[Federal Register Volume 84, Number 127 (Tuesday, July 2, 2019)]
[Notices]
[Pages 31573-31577]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2019-14030]


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DEPARTMENT OF AGRICULTURE

Food and Nutrition Service


Agency Information Collection Activities: Modernizing Channels of 
Communication With SNAP Participants

AGENCY: Food and Nutrition Service (FNS), USDA.

ACTION: Notice.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, this 
notice invites the general public and public agencies to comment on 
this proposed information collection for the Modernizing Channels of 
Communication with SNAP Participants study. This is a new information 
collection.
    The primary purpose of the study is to highlight best practices and 
lessons learned from various mobile communication strategies (MCS) 
implemented by State Supplemental Nutrition Assistance Program (SNAP) 
agencies. This examination will help FNS and States improve 
communication and identify best practices that lead to improved program 
outcomes.

DATES: Written comments must be received on or before September 3, 
2019.

ADDRESSES: Comments may be submitted through the Federal eRulemaking 
Portal; go to http://www.regulations.gov and follow the online 
instructions for submitting comments electronically. Comments may also 
be sent to Andrew Burns, Food and Nutrition Service, U.S. Department of 
Agriculture, 3101 Park Center Drive, Room 1014, Alexandria, VA 22302 or 
submitted via fax to the attention of Andrew Burns at 703.305.2576 or 
via email to [email protected].
    All responses to this notice will be summarized and included in the 
request for Office of Management and Budget approval. All comments will 
be a matter of public record.

FOR FURTHER INFORMATION CONTACT: Requests for additional information or 
copies of this information collection should be directed to Andrew 
Burns at 703.305.1091 or [email protected].

SUPPLEMENTARY INFORMATION: Comments are invited on the following 
topics: (1) Whether the proposed information collection is necessary 
for the proper performance of the agency's functions, including whether 
the information shall have practical utility; (2) the accuracy of the 
agency's estimate of the burden of the proposed information collection, 
including the validity of the methodology and assumptions used; (3) 
ways to enhance the quality, utility, and clarity of the information to 
be collected; and (4) ways to minimize the burden of the information 
collection on those who are to respond, including use of appropriate 
automated, electronic, mechanical, or other technological collection 
techniques or other forms of information technology (IT).
    Title: Modernizing Channels of Communication with SNAP 
Participants.
    Form Number: N/A.
    OMB Number: 0584-NEW.
    Expiration Date: Not yet determined.
    Type of Request: New information collection.
    Abstract: Section 17 [7 U.S.C. 2026] (a)(1) of the Food and 
Nutrition Act of 2008, as amended, provides general legislative 
authority for the planned data collection. It authorizes the Secretary 
of Agriculture to enter into contracts with private institutions to 
undertake research that will help improve the administration and 
effectiveness of SNAP in delivering nutrition-related benefits.
    In recent years, many States have enhanced their use of MCS to 
enable SNAP participants to access information about SNAP, receive 
alerts and notifications, and perform certain case management 
functions. These MCS offer SNAP participants an alternative means of 
interacting with SNAP agencies and have the potential to improve 
customer access and streamline case management activities. While there 
is a high level of variability in MCS features and functionality across 
States, MCS has the potential to assist with the following activities:

1. Clients Providing Information to States

    [ssquf] Applying or recertifying activities: MCS can help with 
broad functions, such as providing an eligibility screener, or with 
more personalized activities, like scheduling an interview, submitting 
documentation, and checking an application's status.
    [ssquf] Reporting changes: Participants can use MCS to report 
changes that may affect their case. This could include information like 
changes in household size or income, or, for individuals subject to 
work requirements, changes in work hours.

