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

Forms and Documents

Document Name	Status
CISA Website Feedback Survey Form and Instruction	Unchanged
NIST Framework Utilization Survey Form and Instruction	Unchanged
FedVTE Feedback Survey Form	Unchanged
CISA Partner Satisfication Survey Form and Instruction	Unchanged
CISA Reporting Surveys Form	Unchanged
NPPD Evaluation Surveys Form and Instruction	Unchanged
CS&C Event Evaluation Survey Form	Unchanged
NPPD Feedback Surveys Form	Unchanged
NPPD Customer Service Survey Form	Unchanged
Customer Feedback Surveys Form	Unchanged
Product Feedback Surveys Form	Unchanged
Stakeholder Feedback Surveys Form	Unchanged
Infrastructure Security Compliance Division (ISCD) Feedback Questionnaire Form	Unchanged
OMB Form 83-C_1670-0027_Generic Clearance.pdf Justification for No Material/Nonsubstantive Change	2020-01-13
EO 12862.pdf Supplementary Document	2017-08-28
1670-0027_Supporting Statement B_Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery.doc Supporting Statement B	2017-08-28
1670-0027_SS-A_Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery_Change Request.docx Supporting Statement A	2019-12-23

IC Document Collections

IC ID	Document Title	Status
237858	CISA Website Feedback Survey Form and Instruction	Unchanged
237073	NIST Framework Utilization Survey Form and Instruction	Unchanged
235919	FedVTE Feedback Survey Form	Unchanged
234847	CISA Partner Satisfication Survey Form and Instruction	Unchanged
234037	CISA Reporting Surveys Form	Unchanged
232900	NPPD Evaluation Surveys Form and Instruction	Unchanged
231781	CS&C Event Evaluation Survey Form	Unchanged
231585	NPPD Feedback Surveys Form	Unchanged
230769	NPPD Customer Service Survey Form	Unchanged
230379	Customer Feedback Surveys Form	Unchanged
230196	Product Feedback Surveys Form	Unchanged
230106	Stakeholder Feedback Surveys Form	Unchanged
229882	Infrastructure Security Compliance Division (ISCD) Feedback Questionnaire Form	Unchanged

ICR Details

OMB Control No: 1670-0027	ICR Reference No: 201912-1670-001
Status: Active	Previous ICR Reference No: 201708-1670-002
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: 07/23/2020
	Date Received in OIRA: 01/29/2020
Terms of Clearance:

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	01/31/2021	01/31/2021	01/31/2021
Responses	10,500,630	0	800,630
Time Burden (Hours)	525,180	0	40,180
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): EO: EO 12862 Name/Subject of EO: Setting Customer Service Stds
  

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 21258	05/05/2017
30-day Notice:	Federal Register Citation:	Citation Date:
	82 FR 38927	08/16/2017
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 13

IC Title	Form No.	Form Name
Customer Feedback Surveys	n/a, n/a, n/a, n/a, n/a	Administrative Support Division (ASD) Customer Service Survey ,   Human Capital Customer Service Survey ,   IT Operations and Services Management (ITOSM) Customer Service Survey ,   Office of Procurement Customer Service Survey ,   NPPD Management Customer Service Survey
CISA Partner Satisfication Survey	n/a	CISA Partner Satisfication Survey
CISA Website Feedback Survey	n/a	Website Feedback Survey
NPPD Evaluation Surveys	n/a, n/a, n/a, n/a, n/a	NPPD IT Support Employee Evaluation Survey ,   NPPD Event Evaluation Survey ,   NPPD Event Session Evaluation Survey ,   NPPD Presenter Evaluation Survey ,   NPPD Webinar Evaluation Survey
Stakeholder Feedback Surveys	n/a, n/a, N/A, N/A, N/A, N/A	Cross-Sector Events Feedback Survey ,   Information Sharing Engagement Feedback Survey ,   Partnership Feedback Survey ,   Product or Tool Feedback Survey ,   HSIN-CI Feedback ,   CSA Program Stakeholder Survey
NPPD Customer Service Survey	n/a	NPPD Customer Service Survey
CS&C Event Evaluation Survey	n/a	CS&C Event Evaluation Survey
NPPD Feedback Surveys	n/a, n/a	NCCAD Customer Feedback Survey ,   NICCS Website Survey Updated
NIST Framework Utilization Survey	n/a	NIST Framework Utilization Survey
Product Feedback Surveys	n/a, n/a, n/a, n/a, n/a	NICCS Website Feedback Survey ,   US-CERT.gov_Product Feedback From ,   US-CERT.gov Website Feedback Survey ,   NPPD Analysis Survey ,   OCIA Industry Solicitation Survey
CISA Reporting Surveys	n/a, n/a	CISA Reporting Survey ,   CISA Stakeholder Survey
Infrastructure Security Compliance Division (ISCD) Feedback Questionnaire	n/a, n/a	ISCD Feedback Questionnaire ,   ISCD Feedback Questionnaire
FedVTE Feedback Survey	n/a	FedVTE 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	10,500,630	800,630	0	9,700,000	0	0
Annual Time Burden (Hours)	525,180	40,180	0	485,000	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: CISA is increasing the uses of surveys to obtain greater feedback from the public, the increased use requires a larger approved bank of responses and burden hours. Also, updating package to change name from NPPD to CISA.

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Annual Cost to Federal Government: $200,000

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

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? No

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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: 01/29/2020

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