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

Forms and Documents

Document Name	Status
ABA Complainant Customer Satisfaction Survey Form	New
USAB Generic Renewal_30-Day Notice_82 FR 52875.pdf Supplementary Document	2017-11-16
USAB Generic Renewal_60 Day Notice_82 FR 37421.pdf Supplementary Document	2017-11-16
ROCIS_Generic ICR_Supporting Statement B_Final_11_16_17.pdf Supporting Statement B	2017-11-16
ROCIS_Generic ICR_Supporting Statement A_Final_11_16_17.pdf Supporting Statement A	2017-11-16

IC Document Collections

IC ID	Document Title	Status
232538	ADA Webinar Customer Satisfaction Survey Other-Customer Feedack Survey	New
232514	508 Webinar Customer Satisfaction Survey Other-Customer Feedback Survey	New
231893	ABA Complainant Customer Satisfaction Survey Form	New

ICR Details

OMB Control No: 3014-0011	ICR Reference No: 201711-3014-001
Status: Active	Previous ICR Reference No: 201410-3014-001
Agency/Subagency: ATBCB	Agency Tracking No: 2017-003
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 01/19/2018
	Date Received in OIRA: 11/16/2017
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	01/31/2021	36 Months From Approved	01/31/2018
Responses	11,820	0	1,100
Time Burden (Hours)	774	0	120
Cost Burden (Dollars)	0	0	5,000

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Abstract: This collection of information is necessary to enable the Access Board to garner qualitative feedback from customers and stakeholders in an efficient, timely manner, in accordance with our 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. The information collected from our customers and stakeholders will help ensure that users have an effective, efficient, and satisfying experience with the Access Board’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:
	82 FR 37421	08/10/2017
30-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 52875	11/15/2017
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 3

IC Title	Form No.	Form Name
ABA Complainant Customer Satisfaction Survey	n/a, n/a	ABA Complainant Customer Satisfaction Survey ,   ABA Online Customer Satisfaction Survey Instrument
ADA Webinar Customer Satisfaction Survey
508 Webinar Customer Satisfaction Survey

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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	11,820	1,100	0	10,720	0	0
Annual Time Burden (Hours)	774	120	0	654	0	0
Annual Cost Burden (Dollars)	0	5,000	0	-5,000	0	0

Burden increases because of Program Change due to Agency Discretion: Yes

Burden Increase Due to: Miscellaneous Actions

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: The US Access Board is seeking in this generic ICR package to renew (with changes) its existing generic clearance that expires on 1/31/18. The generic ICR As discussed in the agency's 60-day and 30-day notices, we are seeking a modest increase in the annual number of respondents and burden hours in this ICR package primarily because we expect to solicit feedback across a broader spectrum of agency programs and services. However, due to a quirk in the ROCIS form (at least in 2015 when the prior generic ICR was requested and approved), the form appeared to be asking for annual figures -- as opposed to 3-year cumulative figures -- for requested respondents and burden hours. Accordingly, in 2015, the respondent/burden hour totals reflected in the Access Board's ROCIS submission were actually annual figures, rather than 3-year cumulative figures. If those 2015-submitted respondent/burden hour totals are multiplied by three, then the resulting respondent/burden hour totals are not significantly different from the respondent/burden hours requested now by the Access Board in this 2017 generic ICR package.

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Annual Cost to Federal Government: $0

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     No

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     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: 11/16/2017

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