2. States Providing Information to Clients

    [ssquf] Sending notifications: States can use MCS to provide 
notifications to participants, including identifying verifications 
needed to process an application, updating office closures, and 
informing participants about account changes.
    [ssquf] Responding to client inquiries: MCS can be used to answer 
frequently asked questions, link participants to community partners or 
resources like food banks or workforce development centers, respond to 
individual questions, and facilitate online chatting with eligibility 
workers.
    [ssquf] Managing benefits and electronic benefit transfer (EBT): 
Participants can use MCS to manage their benefits and EBT cards.
    USDA FNS has funded the Modernizing Channels of Communication With 
SNAP Participants study to highlight best practices and lessons learned 
from various MCS tested in State SNAP agencies in order to understand 
the range of functions available through MCS and assess clients' 
perspectives on how these tools affect their completion of typical 
tasks. This examination will help FNS and States improve communication 
and identify best practices that lead to improved program outcomes.
    FNS identified four study objectives for this project. The first 
objective will present the landscape of mobile technology use for SNAP 
across the nation and provide a basis for selecting the MCS case study 
sites. The second and third objectives, which are the focus of this 
information collection request, are descriptive and will provide FNS 
with an understanding of the State

[[Page 31574]]

processes, challenges, and distinct features of mobile technologies and 
the clients' experiences with these technologies. The fourth objective 
will summarize the best practices and lessons learned for States that 
choose to implement MCS moving forward.
    The study will gather data through site visits to five States with 
SNAP MCS. Data will be collected in each of the five study States 
through (1) interviews with the State SNAP director, State MCS leads 
and other staff involved in MCS implementation, local SNAP office 
staff, and State software developers or IT staff; (2) interviews with 
community partners; (3) interviews with for-profit organizations (e.g., 
software developers or IT staff); and (4) focus groups with 
individuals/household (i.e., SNAP participants) and surveys of SNAP 
applicants and waiting room visitors. These data will provide 
information on States' and program recipients' use of MCS and client 
satisfaction with and perspectives on MCS.
    Affected Public: (1) State, Local and Tribal governments, (2) 
Business-Not-for-profit business organizations, (3) Business for-profit 
organizations, and (4) Individuals/households.
    Respondent Type groups identified includes--
    1. State, Local and Tribal government: State SNAP director, State 
staff involved in MCS implementation, local SNAP office staff, and 
software developers or IT staff
    2. Business-Not-for-profit business organizations: Community 
partners serving low-income populations and involved in MCS testing, 
implementation and/or outreach.
    3. For-profit organizations: Third-party vendors (e.g., mobile app 
developers).
    4. Individuals: SNAP participants who have used MCS, SNAP 
applicants who may or may not have used MCS, and SNAP eligible local 
office waiting room visitors, including MCS nonusers.
    Estimated Number of Respondents: The total estimated number of 
respondents is 433 (67 State and local government staff, 10 for-profit 
organization staff, 20 not-for-profit staff (staff from community 
partners), 336 individuals (166 SNAP participants and 170 waiting room 
visitors)). Of the 433 contacted, 315 are estimated to be responsive 
and 118 are estimated to be nonresponsive. The breakout follows:
    1. 67 State and local government staff: Of 6 State SNAP directors, 
5 are estimated to be responsive; of 30 State staff involved in MCS 
implementation, 25 are estimated to be responsive; of 25 local SNAP 
office staff, 20 are estimated to be responsive; and of 6 software 
developers or IT staff, 5 are estimated to be responsive.
    2. 20 Not-for-profit business (community partners): Of 20 community 
partners, 15 are estimated to be responsive.
    3. 10 for-profit business staff: Of 10 software developers or IT 
