Notice2023-14447
Agency Information Collection Activities: Proposed Request and Comment Request
Primary source
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Published
July 10, 2023
Issuing agencies
Social Security Administration
Full Text
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<title>Federal Register, Volume 88 Issue 130 (Monday, July 10, 2023)</title>
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[Federal Register Volume 88, Number 130 (Monday, July 10, 2023)]
[Notices]
[Pages 43642-43643]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-14447]
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SOCIAL SECURITY ADMINISTRATION
[Docket No: SSA-2020-0025]
Agency Information Collection Activities: Proposed Request and
Comment Request
The Social Security Administration (SSA) publishes a list of
information collection packages requiring clearance by the Office of
Management and Budget (OMB) in compliance with Public Law 104-13, the
Paperwork Reduction Act of 1995, effective October 1, 1995. This notice
includes an extension of an OMB-approved information collection.
SSA is soliciting comments on the accuracy of the agency's burden
estimate; the need for the information; its practical utility; ways to
enhance its quality, utility, and clarity; and ways to minimize burden
on respondents, including the use of automated collection techniques or
other forms of information technology. Mail, email, or fax your
comments and recommendations on the information collection(s) to the
OMB Desk Officer and SSA Reports Clearance Officer at the following
addresses or fax numbers.
(OMB) Office of Management and Budget, Attn: Desk Officer for SSA,
Fax: 202-395-6974, Email address: <a href="/cdn-cgi/l/email-protection#0e41475c4f515d7b6c63677d7d6761604e61636c206b617e20696178"><span class="__cf_email__" data-cfemail="da9593889b8589afb8b7b3a9a9b3b5b49ab5b7b8f4bfb5aaf4bdb5ac">[email protected]</span></a>. Submit
your comments online referencing Docket ID Number [SSA-2023-0025].
(SSA) Social Security Administration, OLCA, Attn: Reports Clearance
Director, Mail Stop 3253 Altmeyer, 6401 Security Blvd., Baltimore, MD
21235, Fax: 833-410-1631, Email address: <a href="/cdn-cgi/l/email-protection#b8f7ea96eaddc8d7cacccb96fbd4ddd9cad9d6dbddf8cbcbd996dfd7ce"><span class="__cf_email__" data-cfemail="59160b770b3c29362b2d2a771a353c382b38373a3c192a2a38773e362f">[email protected]</span></a>.
Or you may submit your comments online through <a href="https://www.reginfo.gov/public/do/PRAMain">https://www.reginfo.gov/public/do/PRAMain</a>, referencing Docket ID Number [SSA-
2020-0025].
I. The information collection below is pending at SSA. SSA will
submit it to OMB within 60 days from the date of this notice. To be
sure we consider your comments, we must receive them no later than
September 8, 2023. Individuals can obtain copies of the collection
instruments by writing to the above email address.
Generic Clearance for the Collection of Qualitative Feedback on
Agency Service Delivery--0960-0788. SSA, as part of our continuing
effort to reduce paperwork and respondent burden, invites the general
public to comment on the ``Generic Clearance for the Collection of
Qualitative Feedback on Agency Service Delivery'' for approval under
the Paperwork Reduction Act (PRA) (44 U.S.C. 3501). We developed this
collection as part of a Federal Government-wide effort to streamline
the process for seeking feedback from the public on service delivery.
Under the auspices of Executive Order 12862, Setting Customer
Service Standards, SSA conducts multiple satisfaction surveys each
year. This proposed information collection activity provides a means to
garner qualitative customer and stakeholder feedback in an efficient,
timely manner, in accordance with SSA's commitment to improving service
delivery. By qualitative feedback we mean information that provides
useful insights on perceptions and opinions (not statistical surveys)
that yield quantitative results that can be generalized to the
population of study. 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 SSA and our
customers and stakeholders.
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. We
will assess responses to plan and inform efforts to improve or maintain
the quality of service offered to the public. If we do not collect this
information, we would not have access to vital feedback from customers
and stakeholders on SSA's services.
We will only submit a collection for approval under this generic
clearance if it meets the following conditions: (1) the collections are
voluntary; (2) 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; (3) the collections are non-controversial
and do not raise issues of concern to other Federal agencies; (4) the
collections elicit opinions from respondents who previously had
experience with Social Security programs or services, or are likely to
do so in the near future; (5) we collect personally identifiable
information (PII) only to the extent necessary and we do not retain it;
(6) we will use information gathered only internally for general
service improvement and program management purposes and we will not
release it outside of the agency; (7) we will not use information we
gather for the purpose of substantially informing influential policy
decisions; and (8) information we gather 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.
