Certification

CERTIFICATION
Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 0579-0377)
TITLE OF INFORMATION COLLECTION: Customer Satisfaction Survey; Pet Bird
Quarantine Business Process Improvement Project
PURPOSE:
To gather feedback on customers’ experience with Veterinary Services (VS)’ importation of
U.S.-origin pet birds back into the United States as a way to evaluate new protocols implemented
under the Business Process Improvement project.
DESCRIPTION OF RESPONDENTS:
Pet bird owners who have imported U.S.-origin birds back into the United States and who have
taken part in the VS home quarantine program.
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:_____Sarah Firebaugh_____________________________________
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, will any information that is collected be included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Yes, has an up-to-date System of Records Notice (SORN) 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

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BURDEN HOURS
Category of Respondent
Private Sector – Individuals/households

No. of
Participation
Respondents Time
50
15 minutes

Totals

50

Burden
13
hours
13

FEDERAL COST: The estimated annual cost to the Federal government is __$327_________
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?
[x ] Yes
[ ] 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?
VS NIES Air and Sea Ports Services (ASPS) will work from a list of all pet bird ownerimporters who have participated in the home quarantine process. The importers will be sent an
email linking to the customer satisfaction survey once they finish the home quarantine. Any
owners without internet access will be offered the option to answer the survey by phone after the
completion of the quarantine. The survey questions are:
1. Were you able to easily find information about pet bird quarantine procedures and
process on the VS NIES Web site? If not, what suggestions do you have for improving
access to the information?
2. Did VS serve you well during the importation and quarantine process? Include your
response to your experience with permit issuance (timeliness, communication, and
thoroughness), work with the Port Veterinarian (punctuality, courtesy, apparent skill
level, and services provided) and the home quarantine visit itself.
3. What is your idea or concept of the risk associated with re-imports of U.S.-origin pet
birds? Why do you think VS handles these imports the way we do?
4. Overall, what went well with your experience?
5. Overall, what can we improve on?
Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[ x ] Web-based or other forms of Social Media
[x ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain email or survey monkey
2. Will interviewers or facilitators be used? [ x] Yes [ ] No

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Please make sure that all instruments, instructions, and scripts are submitted with the
request.
If importers are unable to complete the web-based survey because they don’t have access to the
Internet, an ASPS administrative staff person will call the importer to ask if they would like to
complete the survey by phone. If the importer would like to take the survey, the interviewer
would ask the following questions (same as the web-based survey) and manually record the
answers:
1. Were you able to easily find information about pet bird quarantine procedures and
process on the VS NIES Web site? If not, what suggestions do you have for improving
access to the information?
2. Did VS serve you well during the importation and quarantine process? Include your
response to your experience with permit issuance (timeliness, communication, and
thoroughness), work with the Port Veterinarian (punctuality, courtesy, apparent skill
level, and services provided) and the home quarantine visit itself.
3. What is your idea or concept of the risk associated with re-imports of U.S.-origin pet
birds? Why do you think VS handles these imports the way we do?
4. Overall, what went well with your experience?
5. Overall, what can we improve on?

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Instructions for completing Request for Approval under the “Generic
Clearance for the Collection of Routine Customer Feedback”
TITLE OF INFORMATION COLLECTION: Provide the name of the collection that is the
subject of the request. (e.g. Comment card for soliciting feedback on xxxx)
PURPOSE: Provide a brief description of the purpose of this collection and how it will be used.
If this is part of a larger study or effort, please include this in your explanation.
DESCRIPTION OF RESPONDENTS: Provide a brief description of the targeted group or
groups for this collection of information. These groups must have experience with the program.
TYPE OF COLLECTION: Check one box. If you are requesting approval of other
instruments under the generic, you must complete a form for each instrument.
CERTIFICATION: Please read the certification carefully. If you incorrectly certify, the
collection will be returned as improperly submitted or it will be disapproved.
Personally Identifiable Information: Provide answers to the questions. Note: Agencies
should only collect PII to the extent necessary, and they should only retain PII for the period of
time that is necessary to achieve a specific objective.
Gifts or Payments: If you answer yes to the question, please describe the incentive and provide
a justification for the amount.
BURDEN HOURS:
Category of Respondents: Identify who you expect the respondents to be in terms of the
following categories: (1) Individuals or Households;(2) Private Sector; (3) State, local, or tribal
governments; or (4) Federal Government. Only one type of respondent can be selected per row.
No. of Respondents: Provide an estimate of the Number of respondents.
Participation Time: Provide an estimate of the amount of time required for a respondent to
participate (e.g. fill out a survey or participate in a focus group)
Burden: Provide the Annual burden hours: Multiply the Number of responses and the
participation time and divide by 60.
FEDERAL COST: Provide an estimate of the annual cost to the Federal government.
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. Please provide a description of how you plan to
identify your potential group of respondents and how you will select them. If the answer is yes,
to the first question, you may provide the sampling plan in an attachment.
Administration of the Instrument: Identify how the information will be collected. More than
one box may be checked. Indicate whether there will be interviewers (e.g. for surveys) or
facilitators (e.g., for focus groups) used.
Submit all instruments, instructions, and scripts are submitted with the request.

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