1_Generic Application

Request for Approval under the “Generic Clearance for the Collection of Routine Customer Feedback” (OMB Control Number: 1652-0058)

TITLE OF INFORMATION COLLECTION: TSA Exceptional Service Compliment Card

PURPOSE: The Transportation Security Administration (TSA) conducts an ongoing Exceptional Service Compliment Survey at Boston Logan International Airport (BOS) Hub and Spokes to capture positive feedback from passengers and foster a more customer service-oriented and hospitable environment. The survey is designed to recognize exceptional service provided by TSA staff, thereby encouraging a culture of excellence and continuous improvement in customer service. This initiative aligns with TSA’s commitment to enhancing the passenger experience, enhancing security through hospitality, and ensuring that our workforce is motivated and appreciated for their contributions. The feedback collected through this survey is used to highlight exemplary performance, identify areas to work on such as communication and efficiency, and implement targeted improvements to enhance overall service quality at TSA/BOS.

DESCRIPTION OF RESPONDENTS: All individuals, including passengers, employees from other Federal agencies, as well as State, Local, Tribal and Territorial transportation entities, and contractors, who undergo any type of TSA screening at BOS and its associated spoke airports.

TYPE OF COLLECTION: (Check one)

[ ] Customer Comment Card/Complaint Form [X] Customer Satisfaction Survey

[ ] Usability Testing (e.g., Website or Software [ ] Small Discussion Group

[ ] Focus 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: Robert Allison

Robert Allison

Federal Security Director

TSA Security Operations

Transportation Security Administration

To assist review, please provide answers to the following questions:

Personally Identifiable Information:

1. Is personally identifiable information (PII) collected? [X] Yes [ ] No

2. If Yes, will any information that is collected be included in records that are subject to the Privacy Act of 1974? [ ] Yes [X] No

3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [ ] Yes [X] No

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	No. of Respondents	Participation Time	Burden
Individuals screened at BOS Hub and Spokes	1,200	2 minutes	40 hours
Totals	1,200	2 minutes	40 hours

TSA estimates the hour burden cost to individuals screened at BOS and its associated hub and spoke airports, including passengers, employees from other Federal agencies, as well as State, Local, Tribal and Territorial transportation entities, and contractors by multiplying the hour burden times the fully loaded hourly compensation wage for civilian workers. TSA uses a fully loaded compensation wage of $47.20¹ to represent the respondents for purposes of this information collection request (ICR). TSA estimates an annual hour burden cost of $1,888 (40 hours x $47.20 compensation wage) to civilian workers for purposes of this ICR.

FEDERAL COST: The estimated annual cost to the Federal government is $4,178.90.

TSA assumes one G-H-I-band employee will spend 55 hours annually to fulfill duties necessary to carry out the administration portion of this survey. TSA uses a fully loaded hourly compensation wage of $75.98² to represent the TSA employee. Based on this information, TSA estimates an annual hour burden cost of $4,178.90 for the TSA employee ($75.98 x 55 hours). TSA assumes the employee will not participate in the survey analysis component of this ICR.

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

1. 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?

The potential group of respondents includes all individuals who undergo TSA screening at BOS and its associated hub and spoke airports. This includes all stakeholders, contractors, and employees from other Federal agencies, as well as State, Local, Tribal and Territorial transportation entities. While we have not developed a specific customer list, our sampling plan targets potential respondents who orally indicate appreciation following an interaction with TSA.

TSA will distribute the survey to potential respondents through a survey monkey link. After the survey is completed, TSA will disable the respondent IP addresses in the Survey Monkey tool. No geographic information or IP address information is collected from the passenger when submitting with a smart phone.

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.

1 Employer costs for employee compensation total compensation (fully-loaded wage) rate for Civilian workers Table 2, U.S. Bureau of Labor Statistics. Retrieved from https://www.bls.gov/news.release/archives/ecec_03142025.htm on 5/14/2025.

2 TSA calculates the fully-loaded annual wage rate for G-H-I band employees is $158,563.48. TSA then divides this amount by 2087 hours (number of annual work hours OPM uses for Federal workers) to calculate a fully-loaded hourly rate of $75.98.

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