Notice2024-06623
Agency Information Collection Activities: Submission for OMB Review, 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
March 28, 2024
Issuing agencies
Homeland Security DepartmentFederal Emergency Management Agency
Abstract
The Federal Emergency Management Agency (FEMA) will submit the information collection abstracted below to the Office of Management and Budget for review and clearance in accordance with the requirements of the Paperwork Reduction Act of 1995. FEMA 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 89 Issue 61 (Thursday, March 28, 2024)</title>
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[Federal Register Volume 89, Number 61 (Thursday, March 28, 2024)]
[Notices]
[Pages 21530-21531]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-06623]
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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: Submission for OMB
Review, 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: 30-Day notice of new collection and request for comments.
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SUMMARY: The Federal Emergency Management Agency (FEMA) will submit the
information collection abstracted below to the Office of Management and
Budget for review and clearance in accordance with the requirements of
the Paperwork Reduction Act of 1995. FEMA 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 April 29, 2024.
ADDRESSES: Written comments and recommendations for the proposed
information collection should be sent within 30 days of publication of
this notice to <a href="http://www.reginfo.gov/public/do/PRAMain">www.reginfo.gov/public/do/PRAMain</a>. Find this particular
information collection by selecting ``Currently under 30-day Review--
Open for Public Comments'' or by using the search function.
FOR FURTHER INFORMATION CONTACT: Requests for additional information or
copies of the information collection should be made to Director,
Information Management Division, 500 C Street SW, Washington, DC 20472,
email address FEMA-Information-Collections-
[[Page 21531]]
<a href="/cdn-cgi/l/email-protection" class="__cf_email__" data-cfemail="d19cb0bfb0b6b4bcb4bfa591b7b4bcb0ffb5b9a2ffb6bea7">[email protected]</a> or 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#2368514a50574a4d0d61514c4c48506345464e420d474b500d444c55"><span class="__cf_email__" data-cfemail="256e574c56514c4b0b67574a4a4e5665434048440b414d560b424a53">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: Executive Order 12862, ``Setting Customer
Service Standards,'' requires that all Federal Agencies implement
customer service standards and provide service 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.
This proposed information collection previously published in the
Federal Register on December 11, 2023, at 88 FR 85896 with a 60-day
public comment period. FEMA received one public comment stating that
the creation of this generic collection was counterintuitive to the
purpose of the Paperwork Reduction Act of 1995. Executive Order 12862,
``Setting Customer Service Standards,'' requires that all Federal
Agencies implement customer service standards and provide service 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 GPRA
also requires quarterly performance assessments of Government programs
for purposes of assessing agency performance and improvement.
FEMA currently administers several customer satisfaction surveys to
meet government standards. The goal of this submission is to
consolidate customer satisfaction surveys under one clearance to
streamline the approval process--not to add surveys or increase burden.
A generic clearance will allow FEMA to be more flexible in revising
surveys when questions become outdated or irrelevant, which will
ultimately minimize burden on the end-user. Survey participation is
completely voluntary.
The purpose of this notice is to notify the public that FEMA will
submit the information collection abstracted below to the Office of
Management and Budget for review and clearance.
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: $2,886,676.
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; (b)
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. 2024-06623 Filed 3-27-24; 8:45 am]
BILLING CODE 9111-24-P
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