3245-0404 Supporting Stmt B_A-11 Sec. 280 Improving Customer Experience rev_ 1-26-2021

OMB Control Number: 3245-0404

SUPPORTING STATEMENT B

FOR PAPERWORK REDUCTION ACT SUBMISSION

Improving Customer Experience

(OMB Circular A-11, Section 280 Implementation)

Data collection methods and procedures will vary; however, the primary purpose of these collections will be for improving service delivery; public sharing of this data is limited to the context described in Supporting Statement A.

1. Universe and Respondent Selection

The activities under this clearance may involve samples of self-selected customers, as well as convenience samples, purposive samples, and quota samples, with respondents selected either to cover a broad range of customers or to include specific characteristics related to certain products or services.

Results will not be used to make statements representative of the universe of study, to produce statistical descriptions (careful, repeatable measurements), or to generalize the data beyond the scope of the sample. The specific sample planned for each individual collection and the method for soliciting participation will be described fully in each information collection request.

Qualitative research interviews and quantitative surveys are tools used by program managers to change or improve programs, products, or services. The accuracy, reliability, and applicability of the results of these surveys are adequate for their purpose.

The samples associated with this collection will not subjected to the same scrutiny as scientifically drawn samples as they are not meant to be interpreted similarly.

2. Procedures for Collecting Information

The Agency expects to use a variety of methodologies for the various information collections carried out under this generic clearance. For example, the Agency or its contractors may use commercial survey-specific software to automate its collection and analysis of feedback. In addition to physical copies, information collection instruments may be electronically disseminated and/or posted on target pages of the Agency’s web site. Telephone scripts, personal interviews, and focus groups with professional guidance and moderation may also be used. The Agency will submit specific details with each information collection.

3. Methods to Maximize Response

Information collected under this generic clearance will not yield generalizable quantitative findings; it can provide useful customer input. The use of the government-wide standard customer feedback measures and recommended methods for implementing are aimed at increasing response rates of feedback surveys. The response rates to the data collections conducted for Testing of Services and Products will be maximized by the use of brief and user-friendly (interactive web-based) surveys, distributing personalized Agency official introduction letters/emails highlighting the importance of the data collection, and conducting multiple follow-ups contacts via email and phone calls with initial non-respondents, when appropriate.

4. Testing of Procedures

Pretesting may be done with internal staff, and no more than nine members of the public, and/or customers who are familiar with the programs and products. The pretesting procedures will approximate the actual data collection process via administering the data collection materials (e.g., the introduction and follow-up letters and emails), the survey instruments (e.g., the web survey) and/or the interview protocols to accurately estimate the respondent hour burden. The data collection procedures, materials, and instruments will be revised based on the feedback obtained from the pretest respondents.

2