staff from for-profit businesses, 5 are estimated to be responsive.
    4. 336 Individuals (SNAP participants and applicants/waiting room 
visitors): Of 166 SNAP participants who use MCS, 120 are estimated to 
be responsive and 46 are estimated to be unresponsive. Of the 120 
responsive participants who complete the screener, 90 will be eligible 
for the focus groups and 30 will be ineligible. Of 170 local SNAP 
office waiting room visitors, including MCS nonusers, 120 are estimated 
to be responsive and 50 will be unresponsive. Of the 120 who are 
responsive, 100 will be eligible for the questionnaire and 20 will be 
ineligible.
    Estimated Number of Responses per Respondent: The average 
respondent will have 2.80 responses (based on 433 total annual 
respondents, with 315 responsive and 118 nonresponsive). See table 1 
for the estimated number of responses per respondent for each type of 
respondent.
    The breakout follows:
    1. State and local government staff. The estimated number of 
responses per State and local government staff is 3.5:
     Out of 6 State SNAP directors, 5 State SNAP directors will 
respond to advance materials and scheduling and 1 State SNAP director 
will not respond. 5 responsive State SNAP directors will participate in 
an interview, and receive a follow-up email.
     Out of 15 State SNAP MCS leads, 10 State SNAP MCS leads 
will respond to advance materials and scheduling, and 5 will not 
respond. 10 will then participate in an introductory telephone 
interview, and receive a follow-up email. Later in the study, 25 MCS 
staff (the original 10 MCS leads and 15 other staff involved in MCS 
implementation) will respond to advance materials and scheduling for an 
in-person interview and 5 will not respond. 25 will participate in the 
interview, and receive a follow-up email.
     Out of 6 State software developers or IT staff, 5 State 
software developers or IT staff will respond to advance materials and 
scheduling and 1 will not respond. 5 will participate in an interview, 
and receive a follow-up email.
     Out of 25 local SNAP office staff, 20 local SNAP office 
staff will respond to advance materials and scheduling and 5 will not 
respond. 20 will participate in a group interview, and receive a 
follow-up email.
    2. Not-for-profit businesses. The estimated number of responses per 
not-for-profit businesses is 3.0:
     Out of 25 community partners, 20 community partners will 
respond to advance materials and scheduling and 5 will not respond. 20 
will participate in an interview, and receive a follow-up email.
    3. For-profit businesses. The estimated number of responses per 
for-profit businesses is 3.0:
     Out of 10 software developers or IT staff from for-profit 
businesses, 5 software developers or IT staff from for-profit 
businesses will respond to advance materials and scheduling and 5 will 
not respond. 5 will participate in an interview, and receive a follow-
up email.
    4. Individuals. The estimated number of responses per individual is 
2.7:
     Out of 166 SNAP participants, 120 individuals who are SNAP 
participants and MCS users will respond to advance materials and 46 
will not respond. 120 individuals who complete an eligibility screener 
will be eligible and 46 will be ineligible. 120 eligible individuals 
will receive reminders and 90 will participate in a focus group.
     Out of 170 SNAP eligible visitors to SNAP local office 
waiting rooms, 120 visitors to SNAP local office waiting rooms, 
including MCS nonusers, will respond to a request to participate in an 
onsite questionnaire and 50 will not respond. Out of the 120 visitors 
who respond, 100 visitors will be eligible and will participate in the 
waiting room questionnaire and 20 will be ineligible.
    Estimated Total Annual Responses: 1,114 (895 annual responses for 
responsive participants and 219 annual responses for nonresponsive 
participants).
    Estimated Time per Response: The estimated time of response varies 
from 0.03 hours to 1.5 hours depending on respondent group and 
activity, as table 1 shows.
    Estimated Total Annual Burden on Respondents: 315.02 hours (295.22 
hours for responsive participants and 19.80 hours for nonresponsive 
participants). See table 1 for estimated total annual burden for each 
type of respondent.

