Agency Information Collection Activities: Generic Information Collection: USSS Customer Satisfaction Surveys, 37555-37556 [2023-12204]

Agencies

• DEPARTMENT OF HOMELAND SECURITY
• Secret Service

[Federal Register Volume 88, Number 110 (Thursday, June 8, 2023)]
[Notices]
[Pages 37555-37556]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-12204]


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DEPARTMENT OF HOMELAND SECURITY

Secret Service

[Docket Number DHS-2023-0017]


Agency Information Collection Activities: Generic Information 
Collection: USSS Customer Satisfaction Surveys

AGENCY: Department of Homeland Security (DHS).

ACTION: 60-Day notice and request for comments.

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SUMMARY: The Department of Homeland Security will submit the following 
Information Collection Request (ICR) to the Office of Management and 
Budget (OMB) for review and clearance in accordance with the Paperwork 
Reduction Act of 1995.

DATES: Comments are encouraged and will be accepted until August 7, 
2023. This process is conducted in accordance with 5 CFR 1320.1

ADDRESSES: You may submit comments, identified by docket number Docket 
# DHS-2023- 0017, at:
    [cir] Federal eRulemaking Portal: https://www.regulations.gov. 
Please follow the instructions for submitting comments.
    Instructions: All submissions received must include the agency name 
and docket number Docket # DHS-2023-0017. All comments received will be 
posted without change to https://www.regulations.gov, including any 
personal information provided.
    Docket: For access to the docket to read background documents or 
comments received, go to https://www.regulations.gov.

SUPPLEMENTARY INFORMATION: Executive Order 12862 directs Federal 
agencies to provide service to the public that matches or exceeds the 
best service available in the private sector. In order to work 
continuously to ensure that our programs are effective and meet our 
customers' needs, the Department of Homeland Security (hereafter ``the 
Agency'') seeks to obtain OMB approval of a generic clearance to 
collect qualitative feedback on our service delivery. 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 collection of information is necessary to enable the Agency 
to garner customer and stakeholder feedback in an efficient, timely 
manner, in accordance with our commitment to improving service 
delivery. The information collected from our customers and stakeholders 
will help ensure that users have an effective, efficient, and 
satisfying experience with the Agency's programs. 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. Improving agency programs requires ongoing 
assessment of service delivery, by which we mean systematic review of 
the operation of a program compared to a set of explicit or implicit 
standards, as a means of contributing to the continuous improvement of 
the program.
    The Agency will collect, analyze, and interpret information 
gathered through this generic clearance to identify strengths and 
weaknesses of current services 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. If 
this information is not collected, vital feedback from customers and 
stakeholders on the Agency's services will be unavailable. The Agency 
will only submit a collection for approval under this generic clearance 
if it meets the following conditions:
     Information gathered will be used only internally for 
general service

[[Page 37556]]

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);
     Information gathered will not be used for the purpose of 
substantially informing influential policy decisions 1;
     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;
     The collections are voluntary;
     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;
     The collections are non-controversial and do not raise 
issues of concern to other Federal agencies;
     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
     With the exception of information needed to provide 
renumeration for participants of focus groups and cognitive laboratory 
studies, personally identifiable information (PII) is collected only to 
the extent necessary and is not retained.
    If these conditions are not met, the Agency will submit an 
information collection request to OMB for approval through the normal 
PRA process. To obtain approval for a collection that meets the 
conditions of this generic clearance, a standardized form will be 
submitted to OMB along with supporting documentation (e.g., a copy of 
the comment card). The submission will have automatic approval, unless 
OMB identifies issues within 5 business days. The types of collections 
that this generic clearance covers include, but are not limited to:

 Customer comment cards/complaint forms
 Small discussion groups
 Focus Groups of customers, potential customers, delivery 
partners, or other stakeholders
 Cognitive laboratory studies, such as those used to refine 
questions or assess usability of a website;
 Qualitative customer satisfaction surveys (e.g., post-
transaction surveys; opt-out web surveys)
 In-person observation testing (e.g., website or software 
usability tests)

    The Agency has established a manager/managing entity to serve for 
this generic clearance and will conduct an independent review of each 
information collection to ensure compliance with the terms of this 
clearance prior to submitting each collection to OMB. If appropriate, 
agencies will collect information electronically and/or use online 
collaboration tools to reduce burden.
    Small business or other small entities may be involved in these 
efforts but the Agency will minimize the burden on them of information 
collections approved under this clearance by sampling, asking for 
readily available information, and using short, easy-to-complete 
information collection instruments. Without these types of feedback, 
the Agency will not have timely information to adjust its services to 
meet customer needs. If a confidentiality pledge is deemed useful and 
feasible, the Agency will only include a pledge of confidentiality that 
is supported by authority established in statute or regulation, that is 
supported by disclosure and data security policies that are consistent 
with the pledge, and that does not unnecessarily impede sharing of data 
with other agencies for compatible confidential use. If the agency 
includes a pledge of confidentiality, it will include a citation for 
the statute or regulation supporting the pledge. This is a new 
collection.
    The Office of Management and Budget is particularly interested in 
comments which:
    1. Evaluate whether the proposed collection of information is 
necessary for the proper performance of the functions of the agency, 
including whether the information will have practical utility;
    2. Evaluate the accuracy of the agency's estimate of the burden of 
the proposed collection of information, including the validity of the 
methodology and assumptions used;
    3. Enhance the quality, utility, and clarity of the information to 
be collected; and
    4. Minimize the burden of the collection of information on those 
who are to respond, including through the use of appropriate automated, 
electronic, mechanical, or other technological collection techniques or 
other forms of information technology, e.g., permitting electronic 
submissions of responses.

Analysis

    Agency: Department of Homeland Security (DHS)/United States Secret 
Service (USSS).
    Title: Generic Information Collection: USSS Customer Satisfaction 
Surveys.
    OMB Number: 1620-NEW.
    Frequency: On Occasion.
    Affected Public: Stakeholders/participants who engage with USSS 
programs, investigations, and inspections; including, individuals/
households and Federal, State, and Local governments.
    Number of Respondents: 160,000.
    Estimated Time per Respondent: 2 Minutes.
    Total Burden Hours: 5,333 Hours.

Frances Humphrey,
Information Technology Program Manager, Office of the Chief information 
Officer.
[FR Doc. 2023-12204 Filed 6-7-23; 8:45 am]
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