Proposed Information Collection Activity; Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery (OMB #0970-0401), 75020 [2020-25978]

Agencies

• DEPARTMENT OF HEALTH AND HUMAN SERVICES
• Administration for Children and Families

[Federal Register Volume 85, Number 227 (Tuesday, November 24, 2020)]
[Notices]
[Page 75020]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-25978]


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

DEPARTMENT OF HEALTH AND HUMAN SERVICES

Administration for Children and Families


Proposed Information Collection Activity; Generic Clearance for 
the Collection of Qualitative Feedback on Agency Service Delivery (OMB 
#0970-0401)

AGENCY: Administration for Children and Families, HHS.

ACTION: Request for Public Comment.

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

SUMMARY: The Administration for Children and Families (ACF) proposes to 
extend data collection under the existing overarching Generic Clearance 
for the Collection of Qualitative Feedback on Agency Service Delivery 
(OMB #0970-0401). There are no changes to the proposed types of 
information collection or uses of data, but ACF is requesting an 
increase to the estimated number of respondents.

DATES: Comments due within 60 days of publication. In compliance with 
the requirements of Section 3506(c)(2)(A) of the Paperwork Reduction 
Act of 1995, ACF is soliciting public comment on the specific aspects 
of the information collection described above.

ADDRESSES: Copies of the proposed collection of information can be 
obtained and comments may be forwarded by emailing 
[email protected]. Alternatively, copies can also be obtained 
by writing to the Administration for Children and Families, Office of 
Planning, Research, and Evaluation (OPRE), 330 C Street SW, Washington, 
DC 20201, Attn: ACF Reports Clearance Officer. All requests, emailed or 
written, should be identified by the title of the information 
collection.

SUPPLEMENTARY INFORMATION: 
    Description: Executive Order 12862 directs federal agencies to 
provide service to the public that matches or exceeds the best service 
available in the private sector. As outlined in Memorandum M-11-26, the 
Office of Management and Budget (OMB) worked with agencies to create a 
Fast Track Process to allow agencies to obtain timely feedback on 
service delivery while ensuring that the information collected is 
useful and minimally burdensome for the public, as required by the 
Paperwork Reduction Act of 1995. ACF created this generic clearance in 
response to this effort by OMB.
    In order to work continuously to ensure that the ACF programs are 
effective and meet our customers' needs, we use this Fast Track generic 
clearance process to collect qualitative feedback on our service 
delivery. This collection of information is necessary to enable ACF to 
garner customer and stakeholder feedback in an efficient, timely manner 
in accord with our commitment to improving service delivery. The 
information collected from our customers and stakeholders helps ensure 
that users have an effective, efficient, and satisfying experience with 
the programs. This feedback provides insights into customer or 
stakeholder perceptions, experiences, and expectations; provides 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 allow for ongoing, 
collaborative, and actionable communications between ACF and its 
customers and stakeholders. They also allow feedback to contribute 
directly to the improvement of program management.
    Per Memorandum M-11-26, information collection requests submitted 
under this Fast Track generic will be considered approved unless OMB 
notifies ACF otherwise within 5 days.
    Respondents: ACF program participants, potential program 
participants, stakeholders, and other customers.

Annual Burden Estimates

    Based on the use of this generic clearance over the past 3 years, 
ACF is requesting an increase to the estimated number of respondents 
from 10,000 to 12,500.

----------------------------------------------------------------------------------------------------------------
                                                               Total number of   Average burden
                 Instrument                  Total number of    responses per      hours per       Total burden
                                               respondents       respondent         response          hours
----------------------------------------------------------------------------------------------------------------
Example instruments include:
    Customer Comment Card/Complaint Form...          12,500                 1               .5            6,250
    Customer Satisfaction Survey
    Usability Testing (e.g., Website or
     Software)
    Small Discussion Group
    Focus Group
----------------------------------------------------------------------------------------------------------------

    Estimated Total Annual Burden Hours: 12,500.
    Comments: The Department specifically requests comments on (a) 
whether the proposed 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 proposed collection of 
information; (c) the quality, utility, and clarity of the information 
to be collected; and (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. 
Consideration will be given to comments and suggestions submitted 
within 60 days of this publication.

    Authority: Social Security Act, Sec. 1110. [42 U.S.C. 1310].

Mary B. Jones,
ACF/OPRE Certifying Officer.
[FR Doc. 2020-25978 Filed 11-23-20; 8:45 am]
BILLING CODE 4184-79-P