60-Day Notice of Proposed Information Collection: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery, 42966-42967 [2020-15286]

Download as PDF 42966 Federal Register / Vol. 85, No. 136 / Wednesday, July 15, 2020 / Notices underwriting, SBA has determined that a ceiling of $3,000 is reasonable for such services. The compensation paid for referral and/or packaging services must be paid by the CA Recovery Lender and may not be charged to the borrower. Any payment for referral and/or packaging must be reported by the CA Recovery Lender on SBA Form 159. Authority: 15 U.S.C. 636(a)(25); Coronavirus Aid, Relief, and Economic Security Act, Publ. L. 116–136, and 13 CFR 120.3. Dated: July 6, 2020. Jovita Carranza, Administrator. [FR Doc. 2020–14852 Filed 7–14–20; 8:45 am] BILLING CODE 8026–03–P f. Application of CARES Act Sec. 1112 Payments Under Section 1112 of the CARES Act, SBA will pay the principal, interest, and any ‘‘associated fees’’ that Borrowers owe on a covered loan in a regular servicing status to CA Lenders for a 6-month period. SBA issued two procedural notices to implement Section 1112: SBA Procedural Notice 5000–20020, effective April 16, 2020, and SBA Procedural Notice 5000– 20023, effective April 29, 2020. In SBA Procedural Notice 5000–20020, SBA defined ‘‘associated fees’’ to include the extraordinary servicing fee authorized by 13 CFR 120.221(b). For CA Recovery Loans, SBA ‘‘associated fees’’ will include the extraordinary servicing fee paid to the CA Recovery Lender for technical assistance as described above in paragraph d. SBA believes that the technical assistance provided by or on behalf of the CA Recovery Lender to the borrower on a CA Recovery Loan, which must be completed by the end of the first six months of the loan term, is similar to the services for which an extraordinary servicing fee is paid on other 7(a) loans under section 1112 of the CARES Act. All other provisions relating to Section 1112 payments apply to CA Recovery Loans as set forth in SBA Procedural Notices 5000–20020 and 5000–20023, and any applicable amendments or future notices. khammond on DSKJM1Z7X2PROD with NOTICES 4. General Information The changes in this document are limited to CA Recovery Loans made under the CA Pilot Program only; they do not apply to other CA loans. Except as provided in this document, all other CA Loan Program Requirements, including regulatory waivers or modifications related to the CA Pilot Program, also apply to CA Recovery Loans. SBA may provide additional guidance, through SBA notices, which may also be published on SBA’s website at https://www.sba.gov/category/lendernavigation/forms-notices-sops/notices. Questions regarding the CA Pilot Program may be directed to the Lender Relations Specialist in the local SBA district office. The local SBA district office may be found at https:// www.sba.gov/about-offices-list/2. VerDate Sep<11>2014 17:59 Jul 14, 2020 Jkt 250001 DEPARTMENT OF STATE [Public Notice: 11154] 60-Day Notice of Proposed Information Collection: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery Notice of request for public comment. ACTION: The Department of State is seeking Office of Management and Budget (OMB) approval for the information collection described below. In accordance with the Paperwork Reduction Act of 1995, we are requesting comments on this collection from all interested individuals and organizations. The purpose of this notice is to allow 60 days for public comment preceding submission of the collection to OMB. DATES: The Department will accept comments from the public up to September 14, 2020. ADDRESSES: You may submit comments by any of the following methods: • Web: Persons with access to the internet may comment on this notice by going to www.Regulations.gov. You can search for the document by entering ‘‘Docket Number: DOS–2020–0030’’ in the Search field. Then click the ‘‘Comment Now’’ button and complete the comment form. • Email: watkinspk@state.gov. You must include the DS form number (if applicable), information collection title, and the OMB control number in any correspondence. FOR FURTHER INFORMATION CONTACT: Direct requests for additional information regarding the collection listed in this notice, including requests for copies of the proposed collection instrument and supporting documents, to Pamela Watkins, Department of State, Office of Directives Management, who may be reached at watkinspk@state.gov or 202–485–2159. SUPPLEMENTARY INFORMATION: • Title of Information Collection: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery SUMMARY: PO 00000 Frm 00148 Fmt 4703 Sfmt 4703 • OMB Control Number: 1405–0193 • Type of Request: Extension of a Currently Approved Collection • Originating Office: Office of Directives Management, A/GIS/DIR • Form Number: Various public surveys • Respondents: Individuals responding to Department of State customer service evaluation requests • Estimated Number of Respondents: 1,000,000 • Estimated Number of Responses: 1,000,000 • Average Time per Response: 3.5 minutes • Total Estimated Burden Time: 58,333 annual hours • Frequency: Once per request • Obligation to Respond: Voluntary We are soliciting public comments to permit the Department to: • Evaluate whether the proposed information collection is necessary for the proper functions of the Department. • Evaluate the accuracy of our estimate of the time and cost burden for this proposed collection, including the validity of the methodology and assumptions used. • Enhance the quality, utility, and clarity of the information to be collected. • Minimize the reporting burden on those who are to respond, including the use of automated collection techniques or other forms of information technology. Please note that comments submitted in response to this Notice are public record. Before including any detailed personal information, you should be aware that your comments as submitted, including your personal information, will be available for public review. Abstract of Proposed Collection The information collection activity will garner qualitative customer feedback in an efficient, timely manner, in accordance with the Administration’s commitment to improving service delivery. This qualitative feedback will provide insights into customer 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. It will also allow feedback to contribute directly to the improvement of program management. Feedback collected under this generic clearance will provide useful information, but it will not yield data that can be used for quantitative E:\FR\FM\15JYN1.SGM 15JYN1 Federal Register / Vol. 85, No. 136 / Wednesday, July 15, 2020 / Notices information collections that are designed to yield reliably actionable