[Federal Register Volume 87, Number 98 (Friday, May 20, 2022)]
[Notices]
[Pages 30955-30956]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2022-10896]


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GENERAL SERVICES ADMINISTRATION

[OMB Control No. 3090-0297; Docket No. 2022-0001; Sequence No. 2]


Submission for OMB Review; Generic Clearance for the Collection 
of Qualitative Feedback on Agency Service Delivery

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 21, 2022.

ADDRESSES: Written comments and recommendations for this information 
collection should be sent within 30 days of publication of this notice 
to www.reginfo.gov/public/do/PRAMain. Find this particular information 
collection by selecting ``Currently under Review--Open for Public 
Comments'' or by using the search function.

FOR FURTHER INFORMATION CONTACT: Ms. Camille Tucker, Office of Customer 
Experience, GSA, at 202-603-2666, or via email at 
[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 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

[[Page 30956]]

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: 500,000.
    Responses per Respondent: 1.
    Total Annual Responses: 500,000.
    Hours per Response: 60.446 minutes.
    Total Burden Hours: 32,970.72.

C. Public Comments

    A 60-day notice published in the Federal Register at 87 FR 14532 on 
March 15, 2022. No comments were received.
    Obtaining Copies of Proposals: Requesters may obtain a copy of the 
information collection documents from the GSA Regulatory Secretariat 
Division, by calling 202-501-4755 or emailing [email protected]. Please 
cite OMB Control No. 3090-0297, Generic Clearance for the Collection of 
Qualitative Feedback on Agency Service Delivery, in all correspondence.

Beth Anne Killoran,
Deputy Chief Information Officer.
[FR Doc. 2022-10896 Filed 5-19-22; 8:45 am]
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