[Federal Register Volume 89, Number 63 (Monday, April 1, 2024)]
[Notices]
[Pages 22409-22410]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-06789]


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DEPARTMENT OF HEALTH AND HUMAN SERVICES

Administration for Community Living


Agency Information Collection Activities; Submission for OMB 
Review; Public Comment Request; of the ACL Generic Clearance for the 
Collection of Routine Customer Feedback OMB 0985-NEW

AGENCY: Administration for Community Living, HHS.

ACTION: Notice.

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SUMMARY: The Administration for Community Living is announcing that the 
proposed collection of information listed above has been submitted to 
the Office of Management and Budget (OMB) for review and clearance as 
required under the Paperwork Reduction Act of 1995. This 30-Day notice 
collects comments on the information collection requirements related to 
the ACL Generic Clearance for the Collection of Routine Customer 
Feedback OMB 0985-NEW.

DATES: Comments on the collection of information must be submitted 
electronically by 11:59 p.m. (EDT) or postmarked by May 1, 2024.

ADDRESSES: Submit written comments and recommendations for the proposed 
information collection within 30 days of publication of this notice to 
www.reginfo.gov/public/do/PRAMain Find the information collection by 
selecting ``Currently under 30-day Review--Open for Public Comments'' 
or by using the search function. By mail to the Office of Information 
and Regulatory Affairs, OMB, New Executive Office Bldg., 725 17th St. 
NW, Rm 10235, Washington, DC 20503, Attn: OMB Desk Officer for ACL.

FOR FURTHER INFORMATION CONTACT: Tomakie Washington, Administration for 
Community Living, Washington, DC 20201, (202) 795-7336 or 
[email protected].

SUPPLEMENTARY INFORMATION: In compliance with the Paperwork Reduction 
Act (44 U.S.C. 3506), the Administration for Community Living (ACL) has 
submitted the following proposed collection of information to OMB for 
review and clearance. The Administration for Community Living (ACL) at 
the Department of Health and Human Services (HHS) is requesting a 
generic clearance for purposes collecting data with a focus on the 
awareness, understanding, attitudes, preferences, or experiences of 
customers or other stakeholders relating to existing or future 
services, products, or communication materials. ACL defines routine 
customer feedback as information that provides useful insights to 
improve existing or future service deliveries, products, or 
communication materials. ACL is requesting approval for customer 
surveys with the purpose of the collecting data to assist the agency in 
improving existing or future service deliveries, products, or 
communication materials; responses are voluntary: the collection does 
not impose a significant burden on respondents; the collection does not 
employ statistical methods to have practical utility; and the data 
results are not publicly shared.
    The types of information collection activities will include:

1. Customer Comment Card/Complaint Form
2. Customer Satisfaction Qualitative Surveys
3. Technical Assistance
4. Usability Testing (e.g., Website or Software)
5. Small Discussion Group
6. Focus Group
7. One-time or panel discussion groups
8. Moderated, un-moderated, in-person, and/or remote-usability studies
9. Testing of a survey or other collection to refine questions
10. Post-transaction customer surveys
11. On-line surveys

    ACL was created around the fundamental principle that older adults 
and people of all ages with disabilities should be able to live where 
they choose, with the people they choose, and with the ability to 
participate fully in their communities. By funding services and 
supports provided primarily by networks of community-based 
organizations, and with investments in research, education, and 
innovation, ACL helps make this principle a reality for millions of 
Americans. Integral to this role, ACL will use this mechanism to 
conduct routine customer feedback for ACL programs.

Comments in Response to the 60-Day Federal Register Notice

    A 60-day notice published in the Federal Register at 88 FR 78370 on

[[Page 22410]]

November 15, 2023. During the 60-day comment period, ACL received five 
public comments. A portion from two public comments which directly 
related to the collection of routine customer feedback and ACL's 
response are listed in the below table. To view unrelated comments in 
entirety, visit www.reginfo.gov/public/do/PRAMain and select the 
proposed information collection record.

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              Commenter                                  Comment                            ACL response
----------------------------------------------------------------------------------------------------------------
Harris T. Capps, Major US AF, retired  Feedback to ACL should be a part of an      Thank you for your service.
                                        HHS, and an ACL quality management          ACL acknowledges receipt of
                                        program to serve as a powerful tool for     comment. This proposed data
                                        monitoring, evaluating, and improving       collection will collect
                                        processes, products, and services,          Routine Customer Feedback
                                        ultimately contributing to the              related to ACL program data
                                        organization's overall success. It can      under the below listed
                                        provide:                                    topics. Thank you for
                                       a. Performance Evaluation                    providing feedback on (1)
                                       c. Identification of Issues/Problems         the accuracy of ACL's
                                        Transparency and Communication              estimate of the burden of
                                       d. Continuous Improvement, especially        the proposed collection of
                                        regarding Customer Satisfaction & Quality   information, including the
                                        of Services, etc.                           validity of the methodology
                                                                                    and assumptions used to
                                                                                    determine burden estimates;
                                                                                    and (2) ways to enhance the
                                                                                    quality, utility, and
                                                                                    clarity of the information
                                                                                    to be collected.
Rebecca Underwood....................  How will the participants be selected for   Thank you for providing
                                        small discussion groups, focus groups,      feedback on your concerns
                                        and panel discussion groups?                related to the selection of
                                                                                    participants in customer
                                                                                    satisfaction small
                                                                                    discussion groups, focus
                                                                                    groups, and panel discussion
                                                                                    groups. Please note the
                                                                                    terms of usage for this type
                                                                                    of information collection
                                                                                    requires the collection is
                                                                                    targeted to the solicitation
                                                                                    of opinions from respondents
                                                                                    who have experience with the
                                                                                    program services provided or
                                                                                    may have experience with the
                                                                                    program in the future. Such
                                                                                    services as technical
                                                                                    assistance, general
                                                                                    solicitation, and
                                                                                    suggestions for public
                                                                                    meeting topics. Terms of
                                                                                    usage for a Generic/Fast
                                                                                    Track information collection
                                                                                    do not cover the same terms
                                                                                    applicable to program
                                                                                    specific collections of
                                                                                    information when data is
                                                                                    most likely publicly
                                                                                    reported, please visit
                                                                                    https://acl.gov/ Data,
                                                                                    Research, and Issues tab to
                                                                                    view such findings.
----------------------------------------------------------------------------------------------------------------

Estimated Program Burden

    ACL estimates the burden of this collection of information as 
follows: The annual burden hours (2,521) requested, and the anticipated 
number of respondents (10,086) are based on the number of potential 
customer feedback respondents. Over the course of a three-year 
clearance for this generic information collection, ACL estimates a 
three-year burden drawdown amount of 7,564.5 burden hours and 30,258 
respondents.

                                                            Estimated Annualized Burden Table
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                                                                                                          Number of
               Type of respondent                                Form                  Annual  number   responses per     Burden hours     Total annual
                                                                                      of  respondents     respondent      per response     burden hours
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ACL Potential Customer or Stakeholder...........  ACL Generic Clearance for the               10,086                1              .25            2,521
                                                   Collection of Routine Customer
                                                   Feedback.
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    Dated: March 26, 2024.
Alison Barkoff,
Principal Deputy Administrator for the Administration for Community 
Living, performing the delegable duties of the Administrator and the 
Assistant Secretary for Aging.
[FR Doc. 2024-06789 Filed 3-29-24; 8:45 am]
BILLING CODE 4154-01-P