Generic Clearance for the
Collection of Qualitative Feedback on Agency Service Delivery
Extension without change of a currently approved collection
No
Regular
02/25/2021
Requested
Previously Approved
36 Months From Approved
02/28/2021
300,000
300,000
24,990
24,990
0
0
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, Customs and Border Protection (CBP) (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 CBP 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 CBP’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 CBP and its customers and stakeholders. It will also allow
feedback to contribute directly to the improvement of program
management.
EO: EO
12862 Name/Subject of EO: Setting Customer Service Standards
Shade Williams 202 365-3691
shade.williams@cbp.dhs.gov
No
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.