[Federal Register Volume 88, Number 180 (Tuesday, September 19, 2023)]
[Notices]
[Pages 64402-64404]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-20210]


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DEPARTMENT OF AGRICULTURE

Farm Service Agency

[Docket ID FSA-2023-0018]


Information Collection Requests; Generic Clearance for the 
Collection of Qualitative Customer Feedback on the Service Delivery 
(0560-0286)

AGENCY: Farm Service Agency, U.S. Department of Agriculture (USDA).

ACTION: Notice; request for comments.

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SUMMARY: In accordance with the Paperwork Reduction Act (PRA), the Farm 
Production and Conservation (FPAC) is requesting comments from all 
interested individuals and organizations on an extension of a currently 
approved Generic Clearance for the Collection of Qualitative Customer 
Feedback on the Service Delivery (0560-0286). The Farm Service Agency 
(FSA) initially received the PRA approval for this information 
collection request and has expanded it to cover all four of the 
agencies in the U.S. Department of Agriculture (USDA) Farm Production 
and Conservation (FPAC) mission area. FPAC uses the approval to cover 
the surveys, window pop-up surveys, focus groups, beta testing new or 
revised electronic systems, comment cards, and other information 
collection instruments or methods, which are designed to get customer 
feedback on service delivery for various programs administered by any 
of the FPAC agencies. This request for approval broadly addresses the 
need for information about what our customers think of our services so 
that we can improve service delivery; specific information collection 
activities will be incorporated into the approval as the need for the 
information is identified. For example, when we implement a new program 
and provide information about the services for the program on our 
website, we may provide a voluntary customer service questionnaire 
about how well the program is working for our customers, specifically 
within the area of customer service.

DATES: We will consider comments that we receive by November 20, 2023.

ADDRESSES: We invite you to submit comments on this notice. You may 
submit comments through the Federal eRulemaking Portal by going to 
http://www.regulations.gov and searching for Docket ID FSA-2023-0018.
    Comments will be available on http://www.regulations.gov.

FOR FURTHER INFORMATION CONTACT: Mary Ann Ball, (202) 205-5851, 
[email protected]. Individuals who require alternative means of 
communication should contact the USDA TARGET Center at (202) 720-2600 
(voice and text telephone (TTY)) or dial 711 for Telecommunications 
Relay Service (both voice and text telephone users can initiate this 
call from any telephone).

SUPPLEMENTARY INFORMATION: 
    Title: Generic Clearance for the Collection of Qualitative Customer 
Feedback on Farm Service Agency Service Delivery (FastTrack).
    OMB Control Number: 0560-0286.
    Expiration Date of Approval: January 31, 2024.
    Type of Request: Extension.
    Abstract: FSA initially received the PRA approval for this 
information collection request and has expanded it to cover all of the 
agencies in the USDA FPAC mission area. FPAC includes the following 
four agencies: the FPAC Business Center, the Farm Service Agency (FSA), 
the National Resources Conservation Service (NRCS), and the Risk 
Management Agency (RMA). The program staff have created several 
feedback instruments (customer surveys) and submitted them to the FPAC 
information collection coordinator for approval under the current 
approved information collection of 0560-0286, Generic Clearance for the 
Collection of Qualitative Customer Feedback on Service Delivery. The 
program staff continue to use fast track approval to submit new 
customer instruments to the information collection coordinator for 
approval, which takes less time than going through a regular Paperwork 
Reduction Act process.
    As a result, program staff are able to quickly implement certain 
types of surveys and related collection of information using OMB 
control number of 0560-0286. For example, when we implement a new 
program and provide information about the programs on our website, we 
may provide a voluntary customer service questionnaire about how well 
the program is working for our

[[Page 64403]]

