[Federal Register Volume 85, Number 214 (Wednesday, November 4, 2020)]
[Notices]
[Pages 70198-70200]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-24379]


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NATIONAL ARCHIVES AND RECORDS ADMINISTRATION

[NARA-2021-003]


Agency Information Collection Activities: Proposed Collection; 
Comment Request; Generic Clearance for the Collection of Qualitative 
Feedback on Agency Service Delivery

AGENCY: National Archives and Records Administration (NARA).

ACTION: Notice.

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SUMMARY: We have submitted the following generic information collection 
request (generic ICR) to the Office of Management and Budget (OMB) for 
approval to continue to collect feedback on our service delivery: 
``Generic Clearance for the Collection of Qualitative Feedback on 
Agency Service Delivery.'' As part of a Federal Government-wide effort 
to streamline the process to seek feedback from the public on service 
delivery, we developed this generic ICR to cover all of our requests 
for feedback on our services. We invite your comments on this ICR.

DATES: Comments must be submitted December 4, 2020.

ADDRESSES: Send comments and recommendations on the proposed 
information collection in writing to www.reginfo.gov/public/do/PRAMain. 
Find this particular information collection by selecting ``Currently 
under

[[Page 70199]]

30-day Review--Open for Public Comments'' or by using the search 
function.

FOR FURTHER INFORMATION CONTACT: Tamee Fechhelm, Paperwork Reduction 
Act Officer, by email at [email protected] or by telephone at 
301.837.1694 with requests for additional information.

SUPPLEMENTARY INFORMATION: Pursuant to the Paperwork Reduction Act of 
1995 (Pub. L. 104-13), we invite the public and other Federal agencies 
to comment on proposed information collections. The comments and 
suggestions should address one or more of the following points: (a) 
Whether the proposed information collections are necessary for NARA to 
properly perform its functions; (b) our estimates of the burden of the 
proposed information collections and their accuracy; (c) ways we could 
enhance the quality, utility, and clarity of the information we 
collect; (d) ways we could minimize the burden on respondents of 
collecting the information, including through information technology; 
and (e) whether these collections affect small businesses.
    We will summarize any comments you submit and include the summary 
in our request for OMB approval. All comments will become a matter of 
public record. For this reason, please do not include in your comments 
information of a confidential nature, such as sensitive personal 
information or proprietary information.
    In this notice, we solicit comments concerning the following 
information collection. We published this information collection in the 
Federal Register on July 20, 2020 (85 FR 43880), for an initial 60-day 
public comment period. We received no comments in response.
    Title: Generic Clearance for the Collection of Qualitative Feedback 
on Agency Service Delivery.
    OMB number: 3095-0070.
    Abstract: This information collection provides a means to gather 
qualitative customer and stakeholder feedback in an efficient, timely 
manner, in accordance with our commitment to improving service 
delivery. By qualitative feedback, we mean information that provides 
useful insights into customers' or stakeholders' perceptions and 
opinions, but not statistical surveys that yield quantitative results 
that can be generalized to the population of study. Qualitative 
feedback provides insights into perceptions, experiences, and 
expectations, provides an early warning of issues with service, or 
focuses attention on areas where communication, training, or changes in 
operations might improve delivery of products or services. Collecting 
this information allows for ongoing, collaborative, and actionable 
communications between NARA and its customers and stakeholders. It also 
allows us to contribute feedback directly to improving program 
management.
    We collect feedback in areas of service delivery such as 
timeliness, appropriateness, accuracy of information, plain language, 
courtesy, efficiency, and resolution of issues with service delivery. 
We use customer feedback to plan 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 NARA's 
services will be unavailable.
    We will submit a collection for approval under this generic 
clearance only if it meets the following conditions:
     The collection is voluntary;
     The collection is low-burden for respondents (based on 
considerations of total burden hours, total number of respondents, or 
burden-hours per respondent) and is low-cost for both the respondents 
and the Federal Government;
     The collection is non-controversial and does not raise 
issues of concern to other Federal agencies;
     It is targeted to solicit opinions from respondents who 
have experience with the program or may have experience with the 
program in the near future;
     It collects personally identifiable information (PII) only 
to the extent necessary and we will not retain it;
     We will use the information gathered only internally, for 
general service improvement and program management purposes, and do not 
intend to release it outside of the agency;
     We will not use the information gathered for 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 provides useful 
information, but it does 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 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, but do not fall under the current generic collection.
    As a general matter, information collections under this generic 
collection request 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.
    Current actions: We currently have 13 surveys or other activites 
that have been approved by OMB under this generic ICR, are ongoing, and 
will continue through the renewal period. Some of these surveys include 
the OGIS FOIA Program Compliance Review, NPRC Survey of Customer 
Satisfaction, and Training and Event Evaluations.
    Type of review: Regular.
    Affected public: Anyone who uses NARA's services, programs, or 
facilities, including requesting personnel records, requesting 
historical, genealogical, or other archival records, using research 
rooms, requesting research or asking research questions, ordering and 
receiving reproductions, using FOIA dispute resolution services, using 
records management services, working with records management schedules, 
renting facilities, attending exhibitions, events, or open houses, 
using learning centers or educational materials, attending training, 
etc. This can include individuals and households, businesses and 
organizations, or state, local, or tribal governments.
    Estimated numbers: Below, we provide estimates on surveys or other 
activities under this information collection for the next three years:
    Estimated annual number of surveys or other activities: 20.
    Estimated total annual number of respondents: 225,000 (to the 
projected 20 surveys or other activities).
    Average number of respondents per survey or other activity: 1,250.
    Annual responses per respondent: 1.

[[Page 70200]]

    Frequency of response: Once per request.
    Average minutes per response: 10.
    Burden hours: 37,500.

Swarnali Haldar,
Executive for Information Services/CIO.

[FR Doc. 2020-24379 Filed 11-3-20; 8:45 am]
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