results, such as monitoring trends over time or documenting program performance. Such data uses require more rigorous designs that address: The target population to which generalizations will be made, the sampling frame, the sample design (including stratification and clustering), the precision requirements or power calculations that justify the proposed sample size, the expected response rate, methods for assessing potential nonresponse bias, the protocols for data collection, and any testing procedures that were or will be undertaken prior fielding the study. Depending on the degree of influence the results are likely to have, such collections may still be eligible for submission for other generic mechanisms that are designed to yield quantitative results. Methodology Respondents will fill out a brief customer survey after completing their interaction with a Department Program Office or Embassy. Surveys are designed to gather feedback on the customer’s experiences. Zachary Parker, Director. [FR Doc. 2020–15286 Filed 7–14–20; 8:45 am] BILLING CODE 4710–24–P DEPARTMENT OF STATE [Public Notice 11150] 60-Day Notice of Proposed Information Collection: Improving Customer Experience (OMB Circular A–11, Section 280 Implementation) ACTION: Notice; request for comment. The Department of State as part of its continuing effort to reduce paperwork and respondent burden, is announcing an opportunity for public comment on a new proposed collection of information by the Agency. Under the Paperwork Reduction Act of 1995 (PRA), Federal Agencies are required to publish notice in the Federal Register concerning each proposed collection of information, and to allow 60 days for public comment in response to the notice. This notice solicits comments on new collection proposed by the Agency. DATES: The Department will accept comments from the public up to September 14, 2020. ADDRESSES: You may submit comments by any of the following methods: • Web: Persons with access to the internet may comment on this notice by khammond on DSKJM1Z7X2PROD with NOTICES SUMMARY: VerDate Sep<11>2014 17:59 Jul 14, 2020 Jkt 250001 going to www.Regulations.gov. You can search for the document by entering ‘‘Docket Number: DOS–2020–0029’’ in the Search field. Then click the ‘‘Comment Now’’ button and complete the comment form. • Email: watkinspk@state.gov. You must include the DS form number (if applicable), information collection title, and the OMB control number in any correspondence. FOR FURTHER INFORMATION CONTACT: Requests for additional information should be directed to Pamela Watkins, who may be reached on 202–485–2159 or at watkinspk@state.gov. SUPPLEMENTARY INFORMATION: A. Purpose Under the PRA (44 U.S.C. 3501– 3520), Federal Agencies must obtain approval from the Office of Management and Budget (OMB) for each collection of information they conduct or sponsor. ‘‘Collection of information’’ is defined in 44 U.S.C. 3502(3) and 5 CFR 1320.3(c) and includes Agency requests or requirements that members of the public submit reports, keep records, or provide information to a third party. Section 3506(c)(2)(A) of the PRA requires Federal Agencies to provide a 60-day notice in the Federal Register concerning each proposed collection of information, including each proposed extension of an existing collection of information, before submitting the collection to OMB for approval. To comply with this requirement, GSA is publishing notice of the proposed collection of information set forth in this document. Whether seeking a loan, Social Security benefits, veteran’s benefits, or other services provided by the Federal Government, individuals and businesses expect Government customer services to be efficient and intuitive, just like services from leading private-sector organizations. Yet the 2016 American Consumer Satisfaction Index and the 2017 Forrester Federal Customer Experience Index show that, on average, Government services lag nine percentage points behind the private sector. A modern, streamlined and responsive customer experience means: Raising government-wide customer experience to the average of the private sector service industry; developing indicators for high-impact Federal programs to monitor progress towards excellent customer experience and mature digital services; and providing the structure (including increasing transparency) and resources to ensure customer experience is a focal point for PO 00000 Frm 00149 Fmt 4703 Sfmt 4703 42967 agency leadership. To support this, OMB Circular A–11 Section 280 established government-wide standards for mature customer experience organizations in government and measurement. To enable Federal programs to deliver the experience taxpayers deserve, they must undertake three general categories of activities: Conduct ongoing customer research, gather and share customer feedback, and test services and digital products. These data collection efforts may be either qualitative or quantitative in nature or may consist of mixed methods. Additionally, data may be collected via a variety of means, including but not limited to electronic or social media, direct or indirect observation (i.e., in person, video and audio collections), interviews, questionnaires, surveys, and focus groups. The Department of State will limit its inquiries to data collections that solicit strictly voluntary opinions or responses. Steps will be taken to ensure anonymity of respondents in each activity covered by this request. The results of the data collected will be used to improve the delivery of Federal services and programs. It will include the creation of personas, customer journey maps, and reports and summaries of customer feedback data and user insights. It will also provide government-wide data on customer experience that can be displayed on performance.gov to help build transparency and accountability of Federal programs to the customers they serve. Method of Collection The Department of State will collect this information by electronic means when possible, as well as by mail, fax, telephone, technical discussions, and in-person interviews. The Department of State may also utilize observational techniques to collect this information. Data: Form Number(s): None. Type of Review: New. B. Annual Reporting Burden Affected Public: Collections will be 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. For the purposes of this request, ‘‘customers’’ are individuals, businesses, and organizations that interact with a Federal Government agency or program, either directly or via a Federal contractor. This could include individuals or households; businesses or other for-profit organizations; not-forprofit institutions; State, local or tribal E:\FR\FM\15JYN1.SGM 15JYN1

