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

Forms and Documents

Document Name	Status
NPPD IT Operations and Services Management Division Customer Satisfaction Survey Form and Instruction	New
Form Product Feedback F US-CERT Website Feedback Form and Instruction	New
ISCD Feedback Questionnaire Form	New
NPPD Analysis Customer Feedback Survey V2 Form	New
83c-fill.pd 1670-0027 NPPD Generic - signed.pdf Justification for No Material/Nonsubstantive Change	2016-08-09
30-day FRN Vol. 79, No. 96 Monday, May 19, 2014 Notices 28774 DHS-2013-0032 NPPD Generic Clearance.pdf Supplementary Document	2014-07-31
60-day FRN Vol. 78, No. 244 Thursday, December 19, 2013 Notices 76849 DHS-2013-0032 NPPD Generic Clearance for Collection of Qualitative Feedback on Agency Service Delivery.pdf Supplementary Document	2014-07-31
Supporting Statement B_Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery.doc Supporting Statement B	2014-07-31
Supporting Statement A_Generic Clearance for Collection of Qualitative Feedback v5.docx Supporting Statement A	2016-08-03

IC Document Collections

IC ID	Document Title	Status
227293	NPPD IT Operations and Services Management Division Customer Satisfaction Survey Form and Instruction	New
226961	US-CERT Website Feedback Form and Instruction	New
223372	ISCD Feedback Questionnaire Form	New
223365	NPPD Analysis Customer Feedback Survey V2 Form	New
219499	NPPD Office of Human Capital (OHC) Customer Service Survey Other-Online Survey	Unchanged
214619	NPPD Analysis Customer Feedback Survey Other-Feedback Survey	Unchanged

ICR Details

OMB Control No: 1670-0027	ICR Reference No: 201608-1670-001
Status: Historical Active	Previous ICR Reference No: 201406-1670-003
Agency/Subagency: DHS/CISA	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
Type of Information Collection: No material or nonsubstantive change to a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 08/29/2016
	Date Received in OIRA: 08/10/2016
Terms of Clearance: Previous terms of clearance continue to apply.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	10/31/2017	10/31/2017	10/31/2017
Responses	75,080	0	14,080
Time Burden (Hours)	9,445	0	7,920
Cost Burden (Dollars)	0	0	0

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Abstract: Executive Order 12862 directs Federal agencies to provide service to the public that matches or exceeds the best service available in the private sector. In order to work continuously to ensure that our programs are effective and meet our customers' needs, National Protection and Programs Directorate (hereafter "the Agency") seeks to obtain OMB approval of a generic clearance to collect qualitative feedback on our 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 collection of information is necessary to enable the Agency to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery. The information collected from our customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the Agency's programs. 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.

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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:
	78 FR 244	12/19/2013
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 96	05/19/2014
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 6

IC Title	Form No.	Form Name
NPPD Office of Human Capital (OHC) Customer Service Survey
NPPD Analysis Customer Feedback Survey V2	NA	NPPD Analysis Customer Feedback Survey V2
US-CERT Website Feedback	Website Feedback Form, Product Feedback Form	n/a ,   n/a
ISCD Feedback Questionnaire	NA, NA	ISCD Feedback Questionnaire 12.30.15 ,   ISCD Feedback Questionnaire 12.30.15 Survey Monkey Screen Shots
NPPD Analysis Customer Feedback Survey
NPPD IT Operations and Services Management Division Customer Satisfaction Survey	n/a	n/a

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ICR Summary 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	75,080	14,080	0	0	61,000	0
Annual Time Burden (Hours)	9,445	7,920	0	0	1,525	0
Annual Cost Burden (Dollars)	0	0	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: No

Burden Reduction Due to:

Short Statement:

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Annual Cost to Federal Government: $200,000

Does this IC contain surveys, censuses, or employ statistical methods? No

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? 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? Uncollected

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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: 08/10/2016

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