Certificaiton

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 0579-0377)
TITLE OF INFORMATION COLLECTION: Plant Protection and Quarantine;
Stakeholder/Customer Satisfaction Survey
PURPOSE: The purpose of this survey is for PPQ to continue to measure the performance of its
quality management system by monitoring information related to customer perception in
relationship to customer requirements. PPQ has determined that the best method for obtaining
this information is through the use of stakeholder/customer satisfaction surveys. The survey is
intended to solicit stakeholder and customer feedback with regards to their satisfaction with the
regulatory services of Permit Services and Pest Permit Evaluations.
DESCRIPTION OF RESPONDENTS: Persons who require a permit.
TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software)
[ ] Focus Group

[x] Customer Satisfaction Survey
[ ] Small Discussion Group
[ ] Other: __________________

CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program in the future.
Name: Christopher Bembenek, Communications Customer Service, PPQ, APHIS
To assist review, please provide answers to the following questions:
Personally Identifiable Information:
1. Is personally identifiable information (PII) collected? [ ] Yes [x ] No
2. If Yes, will any information that is collected be included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [ ] Yes [ ] No

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Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants? [ ] Yes [ x] No
BURDEN HOURS
Category of Respondent
Person reads survey instructions online, completes
survey, and submits (business)
Person reads survey – and does not complete or
submit (business)
Totals

No. of
Participation
Respondents Time
250
.160 hours

Burden

250

8 hrs

.032 hours

40 hrs

48 hrs

FEDERAL COST: The estimated annual cost to the Federal government is $1,597.
If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents
Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?
[ x] Yes
[ ] No
If the answer is yes, please provide a description of both below (or attach the sampling plan)? If
the answer is no, please provide a description of how you plan to identify your potential group of
respondents and how you will select them?
Respondents, who have sought and received regulatory services from PPQ’s Permit Services and
Pest Permit Evaluations, receive an invitation and link to the survey within email
correspondence.
Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[ x ] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [ ] Yes [X] No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.
https://ppqcustserv.questionpro.com/

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