Agencies

DEPARTMENT OF STATE

[Federal Register Volume 85, Number 136 (Wednesday, July 15, 2020)]
[Notices]
[Pages 42966-42967]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-15286]


=======================================================================
-----------------------------------------------------------------------

DEPARTMENT OF STATE

[Public Notice: 11154]


60-Day Notice of Proposed Information Collection: Generic 
Clearance for the Collection of Qualitative Feedback on Agency Service 
Delivery

ACTION: Notice of request for public comment.

-----------------------------------------------------------------------

SUMMARY: The Department of State is seeking Office of Management and 
Budget (OMB) approval for the information collection described below. 
In accordance with the Paperwork Reduction Act of 1995, we are 
requesting comments on this collection from all interested individuals 
and organizations. The purpose of this notice is to allow 60 days for 
public comment preceding submission of the collection to OMB.

DATES: The Department will accept comments from the public up to 
September 14, 2020.

ADDRESSES: You may submit comments by any of the following methods:
     Web: Persons with access to the internet may comment on 
this notice by going to www.Regulations.gov. You can search for the 
document by entering ``Docket Number: DOS-2020-0030'' in the Search 
field. Then click the ``Comment Now'' button and complete the comment 
form.
     Email: [email protected].
    You must include the DS form number (if applicable), information 
collection title, and the OMB control number in any correspondence.

FOR FURTHER INFORMATION CONTACT: Direct requests for additional 
information regarding the collection listed in this notice, including 
requests for copies of the proposed collection instrument and 
supporting documents, to Pamela Watkins, Department of State, Office of 
Directives Management, who may be reached at [email protected] or 
202-485-2159.

SUPPLEMENTARY INFORMATION:
 Title of Information Collection: Generic Clearance for the 
Collection of Qualitative Feedback on Agency Service Delivery
 OMB Control Number: 1405-0193
 Type of Request: Extension of a Currently Approved Collection
 Originating Office: Office of Directives Management, A/GIS/DIR
 Form Number: Various public surveys
 Respondents: Individuals responding to Department of State 
customer service evaluation requests
 Estimated Number of Respondents: 1,000,000
 Estimated Number of Responses: 1,000,000
 Average Time per Response: 3.5 minutes
 Total Estimated Burden Time: 58,333 annual hours
 Frequency: Once per request
 Obligation to Respond: Voluntary

    We are soliciting public comments to permit the Department to:
     Evaluate whether the proposed information collection is 
necessary for the proper functions of the Department.
     Evaluate the accuracy of our estimate of the time and cost 
burden for this proposed collection, including the validity of the 
methodology and assumptions used.
     Enhance the quality, utility, and clarity of the 
information to be collected.
     Minimize the reporting burden on those who are to respond, 
including the use of automated collection techniques or other forms of 
information technology.
    Please note that comments submitted in response to this Notice are 
public record. Before including any detailed personal information, you 
should be aware that your comments as submitted, including your 
personal information, will be available for public review.

Abstract of Proposed Collection

    The information collection activity will garner qualitative 
customer feedback in an efficient, timely manner, in accordance with 
the Administration's commitment to improving service delivery. This 
qualitative feedback will provide insights into customer 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. It will also allow 
feedback to contribute directly to the improvement of program 
management.
    Feedback collected under this generic clearance will provide useful 
information, but it will not yield data that can be used for 
quantitative

[[Page 42967]]

information collections that are designed to yield reliably actionable 
results, such as monitoring trends over time or documenting program 
performance. Such data uses require more rigorous designs that address: 
The target population to which generalizations will be made, the 
sampling frame, the sample design (including stratification and 
clustering), the precision requirements or power calculations that 
justify the proposed sample size, the expected response rate, methods 
for assessing potential non-response bias, the protocols for data 
collection, and any testing procedures that were or will be undertaken 
prior fielding the study. Depending on the degree of influence the 
results are likely to have, such collections may still be eligible for 
submission for other generic mechanisms that are designed to yield 
quantitative results.

Methodology

    Respondents will fill out a brief customer survey after completing 
their interaction with a Department Program Office or Embassy. Surveys 
are designed to gather feedback on the customer's experiences.

Zachary Parker,
Director.
[FR Doc. 2020-15286 Filed 7-14-20; 8:45 am]
BILLING CODE 4710-24-P

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