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. Depending on the
study design and the type of results being elicited, such collections
may still be eligible for submission for other generic mechanisms that
are designed to yield quantitative results.
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 sexual behavior and attitudes,
religious beliefs, and other matters that are commonly considered
private.
The respondents are recipients of SSA services (including most
members of the public), professionals, and individuals who work on
behalf of SSA beneficiaries.
Type of Request: Extension of an OMB-approved information
collection.
Affected Public: Individuals and households, businesses and
organizations, State, Local or Tribal government.
Total Estimated Number of Respondents: 5,454,212.
Below we provide projected average estimates for the next three
years:
Annual Respondents: 1,818,404.
Annual Responses: 1,818,404.
Frequency of Response: Once per request.
Average minutes per Response: 13 minutes (12.6912).
Estimated Annual Burden: 384,629 hours.
II. SSA submitted the information collection below to OMB for
clearance. Your comments regarding this information collection would be
most useful if OMB and SSA receive them 30 days from the date of this
publication. To be sure we consider your comments, we must receive them
no later than August 9, 2023. Individuals can obtain copies of this OMB
clearance package
[[Page 43643]]
by writing to <a href="/cdn-cgi/l/email-protection#e3acb1cdb186938c919790cda08f868291828d8086a3909082cd848c95"><span class="__cf_email__" data-cfemail="642b364a3601140b1610174a2708010516050a0701241717054a030b12">[email protected]</span></a>.
Generic Clearance for the Collection of Improving Customer
Experience (OMB Circular A-11, Section 280 Implementation)--0960-0818.
A modern, streamlined and responsive customer experience means: raising
government-wide customer experience to the average of the private
sector service industry; developing indicators for high-impact Federal
programs to monitor progress towards excellent customer experience and
mature digital services; and providing the structure (including
increasing transparency) and resources to ensure customer experience is
a focal point for agency leadership. This proposed information
collection activity provides a means to garner customer and stakeholder
feedback in an efficient, timely manner in accordance with the
Administration's commitment to improving customer service delivery as
discussed in section 280 of OMB Circular A-11 at <a href="https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf">https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf</a>. As discussed in
OMB guidance, agencies should identify their highest-impact customer
journeys (using customer volume, annual program cost, and/or knowledge
of customer priority as weighting factors) and select touchpoints/
transactions within those journeys to collect feedback.
These results will be used to improve the delivery of Federal
services and programs. It will also provide government-wide data on
customer experience that can be displayed on <a href="http://www.performance.gov">www.performance.gov</a> to
help build transparency and accountability of Federal programs to the
customers they serve.
As a general matter, these 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 sexual behavior and
attitudes, religious beliefs, and other matters that are commonly
considered private.
SSA will only submit collections if they meet the following
criteria.
<bullet> The collections are voluntary;
<bullet> The collections are low-burden for respondents (based on
considerations of total burden hours or burden-hours per respondent)
and are low-cost for both the respondents and the Federal Government;
<bullet> The collections are non-controversial and do not raise
issues of concern to other Federal agencies;
<bullet> The collections elicit opinions from respondents who had
experience with Social Security programs or may have experience with
the programs or services, or expect to do so 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 for general
service improvement and program management purposes; and
<bullet> Upon agreement between OMB and the agency all or a subset
of information may be released as part of A-11, Section 280
requirements only on <a href="http://performance.gov">performance.gov</a>. Summaries of customer research
and user testing activities may be included in public-facing customer
journey maps.
<bullet> Additional release of data must be done coordinated with
OMB.
These collections will allow for ongoing, collaborative, and
actionable communications between the Agency, its customers and
stakeholders, and OMB as it monitors agency compliance on section 280.
These responses will 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 services will be
unavailable.
The respondents are individuals and households, businesses and
organizations, State, local or Tribal government.
Type of Request: Extension of an OMB-approved information
collection.
Affected Public: Individuals and households, businesses and
organizations, State, local or Tribal government.
Total Estimated Number of Respondents: 17,866,680.
Below we provide projected average estimates for the next three
years:
Annual Respondents: 5,955,560.
Annual Responses: 1,142,475.
Frequency of Response: Once per request.
Average minutes per Response: 12 minutes (11.51).
Estimated Annual Burden: 384,629 hours.
Dated: July 3, 2023.
Faye Lipsky,
Staff Director, Office of Regulations and Reports Clearance, Office of
Legislation and Congressional Affairs, Social Security Administration.
[FR Doc. 2023-14447 Filed 7-7-23; 8:45 am]
BILLING CODE 4191-02-P
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