Submission for OMB Review; Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery, 26735 [2021-10334]

Agencies

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

[Federal Register Volume 86, Number 93 (Monday, May 17, 2021)]
[Notices]
[Page 26735]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2021-10334]


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DEPARTMENT OF HEALTH AND HUMAN SERVICES

Administration for Children and Families

[OMB No. 0970-0401]


Submission for OMB Review; Generic Clearance for the Collection 
of Qualitative Feedback on Agency Service Delivery

AGENCY: Administration for Children and Families, HHS.

ACTION: Request for public comment.

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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 30 days of publication. OMB must make a 
decision about the collection of information between 30 and 60 days 
after publication of this document in the Federal Register. Therefore, 
a comment is best assured of having its full effect if OMB receives it 
within 30 days of publication.

ADDRESSES: Written comments and recommendations for the proposed 
information collection should be sent within 30 days of publication of 
this notice to www.reginfo.gov/public/do/PRAMain. Find this particular 
information collection by selecting ``Currently under 30-day Review--
Open for Public Comments'' or by using the search function.

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 burden based on use over 
the past three years.

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                                                         Average total
                                         Total number      number of    Average burden hours per   Total burden
              Instrument                of respondents   responses per          response               hours
                                                          respondent
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Example instruments include:
    Customer Comment Card/Complaint
     Form
    Customer Satisfaction Survey
    Usability Testing (e.g., Website
     or Software)
    Small Discussion Group.
    Focus Group.                               175,000               1  Varies based on                   25,000
                                                                         instrument. Most
                                                                         requests fall between 5
                                                                         minutes and 1 hour.
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    Authority: Social Security Act, Sec. 1110. [42 U.S.C. 1310].

Mary B. Jones,
ACF/OPRE Certifying Officer.
[FR Doc. 2021-10334 Filed 5-14-21; 8:45 am]
BILLING CODE 4184-79-P