Generic Clearance for the
Collection of Qualitative Feedback on Agency Service Delivery
Revision of a currently approved collection
No
Regular
12/10/2020
Requested
Previously Approved
36 Months From Approved
01/31/2021
225,000
125,000
37,500
21,500
0
0
The information collection activity
will garner qualitative customer and stakeholder feedback in an
efficient, timely manner, in accordance with the Administration's
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. 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. Feedback collected under this generic clearance will
provide useful information, but it will not yield data that can be
generalized to the overall population. This type of generic
clearance for qualitative information will not be used for
quantitative information collections that are designed to yield
reliably actionable results, such as monitoring trends over time or
documenting program performance. Such data uses require more
rigorous designs that address: the target population to which
generalizations will be made, the sampling frame, the sample design
(including stratification and clustering), the precision
requirements or power calculations that justify the proposed sample
size, the expected response rate, methods for assessing potential
non-response bias, the protocols for data collection, and any
testing procedures that were or will be undertaken prior to
fielding the study. Depending on the degree of influence the
results are likely to have, such collections may still be eligible
for submission for other generic mechanisms that are designed to
yield quantitative results.
The reason for an increase in
the estimated number of respondents and total hours is due to our
expectation that we will be conducting more collections during the
next three years, due to new programs and visitor experiences. Many
of our surveys are online, and we estimate that the easier access
and online format has the potential to increase the number of
respondents, which carries with it an increase in the overall total
of burden hours. As a result, we have increased the estimated
number of respondents and hours. However, we believe that the
actual experience for each respondent will be less burdensome and
time-consuming.
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.
2020_FINAL_SS_0070_generic_clearance.docx
NAC MVP: SUS Benchmark Survey - 2020