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

Forms and Documents

Document Name	Status
Form TSA Form 1303 TSA Product Feedback Survey Form and Instruction	New
1652-0058 OMB 83C-PRA Change WorkSheet Form_1.pdf Justification for No Material/Nonsubstantive Change	2019-10-29
1652-0058 GenCL SS Part A_10.29.2019.docx Supporting Statement A	2019-10-29

IC Document Collections

IC ID	Document Title	Status
244789	TSA PreCheck™ Enrollment and Experience Survey & Random Screening Employee Perception Survey Other-Survey Questions	New
244415	Transportation Systems Sector Voluntary Web-Based Survey of NIST Version 1.1 Cybersecurity Framework Use. Other-Survey Questions	New
244388	REAL ID Awareness & Advertising Tracking Survey Other-Questionnaire	New
244046	Transportation Security Administration Contact Center Customer Satisfaction Survey-Telephone and Email Other-Survey	New
243751	TSA Product Feedback Survey Form and Instruction	New
243031	TSA's Office of Intelligence & Analysis Annual Customer Satisfaction Survey Other-Questions	New
241858	TSA REAL ID Survey Other-REAL ID survey	New
241739	Customer Service Surveys - CUG, BASE Report, EDC_PDC Courses and TSA I&A Other-1_CUG Survey	New
241503	Passenger Experience (WTMD-AIT, AdobeRedPax) and Customer Satisfaction Surveys (TCC and Customer Experience) Other-5_TSACustExpSurvey	New

ICR Details

OMB Control No: 1652-0058	ICR Reference No: 201909-1652-003
Status: Active	Previous ICR Reference No: 201905-1652-001
Agency/Subagency: DHS/TSA	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: 04/22/2020
	Date Received in OIRA: 11/21/2019
Terms of Clearance: Previous terms of clearance continue to apply.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	09/30/2022	09/30/2022	09/30/2022
Responses	7,094,500	0	94,500
Time Burden (Hours)	1,180,050	0	13,383
Cost Burden (Dollars)	0	0	0

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Abstract: 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.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: Setting Customer Service Standards
  

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:
	83 FR 49119	09/28/2018
30-day Notice:	Federal Register Citation:	Citation Date:
	84 FR 8737	03/11/2019
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 9

IC Title	Form No.	Form Name
Transportation Systems Sector Voluntary Web-Based Survey of NIST Version 1.1 Cybersecurity Framework Use.
TSA REAL ID Survey
TSA PreCheck™ Enrollment and Experience Survey & Random Screening Employee Perception Survey
TSA's Office of Intelligence & Analysis Annual Customer Satisfaction Survey
Transportation Security Administration Contact Center Customer Satisfaction Survey-Telephone and Email
TSA Product Feedback Survey	TSA Form 1303	TSA PRODUCT FEEDBACK SURVEY
Passenger Experience (WTMD-AIT, AdobeRedPax) and Customer Satisfaction Surveys (TCC and Customer Experience)
Customer Service Surveys - CUG, BASE Report, EDC_PDC Courses and TSA I&A
REAL ID Awareness & Advertising Tracking 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	7,094,500	94,500	0	7,000,000	0	0
Annual Time Burden (Hours)	1,180,050	13,383	0	1,166,667	0	0
Annual Cost Burden (Dollars)	0	0	0	0	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: Due to expanding outreach efforts to customers and stakeholders, the information collection burden has to be increased back to the prior OMB approved numbers of 7,094,500 respondents and 1,180,050 annual burden hours.

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Annual Cost to Federal Government: $200,000

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.     Yes

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: 11/21/2019

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