The information collection activity
will collect qualitative customer feedback in an efficient, timely
manner, in accordance with the Administration's commitment to
improving service delivery. This qualitative feedback will provide
insights into customer 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. It will also allow feedback
to contribute directly to the improvement of program
management.
EO: EO
12862 Name/Subject of EO: SETTING CUSTOMER SERVICE STANDARDS
The changes in burden hours
increased from 8750 to 18,958 because of the increased number of
respondents of 150,000 to 325,000 responding to qualitative
feedback surveys. Also, the annual hours of 18,958 requested for
this submission, is different from the last submission’s annual
hours of 26,250. The difference is due to the calculation of totals
over three years versus over one year.
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:
(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;
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.