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, 15969 [2024-04650]

Agencies

• Agency for International Development

[Federal Register Volume 89, Number 45 (Wednesday, March 6, 2024)]
[Notices]
[Page 15969]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-04650]


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Federal Register / Vol. 89, No. 45 / Wednesday, March 6, 2024 / 
Notices

[[Page 15969]]



AGENCY FOR INTERNATIONAL DEVELOPMENT


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: U.S. Agency for International Development (USAID).

ACTION: Notice of information collection; request for comment.

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SUMMARY: In accordance with the Information Collection Review 
procedures of the Paperwork Reduction Act of 1995 (PRA), the United 
States Agency for International Development (USAID), is seeking comment 
on the proposed Generic Clearance for the Collection of Qualitative 
Customer Feedback on Agency Service Delivery. The Agency will use 
surveys and forms for routine customer feedback to collect, analyze, 
and interpret information gathered through this generic clearance to 
identify strengths and weaknesses of the current services, information, 
and to make improvements in customer service.

DATES: All comments should be submitted within 30 calendar days from 
the date of this 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.

FOR FURTHER INFORMATION CONTACT: Requests for additional information 
should be directed to Kelly Hamilton at 202-921-5016, 
[email protected].

SUPPLEMENTARY INFORMATION: Pursuant to the PRA, the Agency is 
publishing this Notice to inform the public that the Agency will submit 
this proposed collection to the Office of Management and Budget (OMB) 
for approval. The Agency previously published this proposed information 
collection in the Federal Register on October 31, 2023 (88 FR 74401) 
with a 60-day comment period. The proposed information collection 
activity provides a means to garner 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 Agency will collect, analyze, and interpret information 
gathered through this generic clearance to identify strengths and 
weaknesses of the current services, information, 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. 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 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;
     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 
remunerations for participants of focus groups and cognitive laboratory 
studies, personally identifiable information (PII) is collected only to 
the extent necessary and is not retained.
    As a general matter, information collections will not result in any 
new system of records containing privacy information and will not ask 
questions of a sensitive nature, such as sexual behavior and attitudes, 
religious beliefs, and other matters that are commonly considered 
private.
    The projected average annual burden estimates for the next three 
years are listed below. The burdens have been increased from the 60-day 
notice amounts due to internal agency discussions on expected needs.
    Estimated Annual Number of Respondents: 200,000.
    Responses per Respondent: 1.
    Annual Responses: 200,000.
    Average Minutes per Response: 15 minutes.
    Annual Burden Hours: 50,000 hours.
    Frequency: On occasion.

    Dated: February 29, 2024.
Taniesha D. Tolbert,
Supervisory Records Information Management Specialist, Bureau for 
Management, Office of Management Services, Information and Records 
Division.
[FR Doc. 2024-04650 Filed 3-5-24; 8:45 am]
BILLING CODE 6116-01-P