81 FR 20638 - Information Collection; General Services Administration Acquisition Regulation; Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (GSA)

GENERAL SERVICES ADMINISTRATION

Federal Register Volume 81, Issue 68 (April 8, 2016)

Under the provisions of the Paperwork Reduction Act, the Regulatory Secretariat Division will be submitting to the Office of Management and Budget (OMB) a request to review and approve an extension of a previously approved information collection requirement regarding the Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery.

[Federal Register Volume 81, Number 68 (Friday, April 8, 2016)]
[Notices]
[Pages 20638-20639]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2016-08145]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-0297]; [Docket No. 2016-0001; Sequence 3]


Information Collection; General Services Administration 
Acquisition Regulation; Generic Clearance for the Collection of 
Qualitative Feedback on Agency Service Delivery (GSA)

AGENCY: General Services Administration (GSA).

ACTION: Notice of request for an extension to an existing OMB 
clearance.

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SUMMARY: Under the provisions of the Paperwork Reduction Act, the 
Regulatory Secretariat Division will be submitting to the Office of 
Management and Budget (OMB) a request to review and approve an 
extension of a previously approved information collection requirement 
regarding the Generic Clearance for the Collection of Qualitative 
Feedback on Agency Service Delivery.

DATES: Submit comments on or before June 7, 2016.

ADDRESSES: Submit comments identified by Information Collection 3090-
0297, Generic Clearance for the Collection of Qualitative Feedback on 
Agency Service Delivery, by any of the following methods:
     Regulations.gov: http://www.regulations.gov. Submit 
comments via the Federal eRulemaking portal by searching for 
``Information Collection 3090-0297, Generic Clearance for the 
Collection of Qualitative Feedback on Agency Service Delivery.'' Select 
the link ``Submit a Comment'' that corresponds with ``Information 
Collection 3090-0297, Generic Clearance for the Collection of 
Qualitative Feedback on Agency Service Delivery.'' Follow the 
instructions provided at the ``Submit a Comment'' screen. Please 
include your name, company name (if any), and ``Information Collection 
3090-0297'' on your attached document.
     Mail: General Services Administration, Regulatory 
Secretariat Division (MVCB), 1800 F Street NW., Washington, DC 20405. 
Attn: Ms. Flowers/IC 3090-0297, Generic Clearance.
    Instructions: Please submit comments only and cite Information 
Collection 3090-0297, Generic Clearance for the Collection of 
Qualitative Feedback on Agency Service Delivery, in all correspondence 
related to this collection. Comments received generally will be posted 
without change to http://www.regulations.gov, including any personal 
and/or business confidential information provided. To confirm receipt 
of your comment(s), please check www.regulations.gov, approximately two 
to three days after submission to verify posting (except allow 30 days 
for posting of comments submitted by mail).

FOR FURTHER INFORMATION CONTACT:  Ms. Anahita Reilly, Customer Advocate 
Executive, Office of Customer Experience, GSA, 202-714-9421, or email 
[email protected].

SUPPLEMENTARY INFORMATION:

A. Purpose

    The information collection activity will garner qualitative 
customer and stakeholder feedback in an efficient, timely manner, in 
accordance with the Administration's commitment to improving service 
delivery. By qualitative feedback we mean information that 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.
    This feedback will provide insights into customer 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

[[Page 20639]]

delivery of products or services. These collections will allow for 
ongoing, collaborative and actionable communications between the Agency 
and its customers and stakeholders. It will also allow feedback to 
contribute directly to the improvement of program management.
    Feedback collected under this generic clearance will provide useful 
information, but it will not yield data that can be generalized to the 
overall population. This type of generic clearance for 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 uses require 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 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. The 
Digital Government Strategy released by the White House in May, 2012 
drives agencies to have a more customer-centric focus. Because of this, 
GSA anticipates an increase in requests to use this generic clearance, 
as the plan states that: A customer-centric principle charges us to do 
several things: Conduct research to understand the customer's business, 
needs and desires; ``make content more broadly available and accessible 
and present it through multiple channels in a program-and device-
agnostic way; make content more accurate and understandable by 
maintaining plain language and content freshness standards; and offer 
easy paths for feedback to ensure we continually improve service 
delivery.
    The customer-centric principle holds true whether our customers are 
internal (e.g., the civilian and military federal workforce in both 
classified and unclassified environments) or external (e.g., individual 
citizens, businesses, research organizations, and state, local, and 
tribal governments).''

B. Annual Reporting Burden

    Respondents: 160,082.
    Responses per Respondent: 1.
    Total Annual Responses: 160,082.
    Hours per response: 3.8386 minutes.
    Total Burden hours: 10,241.

C. Public Comments

    Public comments are particularly invited on: Whether this 
collection of information is necessary and whether it will have 
practical utility; whether our estimate of the public burden of this 
collection of information is accurate, and based on valid assumptions 
and methodology; ways to enhance the quality, utility, and clarity of 
the information to be collected.
    Obtaining Copies of Proposals: Requesters may obtain a copy of the 
information collection documents from the General Services 
Administration, Regulatory Secretariat Division (MVCB), 1800 F Street 
NW., Washington, DC 20405, telephone 202-501-4755. Please cite OMB 
Control No. 3090-0297, Generic Clearance for the Collection of 
Qualitative Feedback on Agency Service Delivery, in all correspondence.

    Dated: March 31, 2016.
David A. Shive,
Chief Information Officer.
[FR Doc. 2016-08145 Filed 4-7-16; 8:45 am]
 BILLING CODE 6820-34-P