Generic Information Collection Plan for the Collection of Qualitative Feedback on Bureau Service Delivery

Forms and Documents

Document Name	Status
Howard Law Redress Claim Form Form and Instruction	Unchanged
3170-0024 Nonsubstantive Change Justification.docx Justification for No Material/Nonsubstantive Change	2021-08-04
3170-0024 Fast Track - Generic IC Template (2019 Renewal) OMB.pdf Supplementary Document	2019-03-20
3170-0024 Supporting Statement Part B (2019 Renewal) OMB.pdf Supporting Statement B	2019-03-20
3170-0024 - Supporting Statement Part A (2019 Renewal) OMB.pdf Supporting Statement A	2019-03-20

IC Document Collections

IC ID	Document Title	Status
248357	Howard Law Redress Claim Form Form and Instruction	Unchanged
248077	Grad Path Pilot Feedback Other-screenshots	Unchanged
248069	Homepage Visual Concept and Usability Testing Instruction	Unchanged
247813	User Research with African-American, Hispanic, and Rural Consumers Other-screener questions	Unchanged
246167	Savings Initiative: Training Survey Other-Survey	Unchanged
243415	Cybersecurity Skills Gap Survey Other-Survey	Unchanged
242845	CFPB Annual Survey to Advisory Committee Members Other-Invitation email	Unchanged
241765	Managing Someone Else's Money User Testing Other-Screener	Unchanged
241756	General Audience Screener for Testing Usability of CFPB Consumer Touchpoints Other-Screener	Unchanged
237563	Feedback on the Use of the Your Money, Your Goals Toolkit Other-Invitation Email	Unchanged
237561	Video Games and Apps: Focus Groups Other-Screener	Unchanged
235430	Bureau of Consumer Financial Protection Customer Satisfaction Survey Other-Surveys	Unchanged
235429	Online Compliance Guidance Materials User Satisfaction Survey Other-Survey	Unchanged
235428	Consumer Response Call Center Satisfaction Survey Other-Survey	Unchanged
235427	Office of Civil Rights (OCR) Customer Feedback Surveys Other-OCR Surveys	Unchanged
235426	Money Smart for Older Adults Train-the-Trainer Session Feedback Form and Money Smart for Older Adults Participant Evaluation Form (English and Spanish) Other-Survey	Unchanged
235425	Recruitment Screener for Buying a House Project User Experience Testing Other-Screener	Unchanged
235424	Buying a House User Questions Other-Submit a Question	Unchanged

ICR Details

OMB Control No: 3170-0024	ICR Reference No: 202108-3170-001
Status: Received in OIRA	Previous ICR Reference No: 201808-3170-009
Agency/Subagency: CFPB	Agency Tracking No: GICP MASTER
Title: Generic Information Collection Plan for the Collection of Qualitative Feedback on Bureau 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	Date Submitted to OIRA: 08/04/2021

	Requested	Previously Approved
Expiration Date	05/31/2022	05/31/2022
Responses	250,000	80,000
Time Burden (Hours)	29,000	9,000
Cost Burden (Dollars)	0	0

---

Abstract: This generic information collection plan provides for the collection of qualitative feedback from consumers, financial institutions, and stakeholders on a wide range of services the Bureau provides in an efficient, timely manner, in accordance with the Bureau's commitment to improving service delivery. By qualitative feedback, the Bureau means information that provides useful insights on, for example, comprehension, usability, perceptions, and opinions, but are not statistical surveys that yield quantitative results that can be generalized to the population of study. The Bureau expects this feedback to include insights into consumer, financial institution, 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 Bureau and consumers, financial institutions, and stakeholders. It will also allow feedback to contribute directly to the improvement of program management.

---

Authorizing Statute(s): None

Citations for New Statutory Requirements: None

---

Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

---

Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	83 FR 49368	10/01/2018
30-day Notice:	Federal Register Citation:	Citation Date:
	84 FR 11288	03/26/2019
Did the Agency receive public comments on this ICR? No

---

Number of Information Collection (IC) in this ICR: 18

IC Title	Form No.	Form Name
Bureau of Consumer Financial Protection Customer Satisfaction Survey
Buying a House User Questions
CFPB Annual Survey to Advisory Committee Members
Consumer Response Call Center Satisfaction Survey
Cybersecurity Skills Gap Survey
Feedback on the Use of the Your Money, Your Goals Toolkit
General Audience Screener for Testing Usability of CFPB Consumer Touchpoints
Grad Path Pilot Feedback
Homepage Visual Concept and Usability Testing
Howard Law Redress Claim Form	N/A	CFPB v Howard Law Claim Form
Managing Someone Else's Money User Testing
Money Smart for Older Adults Train-the-Trainer Session Feedback Form and Money Smart for Older Adults Participant Evaluation Form (English and Spanish)
Office of Civil Rights (OCR) Customer Feedback Surveys
Online Compliance Guidance Materials User Satisfaction Survey
Recruitment Screener for Buying a House Project User Experience Testing
Savings Initiative: Training Survey
User Research with African-American, Hispanic, and Rural Consumers
Video Games and Apps: Focus Groups

---

ICR Summary of Burden

	Total Request	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	250,000	80,000	0	0	170,000	0
Annual Time Burden (Hours)	29,000	9,000	0	0	20,000	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: The Consumer Financial Protection Bureau requests that OMB approves the “Generic Information Collection Plan for the Collection of Qualitative Feedback on Bureau Service Delivery” information collection (OMB Control No. 3170-0024) for an increase to the maximum allowable burden for use on generic information collection activities. Currently, OMB Control No. 3170-0024 is approved to maximally allow: • 80,000 responses (Total Number of Responses) • 9,000 hours (Total Time Burden) We are requesting that these respective limits are raised to: • 250,000 responses (Total Number of Responses) • 29,000 hours (Total Time Burden) This request is due to sharply increasing Bureau activities that are and will be implicating OMB Control Number 3170-0024 into the foreseeable future. The Bureau is making no program changes nor changes to the nature of planned activities submitted under OMB Control Number 3170-0024. This request reflects only an increased amount of the sort of Bureau activities for which OMB Control Number 3170-0024 was intended.

---

Annual Cost to Federal Government: $0

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]? Yes

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? No

---

Common Form ICR:  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:

(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: 08/04/2021

---