80 FR 32929 - Information Collection Request; Generic Clearance for the Collection of Qualitative Customer Feedback on the Farm Service Agency Service Delivery

DEPARTMENT OF AGRICULTURE
Farm Service Agency

Federal Register Volume 80, Issue 111 (June 10, 2015)

In accordance with the Paperwork Reduction Act of 1995, the Farm Service Agency (FSA) is requesting comments from all interested individuals and organizations on a new information collection associated with the Generic Clearance for the Collection of Qualitative Customer Feedback on FSA Service Delivery. This is a relatively new option for approval that will streamline the timing to implement certain types of surveys and related collection of information. FSA will use the approval to cover the instruments of collection (such as a survey, a window pop-up survey, a focus group, or a comment card) to get customer feedback on FSA service delivery for various programs. This request for approval broadly addresses FSA's need for information about what our customers think of our services so that we can improve service delivery; specific information collection activities will be incorporated into the approval as the need for the information is identified. For example, when we implement a new program and provide information about the services for the program on our Web site, we may provide a voluntary customer service questionnaire about how well the program is working for our customers and specifically within the areas of our customer service.

[Federal Register Volume 80, Number 111 (Wednesday, June 10, 2015)]
[Notices]
[Pages 32929-32930]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2015-14183]


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Federal Register / Vol. 80, No. 111 / Wednesday, June 10, 2015 / 
Notices

[[Page 32929]]



DEPARTMENT OF AGRICULTURE

Farm Service Agency


Information Collection Request; Generic Clearance for the 
Collection of Qualitative Customer Feedback on the Farm Service Agency 
Service Delivery

AGENCY: Farm Service Agency.

ACTION: Notice; request for comments.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, the 
Farm Service Agency (FSA) is requesting comments from all interested 
individuals and organizations on a new information collection 
associated with the Generic Clearance for the Collection of Qualitative 
Customer Feedback on FSA Service Delivery. This is a relatively new 
option for approval that will streamline the timing to implement 
certain types of surveys and related collection of information. FSA 
will use the approval to cover the instruments of collection (such as a 
survey, a window pop-up survey, a focus group, or a comment card) to 
get customer feedback on FSA service delivery for various programs. 
This request for approval broadly addresses FSA's need for information 
about what our customers think of our services so that we can improve 
service delivery; specific information collection activities will be 
incorporated into the approval as the need for the information is 
identified. For example, when we implement a new program and provide 
information about the services for the program on our Web site, we may 
provide a voluntary customer service questionnaire about how well the 
program is working for our customers and specifically within the areas 
of our customer service.

DATES: We will consider comments that we receive by August 10, 2015.

ADDRESSES: We invite you to submit comments on this notice. In your 
comments, include the date, volume, and page number of this issue of 
the Federal Register, the OMB control number and the title of the 
information collection. You may submit comments by any of the following 
methods:
     Federal eRulemaking Portal: Go to http://www.regulations.gov. Follow the online instructions for submitting 
comments.
     Mail: Mary Ann Ball, USDA, Farm Service Agency, Room 3754-
S, 1400 Independence Ave. SW., Washington, DC 20250-0572.
    You may also send comments to the Desk Officer for Agriculture, 
Office of Information and Regulatory Affairs, Office of Management and 
Budget, Washington, DC 20503.
    Copies of the information collection may be requested by contacting 
Mary Ann Ball at the above address.

FOR FURTHER INFORMATION CONTACT: Mary Ann Ball, (202) 720-4283.

