Notice2023-27123
Agency Information Collection Activities: Proposed Collection, Comment Request; Generic Clearance for FEMA's Collection of Feedback on Customer Satisfaction and Disaster Recovery
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
December 11, 2023
Issuing agencies
Homeland Security DepartmentFederal Emergency Management Agency
Abstract
The Federal Emergency Management Agency (FEMA), as part of its continuing effort to reduce paperwork and respondent burden, invites the general public to take this opportunity to comment on a new information collection. In accordance with the requirements of the Paperwork Reduction Act of 1995, this notice seeks comments concerning a generic clearance to collect feedback from applicants on service delivery and their subsequent disaster recovery.
Full Text
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<title>Federal Register, Volume 88 Issue 236 (Monday, December 11, 2023)</title>
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[Federal Register Volume 88, Number 236 (Monday, December 11, 2023)]
[Notices]
[Pages 85896-85897]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-27123]
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DEPARTMENT OF HOMELAND SECURITY
Federal Emergency Management Agency
[Docket ID: FEMA-2023-0033; OMB No. 1660-NW171]
Agency Information Collection Activities: Proposed Collection,
Comment Request; Generic Clearance for FEMA's Collection of Feedback on
Customer Satisfaction and Disaster Recovery
AGENCY: Federal Emergency Management Agency, Department of Homeland
Security.
ACTION: 60-Day notice of new collection and request for comments.
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SUMMARY: The Federal Emergency Management Agency (FEMA), as part of its
continuing effort to reduce paperwork and respondent burden, invites
the general public to take this opportunity to comment on a new
information collection. In accordance with the requirements of the
Paperwork Reduction Act of 1995, this notice seeks comments concerning
a generic clearance to collect feedback from applicants on service
delivery and their subsequent disaster recovery.
DATES: Comments must be submitted on or before February 9, 2024.
ADDRESSES: To avoid duplicate submissions to the docket, please submit
comments at <a href="http://www.regulations.gov">www.regulations.gov</a> under Docket ID FEMA-2023-0033. Follow
the instructions for submitting comments.
All submissions received must include the agency name and Docket
ID. Regardless of the method used to submitting comments or material,
all submissions will be posted, without change, to the Federal
eRulemaking Portal at <a href="http://www.regulations.gov">http://www.regulations.gov</a>, and will include any
personal information you provide. Therefore, submitting this
information makes it public. You may wisht to read the Privacy and
Security Notice that is available via a link on the homepage of
<a href="http://www.regulations.gov">www.regulations.gov</a>.
FOR FURTHER INFORMATION CONTACT: Kristin Brooks, Statistician, FEMA's
Recovery Reporting and Analytics Division, Customer Survey and Analysis
Section, at (202) 826-6291 or <a href="/cdn-cgi/l/email-protection#68231a011b1c0106462a1a0707031b280e0d0509460c001b460f071e"><span class="__cf_email__" data-cfemail="6c271e051f180502422e1e0303071f2c0a09010d4208041f420b031a">[email protected]</span></a>. You may
contact the Information Management Division for copies of the proposed
collection of information at email address: <a href="/cdn-cgi/l/email-protection#6b2d2e262a4622050d0419060a1f02040546280407070e081f0204051846260a050a0c0e060e051f2b0d0e060a450f0318450c041d"><span class="__cf_email__" data-cfemail="9bddded6dab6d2f5fdf4e9f6faeff2f4f5b6d8f4f7f7fef8eff2f4f5e8b6d6faf5fafcfef6fef5efdbfdfef6fab5fff3e8b5fcf4ed">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: Executive Order 12862, ``Setting Customer
Service
[[Page 85897]]
Standards,'' requires that all Federal Agencies implement customer
service standards and provide services to the public that matches or
exceeds the best service available in the private sector. To accomplish
this, Federal Agencies are required to survey customers to determine
the kind and quality of services they want and their level of
satisfaction with existing services.
The Government Performance and Results Act (GPRA) of 2010 also
requires quarterly performance assessments of Government programs for
purposes of assessing agency performance and improvement. One of the
primary goals of GPRA is to improve Federal program effectiveness and
public accountability by promoting a focus on results, service quality,
and customer satisfaction.
The Foundations for Evidence-Based Policymaking Act of 2018
(``Evidence Act'') supports that data collection and analysis are
important inputs to be used as evidence for prioritizing agency efforts
to support civic engagement, delivering on mission, service, and
stewardship objectives, and supporting decision-making.
FEMA seeks Office of Management and Budget (OMB) approval for a
generic clearance to collect feedback from applicants on service
delivery and their subsequent disaster recovery. The Agency has
numerous touchpoints with applicants through several specialized
customer-facing programs. The feedback collected from applicants may be
quantitative or qualitative in nature depending on the population of
interest, specific research questions, and the types of required
analysis.
Collection of Information
Title: Generic Clearance for FEMA's Collection of Feedback on
Customer Satisfaction and Disaster Recovery.
Type of Information Collection: New information collection.
OMB Number: 1660-NW171.
FEMA Forms: Not Applicable.
Abstract: Federal Agencies are required to survey their customers
to determine the kind and quality of services they want and their level
of satisfaction with those services. In order for the Agency to
maintain customer service standards, there must be continuous
assessment of service delivery throughout all phases of the customer
journey. The Agency will collect, analyze, and interpret information
gathered from this generic clearance to identify strengths and
weaknesses with program delivery.
Affected Public: Individuals and Households; State, Local or Tribal
Governments.
Estimated Number of Respondents: 389,770.
Estimated Number of Responses: 389,770.
Estimated Total Annual Burden Hours: 69,135.
Estimated Total Annual Respondent Cost: $3,015,890.
Estimated Respondents' Operation and Maintenance Costs: $0.
Estimated Respondents' Capital and Start-Up Costs: $0.
Estimated Total Annual Cost to the Federal Government: $2,769,361.
Comments
Comments may be submitted as indicated in the ADDRESSES caption
above. Comments are solicited to (a) evaluate whether the proposed data
collection is necessary for the proper performance of the Agency,
including whether the information shall have practical utility;
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; (c) enhance the quality, utility, and
clarity of the information to be collected; and (d) 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 submission of responses.
Millicent Brown Wilson,
Records Management Branch Chief, Office of the Chief Administrative
Officer, Mission Support, Federal Emergency Management Agency,
Department of Homeland Security.
[FR Doc. 2023-27123 Filed 12-8-23; 8:45 am]
BILLING CODE 9111-24-P
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