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, 51524 [2019-21192]

Agencies

• Corporation for National and Community Service

[Federal Register Volume 84, Number 189 (Monday, September 30, 2019)]
[Notices]
[Page 51524]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2019-21192]



[[Page 51524]]

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CORPORATION FOR NATIONAL AND COMMUNITY SERVICE


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: Corporation for National and Community Service (CNCS).

ACTION: Notice of information collection; request for comment.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, CNCS 
is proposing to renew an information collection.

DATES: Written comments must be submitted to the individual and office 
listed in the ADDRESSES section by November 29, 2019.

ADDRESSES: You may submit comments, identified by the title of the 
information collection activity, by any of the following methods:
    (1) By mail sent to: Corporation for National and Community 
Service; Attention Amy Borgstrom; 250 E Street SW, Washington, DC 
20525.
    (2) By hand delivery or by courier to the CNCS mailroom at the 
address above between 9:00 a.m. and 4:00 p.m. Eastern Time, Monday 
through Friday, except federal holidays.
    (3) Electronically through www.regulations.gov.
    Comments submitted in response to this Notice will be made 
available to the public through www.regulations.gov. For this reason, 
please do not include in your comments information of a confidential 
nature, such as sensitive personal information or proprietary 
information. If you send an email comment, your email address will be 
automatically captured and included as part of the comment that is 
placed in the public docket and made available on the internet. Please 
note that responses to this public comment request containing any 
routine notice about the confidentiality of the communication will be 
treated as public comments that may be made available to the public 
notwithstanding the inclusion of the routine notice.

FOR FURTHER INFORMATION CONTACT: Amy Borgstrom by email at 
[email protected] or by phone at 202-606-6930.

SUPPLEMENTARY INFORMATION: 
    Title of Collection: Generic Clearance for the Collection of 
Qualitative Feedback on Agency Service Delivery.
    OMB Control Number: 3045-0137. Type of Review: Renewal.
    Respondents/Affected Public: Individuals and Households.
    Total Estimated Number of Annual Responses: 15,000.
    Total Estimated Number of Annual Burden Hours: 2,500.
    Abstract: The proposed information collection activity provides a 
means to elicit 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 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.
    CNCS will only submit a collection for approval under this generic 
clearance if the collection is:
     Voluntary;
     Low-burden for respondents (based on considerations of 
total burden hours, total number of respondents, or burden-hours per 
respondent) and low-cost for both the respondents and the federal 
government;
     Non-controversial and does not raise issues of concern to 
other federal agencies;
     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;
     Not collecting personally-identifiable information (PII) 
except to the extent necessary and that is not retained;
     Used only internally for general service improvement and 
program management purposes and is not intended for release outside of 
the agency;
     Not used for the purpose of substantially informing 
influential policy decisions;
     Focused on 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.
    Comments submitted in response to this notice will be summarized 
and/or included in the request for OMB approval. Comments are invited 
on: (a) Whether the collection of information is necessary for the 
proper performance of the functions of the agency, including whether 
the information shall have practical utility; (b) the accuracy of the 
agency's estimate of the burden of the collection of information; (c) 
ways to enhance the quality, utility, and clarity of the information to 
be collected; (d) ways to minimize the burden of the collection of 
information on respondents, including through the use of automated 
collection techniques or other forms of information technology; and (e) 
estimates of capital or start-up costs and costs of operation, 
maintenance, and purchase of services to provide information. Burden 
means the total time, effort, or financial resources expended by 
persons to generate, maintain, retain, disclose or provide information 
to or for a federal agency. This includes the time needed to review 
instructions; to develop, acquire, install, and utilize technology and 
systems for the purpose of collecting, validating and verifying 
information, processing and maintaining information, and disclosing and 
providing information; to train personnel and to be able to respond to 
a collection of information, to search data sources, to complete and 
review the collection of information; and to transmit or otherwise 
disclose the information. All written comments will be available for 
public inspection on regulations.gov.

    Dated: September 25, 2019.
Amy Borgstrom,
Associate Director of Policy.
[FR Doc. 2019-21192 Filed 9-27-19; 8:45 am]
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