SUPPLEMENTARY INFORMATION: 
    Title: Generic Clearance for the Collection of Qualitative Customer 
Feedback on Farm Service Agency Service Delivery.
    OMB Control Number: 0560-XXXX.
    Type of Request: New.
    Abstract: FSA is proposing a new information collection that will 
provide fast-track approval on feedback instruments for various FSA 
programs. This is a relatively new option for approval that will 
streamline the timing to implement certain types of surveys and related 
collection of information. This notice and related request for approval 
lays the foundation for approving our plans to collect information to 
improve service delivery across all FSA activities. As the need for a 
specific information collection activity is identified, under this fast 
track approval process, FSA will be able to submit the request directly 
to OMB for approval and the information for the information collection 
and related burden will be incorporated into the overall approval. For 
example, when we implement a new program and provide information about 
the services for the program on our Web site, we may provide a 
voluntary customer service questionnaire about how well the program is 
working for our customers and specifically within the areas of our 
customer service. The information collection activity provides a means 
to gather qualitative customer and stakeholder feedback in an 
efficient, timely manner, and that is consistent with FSA's commitment 
to improving service delivery. By qualitative feedback, we mean, 
information, generally from customers, that provides useful insights on 
perceptions and opinions based on experiences with FSA service 
delivery, but such information does not include statistical surveys 
that yield quantitative results that can be generalized to the 
population. The qualitative feedback will:
     Provide insights into customer or stakeholder perceptions, 
experiences, and expectations,
     Provide an early warning of issues with service, and
     Focus attention on areas where communication, training, or 
changes in operations might improve delivery of products or services.
    The collection will allow for ongoing, collaborative, and 
actionable communications between FSA and its customers and 
stakeholders. It will also allow feedback to contribute directly to the 
improvement of program management.
    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 FSA's services will be unavailable.
    FSA will only submit a collection for approval under this generic 
clearance if it meets the following conditions:
     The collections are voluntary;
     The collections are low-burden for respondents (based on 
considerations of total burden hours, total number of respondents, or 
burden-hours per respondent) and are low-cost for both the respondents 
and the Federal Government;
     The collections are non-controversial and do not raise 
issues of concern to other Federal agencies;
     The collections are targeted to the solicitation of 
opinions from respondents who have experience with the program or may 
have experience with the program in the near future;

[[Page 32930]]

     Personally identifiable information (PII) is collected 
only to the extent necessary and is not retained;
     Information gathered will be used only internally for 
general service improvement and program management purposes and is not 
intended for release outside of FSA;
     Information gathered will not be used for the purpose of 
substantially informing influential policy decisions; and
     Information gathered will yield qualitative information; 
the collections will not be designed or expected to yield statistically 
reliable results or used as though the results are generalizable to the 
population of study.
    Feedback collected under this generic clearance will provide useful 
qualitative information. It will not yield data that can be generalized 
to the overall population. The qualitative information will not be used 
for quantitative information collections that are designed to yield 
reliably actionable results, such as monitoring trends over time or 
documenting program performance. Such data usage requires more rigorous 
designs that address: The target population to which generalizations 
will be made, the sampling frame, the sample design (including 
stratification and clustering), the precision requirements or power 
calculations that justify the proposed sample size, the expected 
response rate, methods for assessing potential non-response bias, the 
protocols for data collection, and any testing procedures that were or 
will be undertaken prior to fielding the study. Depending on the degree 
of influence the results are likely to have, such collections may still 
be eligible for submission for other generic mechanisms that are 
designed to yield quantitative results.
    As a general matter, information collections will not result in any 
new system of records containing privacy information and will not ask 
questions of a sensitive nature, such as sexual behavior and attitudes, 
religious beliefs, and other matters that are commonly considered 
private.
    The formula used to calculate the total burden hours is ``estimated 
average time per responses'' times ``total annual responses.''
    Estimate of Burden: Public reporting burden for this information 
collection is estimated to average 30 minutes per response.
    Respondents: Individuals and Households; Businesses; and 
Organizations; State; Local, or Tribal government.
    Estimated Number of Respondents: 10,000.
    Estimated Annual Number of Responses per Respondent: 1.
    Estimated Total Annual Responses. 10,000.
    Estimated Average Time per Response: 30 minutes (0.50 hours).
    Estimated Total Annual Burden Hours on Respondents: 5,000 hours.
    We are requesting comments on all aspects of this information 
collection to help us to:
    (1) Evaluate whether the proposed collection of information is 
necessary for the proper performance of the functions of the agency, 
including whether the information will have practical utility;
    (2) Evaluate the accuracy of the agency's estimate of the burden of 
the collection of information including the validity of the methodology 
and assumptions used;
    (3) Evaluate the quality, utility, and clarity of the information 
technology; and
    (4) Minimize the burden of the information collection on those who 
respond through the use of appropriate automated, electronic, 
mechanical, or other technological collection techniques or other forms 
of information technology.
    All comments received in response to this notice, including names 
and addresses where provided, will be made a matter of public record. 
Comments will be summarized and included in the request for OMB 
approval of the information collection.

    Signed on June 5, 2015.
Val Dolcini,
Administrator, Farm Service Agency.
[FR Doc. 2015-14183 Filed 6-9-15; 8:45 am]
BILLING CODE 3410-05-P