[Federal Register Volume 88, Number 224 (Wednesday, November 22, 2023)]
[Notices]
[Pages 81438-81439]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-25863]


=======================================================================
-----------------------------------------------------------------------

NATIONAL TRANSPORTATION SAFETY BOARD

[Docket No.: NTSB-2023-0005]


Information Collection: Generic Clearance for the Collection of 
Qualitative Feedback on Agency Service Delivery

AGENCY: National Transportation Safety Board (NTSB).

ACTION: Notice and request for comments for a new information 
collection.

-----------------------------------------------------------------------

SUMMARY: Under the Paperwork Reduction Act (PRA) of 1995, this notice 
announces that the NTSB's Information Collection Request (ICR) will be 
submitted to the Office of Management and Budget (OMB) for review and 
approval. On May 30, 2023, the NTSB published the requisite 60-Day 
Notice in the Federal Register, notifying the public that the NTSB 
seeks OMB approval on generic clearance for qualitative feedback on 
agency service delivery. To date, no comments have been received. 
However, the NTSB has since corrected a typographical error regarding 
the estimated average burden hours and has added to the list of the 
types of collections that this generic clearance covers. The NTSB is 
now issuing this 30-Day Notice, directing the public to submit all 
comments to OMB.

DATES: Submit written comments to OMB regarding this proposed 
collection of information by December 22, 2023.

ADDRESSES: Submit written comments to OMB at www.reginfo.gov/public/do/PRAMain. To find this IC, select ``Currently under Review--Open for 
Public Comments'' or use the search function.

FOR FURTHER INFORMATION CONTACT: William T. (Tom) McMurry, Jr., General 
Counsel, (202) 314-6080, [email protected].

SUPPLEMENTARY INFORMATION: A Federal Register notice with a 60-day 
comment period was published on May 30, 2023, notifying the public of 
the agency's intent to seek OMB approval on generic clearance for 
qualitative feedback on agency service delivery; no comments were 
received as a result. However, the NTSB has since corrected a 
typographical error regarding the estimated average burden hours per 
respondent from 30 minutes to 5 minutes. This correction is consistent 
with the agency's total estimated annual burden hours of 1,250 for the 
15,000 total estimated number of annual responses. Further, the NTSB 
has added to its list of the types of collections that this generic 
clearance covers. The NTSB is currently issuing this 30-Day notice, 
informing the public that the agency will now submit the following ICR 
to OMB and that all comments should be directed to OMB:
    Title of Collection: Generic Clearance for the Collection of 
Qualitative Feedback on Agency Service Delivery.
    Form Number: To be determined by specific collections.
    Type of Request: New Collection.
    Type of Review: Regular.
    Type of Review Requested: 3 years from the date of approval.
    Summary of the Collection of Information: With the goal of ensuring 
that the Federal Government provided the highest quality service as 
possible, Executive Order (E.O.) 12862 (Setting Customer Service 
Standards) was issued to set customer service standards to a level that 
either matched or exceeded the best service available in the private 
sector. Accordingly, E.O. 12862 directed Federal agencies to create 
customer surveys to obtain information on customer satisfaction. E.O. 
14058 (Transforming Federal Customer Experience and Service Delivery to 
Rebuild Trust in Government) was later issued and reiterated the 
Federal Government's commitment to improve a customer's experience in 
an agency's service delivery. E.O. 14058 defined service delivery as an 
action related to a Federal benefit or service provided to a customer.
    To ensure that the NTSB's service delivery is effective and meets 
its customer needs, the NTSB seeks OMB approval of a generic clearance 
to collect qualitative feedback on the agency's service delivery. This 
proposed IC provides a means to garner qualitative feedback in an 
efficient, timely manner in accordance with the commitment to improving 
service delivery.
    Qualitative feedback is information that will provide insights into 
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 and services. This feedback will allow for 
ongoing, collaborative, and actionable communications between the NTSB 
and its stakeholders. It will also allow for feedback to contribute 
directly to the improvement of program management.
    The feedback solicited will target areas that include, but are not 
limited to: 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 stakeholders on 
the agency's services will be unavailable.
    The agency will only submit a collection for approval under this 
generic clearance 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;
     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;
     Personally identifiable information (PII) is collected 
only to the extent necessary and is not retained;
     Information gathered is intended to be used only 
internally for general service improvement and program management 
purposes and is not intended for release outside of the agency (if 
released, the agency must indicate the qualitative nature of the 
information);
     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. The types of collections that this generic 
clearance covers include, but are not limited to:
     Customer comment cards/complaint forms.
     Qualitative customer satisfaction surveys (e.g., post-
meeting surveys; web surveys).

[[Page 81439]]

     In-person observation testing (e.g., website or software 
usability tests).
     Small discussion groups.
     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.
    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 as collections may still be eligible for submission for 
other generic mechanisms that are designed to yield quantitative 
results.
    As a general matter, information collections under this 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: New collection of information.
    Type of Review: New Collection.
    Affected Public: Individuals and Households, Businesses and 
Organizations, and State, Local, or Tribal Government.
    Total Estimated Annual Burden Hours: 1,250.
    Estimated Average Burden Hours per Respondent: 5 minutes.
    Frequency of Response: On occasion, per request.
    Total Estimated No. of Annual Responses: 15,000.
    The 1,250 annual burden hours requested are based on the number of 
collections the NTSB expects to conduct over the requested three-year 
period for this generic clearance.
    Estimated Total Annual Burden Cost: $0.
    Participation in this collection is voluntary, and there are no 
costs to respondents beyond the time spent participating in the 
surveys.
    Request for Comments: OMB is interested in comments that include: 
(1) whether the proposed collection is necessary for the NTSB to 
perform its mission; (2) the accuracy of the estimated burden; (3) ways 
for the NTSB to enhance the quality, usefulness, and clarity of the IC; 
and (4) ways to minimize burden without reducing the quality of the IC.

William T. McMurry, Jr.,
General Counsel.
[FR Doc. 2023-25863 Filed 11-21-23; 8:45 am]
BILLING CODE 7533-01-P