Notice2023-11364
Information Collection: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
Primary source
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Published
May 30, 2023
Issuing agencies
National Transportation Safety Board
Abstract
Under the Paperwork Reduction Act (PRA) of 1995, the NTSB invites public comment on the agency's intent to submit to the Office of Management and Budget (OMB) an Information Collection Request (ICR), seeking Generic Clearance for a new collection. Specifically, the NTSB intends to seek OMB approval on generic clearance for qualitative feedback on agency service delivery.
Full Text
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<title>Federal Register, Volume 88 Issue 103 (Tuesday, May 30, 2023)</title>
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[Federal Register Volume 88, Number 103 (Tuesday, May 30, 2023)]
[Notices]
[Pages 34548-34550]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-11364]
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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.
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SUMMARY: Under the Paperwork Reduction Act (PRA) of 1995, the NTSB
invites public comment on the agency's intent to submit to the Office
of Management and Budget (OMB) an Information Collection Request (ICR),
[[Page 34549]]
seeking Generic Clearance for a new collection. Specifically, the NTSB
intends to seek OMB approval on generic clearance for qualitative
feedback on agency service delivery.
DATES: Submit written comments regarding this proposed collection of
information by July 31, 2023.
ADDRESSES: You may send comments, identified by Docket Number (No.)
NTSB-2023-0005, by any of the following methods:
<bullet> Federal e-Rulemaking Portal: <a href="https://www.regulations.gov">https://www.regulations.gov</a>.
<bullet> Email: <a href="/cdn-cgi/l/email-protection#651710090008040e0c0b02250b1116074b020a13"><span class="__cf_email__" data-cfemail="daa8afb6bfb7bbb1b3b4bd9ab4aea9b8f4bdb5ac">[email protected]</span></a>.
<bullet> Fax: 202-314-6090.
<bullet> Mail/Hand Delivery/Courier: NTSB, Office of General
Counsel, 490 L'Enfant Plaza East SW, Washington, DC 20594.
Instructions: All submissions in response to this Notice must
include Docket No. NTSB-2023-0005. All comments received will be posted
without change to <a href="https://www.regulations.gov">https://www.regulations.gov</a>, including any personal
information provided.
Docket: For access to the docket, including comments received, go
to <a href="https://www.regulations.gov">https://www.regulations.gov</a> and search under Docket No. NTSB-2023-
0005.
FOR FURTHER INFORMATION CONTACT: Casey Blaine, Deputy General Counsel,
(202) 314-6080, <a href="/cdn-cgi/l/email-protection#fb898e979e969a9092959cbb958f8899d59c948d"><span class="__cf_email__" data-cfemail="7a080f161f171b1113141d3a140e0918541d150c">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
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:
<bullet> The collection is voluntary;
<bullet> 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;
<bullet> The collection is non-controversial and does not raise
issues of concern to other Federal agencies;
<bullet> 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;
<bullet> Personally identifiable information (PII) is collected
only to the extent necessary and is not retained;
<bullet> 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);
<bullet> Information gathered will not be used for the purpose of
substantially informing influential policy decisions; and
<bullet> 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:
<bullet> Customer comment cards/complaint forms;
<bullet> Qualitative customer satisfaction surveys (e.g., post-
meeting surveys; web surveys); and
<bullet> In-person observation testing (e.g., website or software
usability tests).
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: 30 minutes.
Frequency of Response: On occasion, per request.
Total Estimated No. of Annual Responses: 15,000.
[[Page 34550]]
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: Prior to submitting the ICR to the Office of
Information and Regulatory Affairs (OIRA), 5 CFR 1320.8(d)(1) requires
agencies to provide a 60-day Notice in the Federal Register and
otherwise consult with members of the public and affected agencies.
Thus, through this Notice, the NTSB currently is soliciting public
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. The NTSB will summarize and/or include comments
received in the agency's request for OMB approval.
Jennifer Homendy,
Chair.
[FR Doc. 2023-11364 Filed 5-26-23; 8:45 am]
BILLING CODE 7533-01-P
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