customers, specifically within the area of customer service.
    The information collection provides a means to gather qualitative 
customer and stakeholder feedback in an efficient, timely manner that 
is consistent with the commitment to improving service delivery. By 
qualitative feedback, we mean information, generally from customers, 
that provides useful insights on perceptions and opinions based on 
experiences with service delivery from one of the FPAC agencies. Such 
information does not include statistical surveys that yield 
quantitative results that can be generalized to the population. The 
qualitative feedback will:
     Provide insights into customer or stakeholder perceptions, 
experiences, and expectations,
     Provide an early warning of issues with service, and
     Focus attention on areas where communication, training, or 
changes in operations might improve delivery of products or services.
    The collection will allow for ongoing, collaborative, and 
actionable communication between the FPAC agencies and customers and 
stakeholders. It will also allow feedback to contribute directly to the 
improvement of program management. 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 FPAC agency services will be unavailable.
    We will only submit a collection for approval under this generic 
clearance if it meets the following conditions:
     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 noncontroversial and do not raise 
issues of concern to other Federal agencies;
     The collections are 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;
     Personally identifiable information (PII) is collected 
only to the extent necessary and is not retained;
     Information gathered will be used only internally for 
general service improvement and program management purposes and is not 
intended for release outside of the FPAC agencies;
     Information gathered will not be used for the purpose of 
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.
    As a general matter, information collections will not result in any 
new system of records containing privacy information and will not ask 
questions of a sensitive nature, such as religious beliefs, sexual 
behavior and attitudes, and other matters that are commonly considered 
private.
    Additionally, we are including surveys, focus groups, webinars, and 
other information collection instruments to cover a beta testing or 
testing of a newly developed information system or online application 
for any FPAC Business Center, FSA, RMA, or NRCS programs to ensure it 
is meeting the customers' needs when applying for payments or benefits 
electronically. This will be an expansion of this information 
collection request and is being included to streamline the timing of 
our conversion from paper-based forms to encourage electronic 
submission of information.
    There are no changes to the annual burden hours in this collection. 
For the following estimated total annual burden on respondents, the 
formula used to calculate the total burden hours is the estimated 
average time per response multiplied by the estimated total annual 
number of responses.
    Estimate of Average Time to Respond: Public reporting burden for 
collecting information under this notice is estimated to average 11 
minutes (0.17734 hours) per response, including the time for reviewing 
instructions, searching existing data sources, and completing and 
reviewing the collection of information. Specifically, it will be 10 
minutes per customer feedback survey, 15 minutes per comment card, and 
3 hours per focus group and for beta testing.
    Respondents: Individuals and households; businesses; organizations; 
and State, local, or Tribal government.
    Estimated Number of Respondents: 210,500.
    Estimated Annual Number of Responses per Respondent: 1.
    Estimated Total Annual Responses: 210,500.
    Estimated Total Annual Burden Hours on Respondents: 37,333 hours.

Requesting Comments

    We are requesting comments on all aspects of this information 
collection to help us to:
    (1) Evaluate whether the collection of information is necessary for 
the proper performance of the functions of the FPAC agencies, including 
whether the information will have practical utility;
    (2) Evaluate the accuracy of the estimate of burden including the 
validity of the methodology and assumptions used;
    (3) Enhance the quality, utility and clarity of the information to 
be collected;
    (4) Minimize the burden of the collection of information on those 
who are to respond, including the use of appropriate automated, 
electronic, mechanical, or other technological collection techniques or 
other forms of information technology.
    All comments received in response to this notice, including names 
and addresses when provided, will be a matter of public record. 
Comments will be summarized and included in the submission for Office 
of Management and Budget approval.

USDA Non-Discrimination Policy

    In accordance with Federal civil rights law and U.S. Department of 
Agriculture (USDA) civil rights regulations and policies, USDA, its 
Agencies, offices, and employees, and institutions participating in or 
administering USDA programs are prohibited from discriminating based on 
race, color, national origin, religion, sex, gender identity (including 
gender expression), sexual orientation, disability, age, marital 
status, family or parental status, income derived from a public 
assistance program, political beliefs, or reprisal or retaliation for 
prior civil rights activity, in any program or activity conducted or 
funded by USDA (not all bases apply to all programs). Remedies and 
complaint filing deadlines vary by program or incident.
    Individuals who require alternative means of communication for 
program information (for example, braille, large print, audiotape, 
American Sign Language, etc.) should contact the responsible Agency or 
the USDA TARGET Center at (202) 720-2600 (voice and text telephone 
(TTY)) or dial 711 for Telecommunications Relay Service (both voice and 
text telephone users can initiate this call from any telephone). 
Additionally, program information may be made available in languages 
other than English.

[[Page 64404]]

    To file a program discrimination complaint, complete the USDA 
Program Discrimination Complaint Form, AD-3027, found online at https://ww.usda.gov/oascr/how-to-file-a-program-discrimination-complaint and 
at any USDA office or write a letter addressed to USDA and provide in 
the letter all the information requested in the form. To request a copy 
of the complaint form, call (866) 632-9992. Submit your completed form 
or letter to USDA by: (1) mail to: U.S. Department of Agriculture, 
Office of the Assistant Secretary for Civil Rights, 1400 Independence 
Avenue SW, Washington, DC 20250-9410; (2) fax: (202) 690-7442; or (3) 
email: [email protected].
    USDA is an equal opportunity provider, employer, and lender.

Zach Ducheneaux,
Administrator, Farm Service Agency.
[FR Doc. 2023-20210 Filed 9-18-23; 8:45 am]
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