[Federal Register Volume 88, Number 180 (Tuesday, September 19, 2023)]
[Notices]
[Pages 64451-64452]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-20150]


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DEPARTMENT OF HOMELAND SECURITY

[Docket No. CISA-2023-0022]


Next Generation Network Priority Services User Requirements

AGENCY: Cybersecurity and Infrastructure Security Agency (CISA), 
Department of Homeland Security (DHS).

ACTION: 60-Day notice and request for comments; new collection (request 
for a new OMB control number), 1670-NEW.

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SUMMARY: The DHS CISA Emergency Communications Division (ECD) will 
submit the following Information Collection Request (ICR) to the Office 
of Management and Budget (OMB) for review and clearance.

DATES: Comments are encouraged and will be accepted until November 20, 
2023.

ADDRESSES: You may submit comments, identified by docket number Docket 
# CISA-2023-0022, at:
    [cir] Federal eRulemaking Portal: https://www.regulations.gov. 
Please follow the instructions for submitting comments.
    Instructions: All submissions received must include the agency name 
and docket number Docket # CISA-2023-0022. All comments received will 
be posted without change to https://www.regulations.gov, including any 
personal information provided.
    Docket: For access to the docket to read background documents or 
comments received, go to https://www.regulations.gov.

SUPPLEMENTARY INFORMATION: Executive Order 12862 directs Federal 
agencies to provide service to the public that matches or exceeds the 
best service available in the private sector. To work continuously to 
ensure that programs are effective and meet customers' needs, 
Cybersecurity Infrastructure Agency Emergency Communications Division 
(hereafter ``the Agency'') seeks to obtain OMB approval of a generic 
clearance to collect qualitative feedback on service delivery. 
Qualitative feedback means 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 collection of information is necessary to enable the Agency to 
garner customer and stakeholder feedback in an efficient, timely 
manner, in accordance with the commitment on improving service 
delivery. The information collected from customers and stakeholders 
will help ensure that users have an effective, efficient, and 
satisfying experience with the Agency's programs. 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.
    Improving agency programs requires ongoing assessment of service 
delivery, meaning a systematic review of the operation of a program 
compared to a set of explicit or implicit standards, as a way 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 respondent pool consists of, but not

[[Page 64452]]

limited to, federal, state, local, tribal, territorial and industry 
users of emergency communications priority services. 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 process 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, appropriate 
Agency procedures will be followed);
     Information gathered will not be used for the purpose of 
substantially informing influential policy 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;
     The collections are voluntary;
     The collections are 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 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.
     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 website;
     Qualitative customer satisfaction surveys (e.g., post-
transaction surveys; opt-out web surveys).
     In-person observation testing (e.g., website 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.
    If appropriate, agencies will collect information electronically 
and/or use online collaboration tools to reduce burden.
    Small business or other small entities may be involved in these 
efforts, but the Agency will minimize the burden on them of information 
collections approved under this clearance by sampling, asking for 
readily available information, and using short, easy-to-complete 
information collection instruments. Without these types of feedback, 
the Agency will not have timely information to adjust its services to 
meet customer needs. If a confidentiality pledge is deemed useful and 
feasible, the Agency will only include a pledge of confidentiality that 
is supported by authority established in statute or regulation, that is 
supported by disclosure and data security policies that are consistent 
with the pledge, and that does not unnecessarily impede sharing of data 
with other agencies for compatible confidential use. If the agency 
includes a pledge of confidentiality, it will include a citation for 
the statute or regulation supporting the pledge.
    There are no program changes since the previous OMB approval.
    The Office of Management and Budget is particularly interested in 
comments which:
    1. Evaluate whether the proposed collection of information is 
necessary for the proper performance of the functions of the agency, 
including whether the information will have practical utility;
    2. Evaluate the accuracy of the agency's estimate of the burden of 
the proposed collection of information, including the validity of the 
methodology and assumptions used;
    3. Enhance the quality, utility, and clarity of the information to 
be collected; and
    4. Minimize the burden of the collection of information on those 
who are to respond, including through the use of appropriate automated, 
electronic, mechanical, or other technological collection techniques or 
other forms of information technology, e.g., permitting electronic 
submissions of responses.

Analysis

    Agency: Cybersecurity and Infrastructure Security Agency (CISA), 
Department of Homeland Security (DHS).
    Title: Next Generation Network Priority Services User Requirements.
    OMB Number: 1670-NEW.
    Frequency: Annually.
    Affected Public: Federal, state, local, tribal, territorial, and 
industry users of emergency communications priority services.
    Number of Annualized Respondents: 50,000 for survey; 200 for focus 
groups.
    Estimated Annual Time per Respondent: 15 minutes for survey; 60 
minutes for focus groups.
    Total Burden Hours: 12,500 minutes for survey; 400 minutes for 
focus groups.
    Total Annual Cost: $523,727.
    Annualized Respondent Cost: $0.
    Total Annualized Respondent Out-of-Pocket Cost: $0.
    Total Annualized Government Cost: $972,397.

Robert J. Costello,
Chief Information Officer, Department of Homeland Security, 
Cybersecurity and Infrastructure Security Agency.
[FR Doc. 2023-20150 Filed 9-18-23; 8:45 am]
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