Submission for Review: Generic Clearance for Collection of Feedback on Agency Service Delivery, 102171 [2024-29594]

Agencies

• Office of Personnel Management

[Federal Register Volume 89, Number 242 (Tuesday, December 17, 2024)]
[Notices]
[Page 102171]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2024-29594]



[[Page 102171]]

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OFFICE OF PERSONNEL MANAGEMENT


Submission for Review: Generic Clearance for Collection of 
Feedback on Agency Service Delivery

AGENCY: Office of Personnel Management.

ACTION: 60-Day notice of proposed collection and request for comments.

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SUMMARY: The Office of Personnel Management (OPM) offers the general 
public and other Federal agencies the opportunity to comment on a 
proposed collection of information by the Agency. This process is 
conducted as part of OPM's effort to streamline the process to collect 
feedback from the public to support ongoing customer experience 
improvement efforts. OPM will seek feedback from users or possible 
users of OPM's various customer services.

DATES: Comments are encouraged and will be accepted until February 18, 
2025.

ADDRESSES: Interested persons are invited to submit written comments on 
the proposed information collection by one of the following means:
    Federal Rulemaking Portal: https://www.regulations.gov All 
submissions received must include the agency name and docket number for 
this Federal Register document. The general policy for comments and 
other submissions from members of the public is to make these 
submissions available for public viewing on the internet at https://www.regulations.gov as they are received without change, including any 
personal identifiers or contact information.

FOR FURTHER INFORMATION CONTACT: A copy of this information collection 
request, with applicable supporting documentation, may be obtained by 
contacting the Office of the Chief Financial Officer, Office of 
Personnel Management, 1900 E Street NW, Washington, DC 20415, 
Attention: Megan Kays, via phone at 202-606-1918 or via electronic mail 
to [email protected].

SUPPLEMENTARY INFORMATION: Under the Paperwork Reduction Act (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.
    The proposed information collections will seek customer and 
stakeholder feedback in an efficient manner to enable continued, timely 
customer experience improvements. This feedback will provide insights 
into customer and/or stakeholder experiences, expectations, and 
perceptions of interactions with OPM services. The feedback will also 
serve to highlight areas that may require immediate changes. These 
collections will streamline OPM's customer experience improvement 
efforts by allowing for ongoing, actionable communication between OPM 
and its customers. If this information is not collected, timely, vital 
feedback will continue to be very difficult to obtain and will impact 
the success of OPM's ongoing customer service improvements.
    These data collection efforts will solicit feedback on a variety of 
focus areas for OPM's customer services, including topics such as, 
accuracy, ease of access/use of a particular service mechanism, 
understanding and success of utilizing a tool or service provided by 
OPM, effectiveness, efficiency of services accessed, and whether or not 
a service met expectations. Responses will be analyzed to inform 
quality improvements or to maintain high-quality, effective services.
    Collections may be either qualitative or quantitative in nature. 
Collections will provide information on perceptions and opinions but 
will not collect information that will yield quantitative results that 
can be generalized to the population of study. Additionally, data may 
be collected via a variety of means, including but not limited to, 
questionnaires, surveys, interviews, and focus groups. OPM will collect 
this information by electronic means when possible, as well as by mail 
and telephone. OPM 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. As a general matter, information collections under this 
clearance will not result in any new system of records containing 
privacy information.
    Types of collections included in this generic clearance include, 
but are not limited to,

--Program/event/training surveys;
--Focus groups or interviews with customers, potential customers, or 
OPM partners;
--Call center surveys;
--Post-transaction satisfaction surveys;
--Collection of test and pilot data; and
--Web-based opt-in and opt-out pop-up surveys.

OPM will submit collections for approval under this generic clearance 
only if the collections meet the following conditions:

--The collections are voluntary;
--The collections are low-burden (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;
--Personally identifiable information (PII) is collected only to the 
extent necessary and is not retained;
--The collections are noncontroversial; Information gathered will not 
be used for the purpose of substantially informing influential policy 
decisions; and
--The collections will not be designed or expected to yield results 
that are generalizable to the population of study.

Analysis

    Agency: Office of Personnel Management.
    Title: Generic Clearance for Collection of Feedback on Agency 
Service Delivery.
    OMB Number: 3206-NEW.
    Frequency: On occasion, once per respondent.
    Affected Public: Individuals.
    Number of Respondents Annually: 283,250.
    Estimated Time per Respondent: 2.9 minutes.
    Total Annual Burden Hours: 13,508.83.

Office of Personnel Management.
Alexys Stanley,
Federal Register Liaison.
[FR Doc. 2024-29594 Filed 123-16-24; 8:45 am]
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