[[Page 31575]]



                                                                                           Table 1--Estimated Total Burden per Respondent Type
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                                                                                                                       Responsive                                                     Nonresponsive                              Grand
                                                                                              --------------------------------------------------------------------------------------------------------------------------------   total
                                                                  Instruments and      Sample                                                                                                                                    annual
         Respondent category            Type of respondents         activities          size     Number of    Frequency     Total     Hours per   Annual       Number of     Frequency of     Total     Hours per    Annual      burden
                                                                                                respondents      of        annual     response    burden    nonrespondents     response      annual     response     burden     estimate
                                                                                                              response    responses               (hours)                                   responses                (hours)    (hours)
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                                                                                   State, local, and tribal government
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
State government....................  State SNAP director...  Advance materials and       6.0           5.0         1.0         5.0        0.25     1.25                1.0           1.0         1.0        0.25        0.25        1.5
                                                               preparation for
                                                               interviews, including
                                                               scheduling calls and
                                                               reminders.
                                      State SNAP director...  In-person semi-             5.0           5.0         1.0         5.0        1.00     5.00                0.0           0.0         0.0        0.00        0.00        5.0
                                                               structured interview
                                                               protocol.
                                      State SNAP director...  Follow-up email.......      5.0           5.0         1.0         5.0        0.03     0.17                0.0           0.0         0.0        0.00        0.00        0.2
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                             Subtotal for State SNAP director             6.0           5.0         3.0        15.0        0.43     6.42                1.0           1.0         1.0        0.25        0.25        6.7
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                      State MCS leads.......  Advance materials and      15.0          10.0         1.0        10.0        0.25     2.50                5.0           1.0         5.0        0.25        1.25        3.8
                                                               preparation for
                                                               introductory
                                                               interview, including
                                                               scheduling calls and
                                                               reminders.
                                      State MCS leads.......  Introductory call with     10.0          10.0         1.0        10.0        1.00    10.00                0.0           0.0         0.0        0.00        0.00       10.0
                                                               State staff interview
                                                               protocol.
                                      State MCS leads.......  Follow-up email.......     10.0          10.0           1        10.0        0.03     0.33                0.0           0.0         0.0        0.00        0.00        0.3
                                      State MCS leads and     Advance materials and      30.0          25.0         1.0        25.0        0.25     6.25                5.0           1.0         5.0        0.25        1.25        7.5
                                       other staff involved    preparation for in-
                                       in MCS implementation.  person interview,
                                                               including scheduling
                                                               calls and reminders.
                                      State MCS leads and     In-person semi-            25.0          25.0         1.0        25.0        1.50    37.50                0.0           0.0         0.0        0.00        0.00       37.5
                                       other staff involved    structured interview
                                       in MCS implementation.  protocol.
                                      State MCS leads and     Follow-up email.......     25.0          25.0           1        25.0        0.03     0.83                0.0           0.0         0.0        0.00        0.00        0.8
                                       other staff involved
                                       in MCS implementation.
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                         Subtotal for State staff involved in MCS        30.0          25.0         4.2       105.0        0.55    57.42                5.0           2.0        10.0        0.25        2.50       59.9
                                                       implementation
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                      Software developers or  Advance materials and       6.0           5.0         1.0         5.0        0.25     1.25                1.0           1.0         1.0        0.25        0.25        1.5
                                       IT staff.               preparation for
                                                               interview, including
                                                               scheduling calls and
                                                               reminders.
                                      Software developers or  In-person semi-             5.0           5.0         1.0         5.0        1.00     5.00                0.0           0.0         0.0        0.00        0.00        5.0
                                       IT staff.               structured interview
                                                               protocol.
                                      Software developers or  Follow-up email.......      5.0           5.0         1.0         5.0        0.03     0.17                0.0           0.0         0.0        0.00        0.00        0.2
                                       IT staff.
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                       Subtotal for software developers or IT staff       6.0           5.0         3.0        15.0        0.43     6.42                1.0           1.0         1.0        0.25        0.25        6.7
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Local government....................  Local SNAP office       Advance materials and      25.0          20.0         1.0        20.0        0.25     5.00                5.0           1.0         5.0        0.25        1.25        6.3
                                       staff.                  preparation for group
                                                               interview, including
                                                               scheduling calls and
                                                               reminders.
                                      Local SNAP office       In-person semi-            20.0          20.0         1.0        20.0        1.00    20.00                0.0           0.0         0.0        0.00        0.00       20.0
                                       staff.                  structured group
                                                               interview protocol.
                                      Local SNAP office       Follow-up email.......     20.0          20.0         1.0        20.0        0.03     0.67                0.0           0.0         0.0        0.00        0.00        0.7
                                       staff.
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                           Subtotal for local SNAP office staff          25.0          20.0         3.0        60.0        0.43    25.67                5.0           1.0         5.0        0.25        1.25       26.9
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
State and local government subtotal.................................................     67.0          55.0         3.5       195.0        0.49    95.92              12.00          1.42       17.00        1.00        4.25      100.2
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                                                                                               Businesses
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Business For-Profit.................  Software developers or  Advance materials and      10.0           5.0         1.0         5.0        0.25     1.25                5.0           1.0         5.0        0.25        1.25        2.5
                                       IT staff.               preparation for
                                                               interview, including
                                                               scheduling calls and
                                                               reminders.
                                      Software developers or  In-person semi-             5.0           5.0         1.0         5.0        1.00     5.00                0.0           0.0         0.0        0.00        0.00        5.0
                                       IT staff.               structured interview
                                                               protocol.
                                      Software developers or  Follow-up email.......      5.0           5.0         1.0         5.0        0.03     0.17                0.0           0.0         0.0        0.00        0.00        0.2
                                       IT staff.
                                                                                     ---------------------------------------------------------------------------------------------------------------------------------------------------
                                      Subtotal for for-       ......................     10.0           5.0         3.0        15.0        0.43     6.42                5.0           1.0         5.0        0.25        1.25        7.7
                                       profit businesses.
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Business Not-For-Profit.............  Community partners....  Advance materials and      20.0          15.0         1.0        15.0        0.25     3.75                5.0           1.0         5.0        0.25        1.25        5.0
                                                               preparation for
                                                               interview, including
                                                               scheduling calls and
                                                               reminders.

