82 FR 24968 - Agency Information Collection Activities: Comment Request; EIB 11-01, Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery

EXPORT-IMPORT BANK

Federal Register Volume 82, Issue 103 (May 31, 2017)

The proposed clearance is designed to allow Ex-Im Bank to survey for the purpose of gaining insights into customers' experiences with the agency and to evaluate product and performance effectiveness. Customers' responses will help to identify potential areas of service improvement and rate overall program experiences.

[Federal Register Volume 82, Number 103 (Wednesday, May 31, 2017)]
[Notices]
[Pages 24968-24969]
From the Federal Register Online  [www.thefederalregister.org]
[FR Doc No: 2017-11182]


-----------------------------------------------------------------------

EXPORT-IMPORT BANK

[Public Notice: 2017-6003]


Agency Information Collection Activities: Comment Request; EIB 
11-01, Generic Clearance for the Collection of Qualitative Feedback on 
Agency Service Delivery

AGENCY: Export-Import Bank of the U.S.

ACTION: Submission for OMB review and comments request.

-----------------------------------------------------------------------

SUMMARY: The proposed clearance is designed to allow Ex-Im Bank to 
survey for the purpose of gaining insights into customers' experiences 
with the agency and to evaluate product and performance effectiveness. 
Customers' responses will help to identify potential areas of service 
improvement and rate overall program experiences.

DATES: Comments should be received on or before July 31, 2017, to be 
assured of consideration.

ADDRESSES: Comments may be submitted electronically on http://www.regulations.gov or by mail to Mardel West, Export-Import Bank of 
the United States, 811 Vermont Ave. NW., Washington, DC 20571.

SUPPLEMENTARY INFORMATION:
    Title: EIB 11-01, Generic Clearance for the Collection of Feedback 
on Electronic Interfaces with Customers.
    OMB Number: 3048-0036.
    Type of Review: Renew.
    Need and Use: Improving agency programs requires ongoing assessment 
of service delivery, by which we mean systematic review of the 
operation of a program compared to a set of explicit or implicit 
standards, as a means of contributing to the continuous improvement of 
the program. 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.
    The Agency will only submit a collection for approval under this 
generic clearance if it meets the following conditions:
     Information gathered will be used only internally for 
general service improvement and program management purposes and is not 
intended for release outside of the agency (if released, procedures 
outlined in Item 16 wil be followed);
     Information gathered will not be used for the purpose of 
substantially informing influential policy decisions; \1\
---------------------------------------------------------------------------

    \1\ As defined in OMB and agency Information Quality Guidelines, 
``influential'' means that ``an agency can reasonably determine that 
dissemination of the information will have or does have a clear and 
substantial impact on important public policies or important private 
sector decisions.''
---------------------------------------------------------------------------

     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;
     Response to the collections is voluntary;
     The collections present 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;
     Any collection is targeted to the solicitation of opinions 
from respondents who have experience with the corresponding program or 
may have experience with the program in the near future; and
     With the exception of information needed to provide 
renumeration for participants of focus groups and cognitive laboratory 
studies, personally identifiable information (PII) is collected only to 
the extent necessary and is not retained.
    If these conditions are not met, the Agency will submit an 
information collection request to OMB for approval through the normal 
PRA process.
    To obtain approval for a collection that meets the conditions of 
this generic clearance, a standardized form will be submitted to OMB 
along with supporting documentation (e.g., a copy of the comment card). 
The submission will have automatic approval, unless OMB identifies 
issues within 5 business days.
    The types of collections that this generic clearance covers 
include, but are not limited to:
     Customer comment cards/complaint forms
     Small discussion groups
     Focus Groups of customers, potential customers, delivery 
partners, or other stakeholders
     Cognitive laboratory studies, such as those used to refine 
questions or assess usability of a Web site;
     Qualitative customer satisfaction surveys (e.g., post-
transaction surveys; opt-out web surveys)
     In-person observation testing (e.g., Web site or software 
usability tests)
    The Agency has established a manager/managing entity to serve for 
this generic clearance and will conduct an independent review of each 
information collection to ensure compliance with the terms of this 
clearance prior to submitting each collection to OMB.

[[Page 24969]]

Affected Public

    Individuals representing companies engaged in business with the 
Export-Import Bank of the U.S.

Burden Hours

    Annual Number of Respondents: 3200.
    Estimated Time per Respondent: 45 minutes.
    Annual Public Burden Hours: 2400 hours.
    Frequency of Reporting of Use: On occasion.

Government Expense

    Reviewing Time per Year: 1600 Hours.
    Average Wages per Hour: $42.50.
    Average Cost per Year: $68,000.
    Benefits and Overhead: 20%.
    Total Government Cost: $81,600.

Bassam Doughman,
Project Manager, Agency Clearance Officer, Office of the Chief 
Information Officer.
[FR Doc. 2017-11182 Filed 5-30-17; 8:45 am]
 BILLING CODE 6690-01-P