Notice2024-30258
Agency Information Collection Activities: Submission to the Office of Management and Budget for Review and Approval; Comment Request; Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
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 19, 2024
Issuing agencies
Agency for International Development
Abstract
In accordance with the Information Collection Review procedures of the Paperwork Reduction Act of 1995 (PRA), the United States Agency for International Development (USAID), is seeking comment on the proposed Generic Clearance for the Collection of Qualitative Customer Feedback on Agency Service Delivery. The Agency will use surveys and forms for routine customer feedback to collect, analyze, and interpret information gathered through this generic clearance to identify strengths and weaknesses of the current services, information, and to make improvements in customer service.
Full Text
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<title>Federal Register, Volume 89 Issue 244 (Thursday, December 19, 2024)</title>
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[Federal Register Volume 89, Number 244 (Thursday, December 19, 2024)]
[Notices]
[Pages 103764-103765]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-30258]
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AGENCY FOR INTERNATIONAL DEVELOPMENT
Agency Information Collection Activities: Submission to the
Office of Management and Budget for Review and Approval; Comment
Request; Generic Clearance for the Collection of Qualitative Feedback
on Agency Service Delivery
AGENCY: U.S. Agency for International Development (USAID).
ACTION: Notice of information collection; request for comment.
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SUMMARY: In accordance with the Information Collection Review
procedures of the Paperwork Reduction Act of 1995 (PRA), the United
States Agency for International Development (USAID), is seeking comment
on the proposed Generic Clearance for the Collection of Qualitative
Customer Feedback on Agency Service Delivery. The Agency will use
surveys and forms for routine customer feedback to collect, analyze,
and interpret information gathered through this generic clearance to
identify strengths and weaknesses of the current services, information,
and to make improvements in customer service.
DATES: All comments should be submitted within 30 calendar days from
the date of this publication.
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
should be directed to Kelly Hamilton at 202-921-5016,
<a href="/cdn-cgi/l/email-protection#3f565c4d4b5a5e527f4a4c5e565b11585049"><span class="__cf_email__" data-cfemail="442d273630212529043137252d206a232b32">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: Pursuant to the PRA, the Agency is
publishing this Notice to inform the public that the Agency will submit
this proposed collection to the Office of Management and Budget (OMB)
for approval. The Agency previously published this proposed information
collection in the Federal Register on October 31, 2023 (88 FR 74401)
with a 60-day comment period. The proposed information collection
activity provides a means to
[[Page 103765]]
garner qualitative customer and stakeholder feedback in an efficient,
timely manner. 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 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 the Agency and its customers and stakeholders.
It will also allow feedback to contribute directly to the improvement
of program management.
The Agency will collect, analyze, and interpret information
gathered through this generic clearance to identify strengths and
weaknesses of the current services, information, 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.
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;
<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
remunerations for participants of focus groups and cognitive laboratory
studies, personally identifiable information (PII) is collected only to
the extent necessary and is not retained.
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 projected average annual burden estimates for the next three
years are listed below. The burdens have been increased from the 60-day
notice amounts due to internal agency discussions on expected needs.
Estimated Annual Number of Respondents: 200,000.
Responses per Respondent: 1.
Annual Responses: 200,000.
Average Minutes per Response: 15 minutes.
Annual Burden Hours: 50,000 hours.
Frequency: On occasion.
Dated: December 16, 2024.
Taniesha D. Tolbert,
Supervisory Records Information Management Specialist, Bureau for
Management, Office of Management Services, Information and Records
Division.
[FR Doc. 2024-30258 Filed 12-18-24; 8:45 am]
BILLING CODE 6116-01-P
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