Submission Request Form

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 0690-0030)
TITLE OF INFORMATION COLLECTION:
Patents End-to-End System Customer Feedback on Online Payment Process
PURPOSE:
To obtain qualitative feedback from the public on agency service delivery associated with the U.S. Patent
and Trademark Office’s (USPTO) efforts in designing a new information system entitled “Patents EndTo-End (or PE2E).”
This new information system development project includes the reengineering of pre-examination,
examination, and publication processes. PE2E will provide a new core architecture including improved
reliability and availability for all automated systems. The new system will provide applicants and the
user community with access to information and data.
Information collected from customers will assist the USPTO in designing a system that comprehensively
considers all customer concerns and will support efforts to enhance customer delivery and performance
cycle time.

DESCRIPTION OF RESPONDENTS:
Any stakeholder who has an interest in the online payment process.

TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software
[ ] Focus Group

[x] Customer Satisfaction Survey
[ ] Small Discussion Group
[ ] Other: ______________________

CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program in the future.
Name: Holly Higgins

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To assist review, please provide answers to the following question:
Personally Identifiable Information:
1. Is personally identifiable information (PII) collected? [ ] Yes [ x] No
2. If Yes, is the information that will be collected included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Applicable, has a System or Records Notice been published? [ ] Yes [ ] No
Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants? [ ] Yes [ x ] No

BURDEN HOURS
Category of Respondent

Burden

USPTO Stakeholders

No. of
Participation
Respondents Time
500
5 min (.08 hrs)

Totals

500

42 hrs

42 hrs

FEDERAL COST: The estimated annual cost to the Federal Government is $3,032 (500
responses x 0.13 hrs = 65 hrs; 65 hrs x $46.64 = $3,032).
The USPTO estimates that it takes a GS-12 step 1, 8 minutes (0.13 hours) to process the
information from the survey. The hourly rate for a GS-12 step 1 is currently $35.88 according to
the U.S. Office of Personnel Management wage chart including locality pay for the Washington,
D.C. area. When 30% is added to account for a fully loaded hourly rate (benefits and overhead),
the rate per hour for a GS-12, step 1 is $46.64. ($35.88 + $10.76 = $46.64)
If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents
1. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?
[ ] Yes [x ] No
If the answer is yes, please provide a description of both below (or attach the sampling plan)? If
the answer is no, please provide a description of how you plan to identify your potential group of
respondents and how you will select them?
We would request volunteers from several sources, including but not limited to:
attendees of a focus session, trade show attendees, through the agency call center and possibly
through an online survey at www.uspto.gov.
Limitations on respondents will be determined not by limiting the potential group of respondents,
but by resource constraints.

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Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[x] Web-based or other forms of Social Media
[ ] Telephone
[x] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [ ] Yes [ x ] No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.

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