attached document.
Instructions: Please submit comments only and cite Information
Collection 3090-0297, Generic Clearance for the Collection of
Qualitative Feedback on Agency Service Delivery, in all correspondence
related to this collection. Comments received generally will be posted
without change to http://www.regulations.gov, including any personal
and/or business confidential information provided. To confirm receipt
of your comment(s), please check www.regulations.gov, approximately
two-to-three days after submission to verify posting.
FOR FURTHER INFORMATION CONTACT: Mr./Ms. Sheev Dav[eacute], Office of
Customer Experience, GSA, at 816-349-1536, or via email at
[email protected].
[[Page 14533]]
SUPPLEMENTARY INFORMATION:
A. Purpose
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 the Agency and its customers and
stakeholders. It will also allow feedback to contribute directly to the
improvement of program management.
Feedback collected under this generic clearance will provide useful
information, but it will not yield data that can be generalized to the
overall population. This type of generic clearance for qualitative
information will not be used for quantitative information collections
that are designed to yield reliably actionable results, such as
monitoring trends over time or documenting program performance.
Such data uses require more rigorous designs that address: The
target population to which generalizations will be made, the sampling
frame, the sample design (including stratification and clustering), the
precision requirements or power calculations that justify the proposed
sample size, the expected response rate, methods for assessing
potential non-response bias, the protocols for data collection, and any
testing procedures that were or will be undertaken prior fielding the
study.
Depending on the degree of influence the results are likely to
have, such collections may still be eligible for submission for other
generic mechanisms that are designed to yield quantitative results. The
Digital Government Strategy released by the White House in May, 2012
drives agencies to have a more customer-centric focus. Because of this,
GSA anticipates an increase in requests to use this generic clearance,
as the plan states that: A customer-centric principle charges us to do
several things: Conduct research to understand the customer's business,
needs and desires; ``make content more broadly available and accessible
and present it through multiple channels in a program-and device-
agnostic way; make content more accurate and understandable by
maintaining plain language and content freshness standards; and offer
easy paths for feedback to ensure we continually improve service
delivery.
The customer-centric principle holds true whether our customers are
internal (e.g., the civilian and military federal workforce in both
classified and unclassified environments) or external (e.g., individual
citizens, businesses, research organizations, and state, local, and
tribal governments).''
B. Annual Reporting Burden
Respondents: 500,000.
Responses per Respondent: 1.
Total Annual Responses: 500,000.
Hours per response: 60.446 minutes.
Total Burden hours: 32,970.72.
C. Public Comments
Public comments are particularly invited on: Whether this
collection of information is necessary and whether it will have
practical utility; whether our estimate of the public burden of this
collection of information is accurate, and based on valid assumptions
and methodology; ways to enhance the quality, utility, and clarity of
the information to be collected.
Obtaining Copies of Proposals: Requesters may obtain a copy of the
information collection documents from the GSA Regulatory Secretariat
Division, by calling 202-501-4755 or emailing [email protected]. Please
cite OMB Control No. 3090-0297, Generic Clearance for the Collection of
Qualitative Feedback on Agency Service Delivery, in all correspondence.
Beth Anne Killoran,
Deputy Chief Information Officer.
[FR Doc. 2022-05406 Filed 3-14-22; 8:45 am]
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