Notice2023-18829
Agency Information Collection Activities: Generic Information Collection: USSS Customer Satisfaction Surveys
Primary source
Metadata and text below are from the Federal Register, a public-domain U.S. government work. Always verify the official published version before relying on it for any legal matter.
Published
August 31, 2023
Issuing agencies
Homeland Security DepartmentSecret Service
Abstract
The Department of Homeland Security will submit the following Information Collection Request (ICR) to the Office of Management and Budget (OMB) for review and clearance in accordance with the Paperwork Reduction Act of 1995. DHS previously published this ICR in the Federal Register on Thursday, June 8, 2023 for a 60-day public comment period. There were no comments received by DHS. The purpose of this notice is to allow additional 30-days for public comments.
Full Text
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<title>Federal Register, Volume 88 Issue 168 (Thursday, August 31, 2023)</title>
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[Federal Register Volume 88, Number 168 (Thursday, August 31, 2023)]
[Notices]
[Pages 60221-60222]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-18829]
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DEPARTMENT OF HOMELAND SECURITY
Secret Service
[Docket Number DHS-2023-0017]
Agency Information Collection Activities: Generic Information
Collection: USSS Customer Satisfaction Surveys
AGENCY: Department of Homeland Security (DHS).
ACTION: 30-Day notice and request for comments.
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SUMMARY: The Department of Homeland Security will submit the following
Information Collection Request (ICR) to the Office of Management and
Budget (OMB) for review and clearance in accordance with the Paperwork
Reduction Act of 1995. DHS previously published this ICR in the Federal
Register on Thursday, June 8, 2023 for a 60-day public comment period.
There were no comments received by DHS. The purpose of this notice is
to allow additional 30-days for public comments.
DATES: Comments are encouraged and will be accepted until October 30,
2023. This process is conducted in accordance with 5 CFR 1320.1.
ADDRESSES: You may submit comments, identified by docket number Docket
#DHS-2023-0017, at:
[cir] Federal eRulemaking Portal: <a href="http://www.regulations.gov">http://www.regulations.gov</a>.
Please follow the instructions for submitting comments.
Instructions: All submissions received must include the agency name
and docket number Docket #DHS-2023-0017. All comments received will be
posted without change to <a href="http://www.regulations.gov">http://www.regulations.gov</a>, including any
personal information provided.
Docket: For access to the docket to read background documents or
comments received, go to <a href="http://www.regulations.gov">http://www.regulations.gov</a>.
SUPPLEMENTARY INFORMATION: Executive Order 12862 directs Federal
agencies to provide service to the public that matches or exceeds the
best service available in the private sector. In order to work
continuously to ensure that our programs are effective and meet our
customers' needs, the Department of Homeland Security (hereafter ``the
Agency'') seeks to obtain OMB approval of a generic clearance to
collect qualitative feedback on our service delivery. By qualitative
feedback we mean information that provides useful insights on
perceptions and opinions, but are not statistical surveys that yield
quantitative results that can be generalized to the population of
study. This collection of information is necessary to enable the Agency
to garner customer and stakeholder feedback in an efficient, timely
manner, in accordance with our commitment to improving service
delivery. The information collected from our customers and stakeholders
will help ensure that users have an effective, efficient, and
satisfying experience with the Agency's programs. 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
[[Page 60222]]
communication, training or changes in operations might improve delivery
of products or services. These collections will allow for ongoing,
collaborative and actionable communications between the Agency and its
customers and stakeholders. It will also allow feedback to contribute
directly to the improvement of program management. Improving agency
programs requires ongoing assessment of service delivery, by which we
mean systematic review of the operation of a program compared to a set
of explicit or implicit standards, as a means of contributing to the
continuous improvement of the program.
The Agency will collect, analyze, and interpret information
gathered through this generic clearance to identify strengths and
weaknesses of current services and make improvements in service
delivery based on feedback. 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 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> Information gathered will be used only internally for
general service improvement and program management purposes and is not
intended for release outside of the agency (if released, procedures
outlined in Question 16 will be followed);
<bullet> Information gathered will not be used for the purpose of
substantially informing influential policy decisions 1;
<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;
<bullet> The collections are voluntary;
<bullet> 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;
<bullet> The collections are non-controversial and do 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; and
<bullet> With the exception of information needed to provide
renumeration for participants of focus groups and cognitive laboratory
studies, personally identifiable information (PII) is collected only to
the extent necessary and is not retained.
If these conditions are not met, the Agency will submit an
information collection request to OMB for approval through the normal
PRA process. To obtain approval for a collection that meets the
conditions of this generic clearance, a standardized form will be
submitted to OMB along with supporting documentation (e.g., a copy of
the comment card). The submission will have automatic approval, unless
OMB identifies issues within 5 business days. The types of collections
that this generic clearance covers include, but are not limited to:
<bullet> Customer comment cards/complaint forms
<bullet> Small discussion groups
<bullet> Focus Groups of customers, potential customers, delivery
partners, or other stakeholders
<bullet> Cognitive laboratory studies, such as those used to refine
questions or assess usability of a website
<bullet> Qualitative customer satisfaction surveys (e.g., post-
transaction surveys; opt-out web surveys)
<bullet> In-person observation testing (e.g., website or software
usability tests)
The Agency has established a manager/managing entity to serve for
this generic clearance and will conduct an independent review of each
information collection to ensure compliance with the terms of this
clearance prior to submitting each collection to OMB. If appropriate,
agencies will collect information electronically and/or use online
collaboration tools to reduce burden.
Small business or other small entities may be involved in these
efforts but the Agency will minimize the burden on them of information
collections approved under this clearance by sampling, asking for
readily available information, and using short, easy-to-complete
information collection instruments. Without these types of feedback,
the Agency will not have timely information to adjust its services to
meet customer needs. If a confidentiality pledge is deemed useful and
feasible, the Agency will only include a pledge of confidentiality that
is supported by authority established in statute or regulation, that is
supported by disclosure and data security policies that are consistent
with the pledge, and that does not unnecessarily impede sharing of data
with other agencies for compatible confidential use. If the agency
includes a pledge of confidentiality, it will include a citation for
the statute or regulation supporting the pledge. This is a new
collection.
The Office of Management and Budget is particularly interested in
comments which:
1. Evaluate whether the proposed collection of information is
necessary for the proper performance of the functions of the agency,
including whether the information will have practical utility;
2. Evaluate the accuracy of the agency's estimate of the burden of
the proposed collection of information, including the validity of the
methodology and assumptions used;
3. Enhance the quality, utility, and clarity of the information to
be collected; and
4. Minimize the burden of the collection of information on those
who are to respond, including through the use of appropriate automated,
electronic, mechanical, or other technological collection techniques or
other forms of information technology, e.g., permitting electronic
submissions of responses.
Analysis
Agency: Department of Homeland Security (DHS)/United States Secret
Service (USSS).
Title: Generic Information Collection: USSS Customer Satisfaction
Surveys.
OMB Number: 1620-NEW.
Frequency: On occasion.
Affected Public: Stakeholders/participants who engage with USSS
programs, investigations, and inspections; including, individuals/
households and Federal, State, and Local governments.
Number of Respondents: 160,000.
Estimated Time per Respondent: 2 Minutes.
Total Burden Hours: 5,333 Hours.
Frances Humphrey,
Information Technology Program Manager, Office of the Chief information
Officer.
[FR Doc. 2023-18829 Filed 8-30-23; 8:45 am]
BILLING CODE 9110-18-P
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