[Federal Register Volume 77, Number 240 (Thursday, December 13, 2012)]
[Notices]
[Pages 74191-74192]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2012-29989]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-0297; Docket No. 2012-0001; Sequence 26]


Information Collection; Proposed Collection; Comment Request; 
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 a request for comments regarding an existing 
information collection.

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SUMMARY: As part of a Federal Government wide effort to streamline the 
process to seek feedback from the public on service delivery, the 
General Services Administration (GSA) will be submitting a renewal to 
the Generic Information Collection Request (Generic ICR): ``Generic 
Clearance for the Collection of Qualitative Feedback on Agency Service 
Delivery'' to OMB for approval under the Paperwork Reduction Act (PRA).

DATES: Submit comments on or before February 11, 2013.

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 (MVCB), 1275 First Street NE., Washington, DC 20417. Attn: 
Hada 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. All comments received will be posted 
without change to http://www.regulations.gov, including any personal 
and/or business confidential information provided.

FOR FURTHER INFORMATION CONTACT: To request additional information, 
please contact General Services Administration, Regulatory Secretariat 
Division (MVCB), 1275 First Street NE., Washington, DC 20417; telephone 
(202)501-4755.

SUPPLEMENTARY INFORMATION: 

[[Page 74192]]

    Title: Generic Clearance for the Collection of Qualitative Feedback 
on Agency Service Delivery.
    Abstract: 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 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).''
    Below we provide GSA's projected average estimates for the next 
three years:
    Affected Public: Individuals and Households, Businesses and 
Organizations, State, Local or Tribal Government.
    Average Expected Annual Number of activities: 48.
    Respondents: 145,534.
    Annual Responses: 48,511.
    Frequency of Response: 1.
    Average minutes per response: 3.82.
    Burden hours: 9,314.
    An agency may not conduct or sponsor, and a person is not required 
to respond to, a collection of information unless it displays a 
currently valid Office of Management and Budget control number.

    Dated: December 5, 2012.
Casey Coleman,
Chief Information Officer.
[FR Doc. 2012-29989 Filed 12-12-12; 8:45 am]
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