Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery

This collection of information is necessary to enable the Agency 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 the Agency's programs. The collection is voluntary reporting and disclosure. FMCSA's customers and stakeholders are the respondents and the information is received by FMCSA at DOT. The frequency of the collection is as needed. The information collected is to collect qualitative feedback on our service delivery. This information 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. The purpose of the collection is so that the Agency will collect, analyze and interpret information gathered through this generic clearance to identify strengths and weaknesses of current services and make improvements in service delivery based on feedback. The solicitation of feedback will target areas such as: timeliness, appropriateness, accuracy of information, courtesy, efficiency of service delivery, and resolution of issues with service delivery. Responses will be assessed to plan and inform efforts to improve or maintain the quality of service offered to the public. If this information is not collected, vital feedback from customers and stakeholders on the Agency’s services will be unavailable. This feedback will provide insights into customer and 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 Agency and its customers and stakeholders. They will also allow feedback to contribute directly to the improvement of program management. The total annual burden hours being requested for this renewal is 2,233 hours. A decrease of 8,117 burden hours is shown in the ROCIS ICR Summary of Burden Table because in the previous ICR renewal the total hours over a 3-year period, 10,350 hours, was inadvertently requested instead of requesting the 3,450 annualized hours. The corrected decrease would have been 1,217 hours (3,450 annual hours – 2,233 annual hours). The difference between the hours of the renewal request and previously OMB approved request is due to the discontinuance of the Customer Satisfaction Survey (outreach materials) and the addition of the annual ART Forum Topic Selection and Art Forum Evaluation (using paper-based and web-based means) surveys. There is also a decrease of 39,030 responses (51,300 previously approved responses - 12,270 current renewal responses). Additionally, there is a decrease in the non-hour costs of $1,470 in costs to respondents. This is a result of the discontinuance of mailing surveys. With the ICR renewal, respondents will not incur any non-hour costs. The expected annual cost to the Federal Government decreased from $200,800 annually to $137,076, due to the cost difference in the discontinuation of the Customer Satisfaction Survey and implementation of the ART Forum contracts.

The latest form for Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery expires 2021-08-31 and can be found here.

ART Forum Topic Selection

Federal Enterprise Architecture: Transportation - Ground Transportation