[[Page 31576]]

 
                                      Community partners....  In-person semi-            15.0          15.0         1.0        15.0        1.00    15.00                0.0           0.0         0.0        0.00        0.00       15.0
                                                               structured interview
                                                               protocol.
                                      Community partners....  Follow-up email.......     15.0          15.0         1.0        15.0        0.03     0.50                0.0           0.0         0.0        0.00        0.00        0.5
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                          Subtotal for Not-for-profit businesses         20.0          15.0         3.0        45.0        0.43    19.25                5.0           1.0         5.0        0.25        1.25       20.5
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                  Business subtotal                                      30.0          20.0         3.0        60.0        0.43    25.67               10.0           1.0        10.0        0.50        2.50       28.2
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                                                                                                         Individuals/Households
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
SNAP Participants MCS Users.........  SNAP participants/MCS   Recruitment materials.    166.0         120.0         1.0       120.0        0.03     3.60               46.0           1.0        46.0        0.03        1.38        5.0
                                       users.
                                      SNAP participants/MCS   Eligibility screener..    166.0         120.0         1.0       120.0        0.17    20.00               46.0           1.0        46.0        0.17        7.67       27.7
                                       users.
                                      Eligible SNAP           Reminders.............    120.0          90.0         1.0        90.0        0.03     2.70               30.0           1.0        30.0        0.03        0.90        3.6
                                       participants/MCS
                                       users.
                                      Eligible SNAP           In-person focus group      90.0          90.0         1.0        90.0        1.50   135.00                0.0           0.0         0.0        0.00        0.00      135.0
                                       participants/MCS        protocol, consent
                                       users.                  form, demographic
                                                               questionnaire.
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                           SNAP participants/MCS users subtotal         166.0         120.0         3.5       420.0        0.38   161.30               46.0           2.7       122.0        0.08        9.95      171.2
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
SNAP Eligible Individuals...........  SNAP eligible in Local  In-person recruitment     170.0         120.0         1.0       120.0        0.03     4.00               50.0           1.0        50.0        0.03        1.50        5.5
                                       office waiting room     to participate.
                                       visitors/MCS nonusers.
                                      SNAP Eligible in Local  Waiting room              120.0         100.0         1.0       100.0        0.08     8.33               20.0           1.0        20.0        0.08        1.60        9.9
                                       SNAP office waiting     questionnaire.
                                       room visitors/MCS
                                       nonusers.
                                     ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                                  SNAP eligible subtotal                170.0         120.0         1.8       220.0        0.06    12.33               50.0           1.4        70.0        0.04        3.10       15.4
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Individuals subtotal................................................................    336.0           240         2.7       640.0        0.27   173.63               96.0           2.0       192.0        0.07       13.05      186.7
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
                                        Total                                           433.0         315.0         2.8       895.0        0.33   295.22              118.0           1.9       219.0        0.09       19.80      315.0
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------



[[Page 31577]]

    Dated: June 19, 2019.
Brandon Lipps,
Administrator, Food and Nutrition Service.
[FR Doc. 2019-14030 Filed 7-1-19; 8:45 am]
BILLING CODE 3410-30-P