Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery

Forms and Documents

Document Name	Status
Form SV02015-0001 PPT Online Feedback Survey Form and Instruction	New
Form SV02015-0005 ACS Applicant Satisfaction Survey Form and Instruction	New
Form SV-2015-0004 Vendor Survey Form and Instruction	New
Form SV-2015-0002 Interview Script for Visa Services Research Form and Instruction	New
Form SV-2011-0022 Visa Applicant Satisfaction Survey Form and Instruction	New
Form SV-2014-0001 Passport Premier Acceptance Facility Survey Form and Instruction	New
Form SV-2012-0001 Office of Foreign Missions Customer Satisfaction Survey Form and Instruction	New
Form SV-20013-0003 American Citizens Services Customer Service Satisfaction Survey Form and Instruction	New
Supporting Statement DoS Fast Trak Customer Service Surveys (5-2014).docx Supporting Statement A	2014-05-20
Supporting Statement Part B DoS Fast Trak Customer Service Surveys (5-2014).docx Supporting Statement B	2014-05-20
Generic Clearance Submission Template.doc Supplementary Document	2011-04-22
EO 12862 SETTING CUSTOMER SERVICE STANDARDS.txt Supplementary Document	2011-03-16

IC Document Collections

IC ID	Document Title	Status
215981	PPT Online Feedback Survey Form and Instruction	New
215979	ACS Applicant Satisfaction Survey Form and Instruction	New
215928	Vendor Survey Form and Instruction	New
214998	Interview Script for Visa Services Research Form and Instruction	New
211668	Visa Applicant Satisfaction Survey Form and Instruction	New
211667	Passport Premier Acceptance Facility Survey Form and Instruction	New
211665	Office of Foreign Missions Customer Satisfaction Survey Form and Instruction	New
211664	American Citizens Services Customer Service Satisfaction Survey Form and Instruction	New

ICR Details

OMB Control No: 1405-0193	ICR Reference No: 201405-1405-002
Status: Historical Active	Previous ICR Reference No: 201404-1405-002
Agency/Subagency: STATE/AFA	Agency Tracking No:
Title: Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery
Type of Information Collection: Revision of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular
OIRA Conclusion Action: Approved without change	Conclusion Date: 07/23/2014
	Date Received in OIRA: 05/20/2014
Terms of Clearance: Previous terms of clearance remain in effect.

	Inventory as of this Action	Requested	Previously Approved
Expiration Date	07/31/2017	36 Months From Approved	07/31/2014
Responses	150,000	0	75,000
Time Burden (Hours)	26,250	0	18,750
Cost Burden (Dollars)	0	0	0

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Abstract: 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.

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Authorizing Statute(s): EO: EO 12862 Name/Subject of EO: SETTING CUSTOMER SERVICE STANDARDS
  

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 7273	02/06/2014
30-day Notice:	Federal Register Citation:	Citation Date:
	79 FR 28990	05/20/2014
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 8

IC Title	Form No.	Form Name
PPT Online Feedback Survey	SV02015-0001	PPT Online Feedback Survey
Office of Foreign Missions Customer Satisfaction Survey	SV-2012-0001	OFM Customer Satisfaction Survey
ACS Applicant Satisfaction Survey	SV02015-0005	ACS Applicant Satisfaction Survey
Vendor Survey	SV-2015-0004	Vendor Survey
Visa Applicant Satisfaction Survey	SV-2011-0022	Visa Applicant Satisfaction Survey
Passport Premier Acceptance Facility Survey	SV-2014-0001, SV-2014-0001	Premier Acceptance Facility Survey-ENGLISH ,   Premier Acceptance Facility Survey-SPANISH
Interview Script for Visa Services Research	SV-2015-0002	Interview Script for Visa Services Research
American Citizens Services Customer Service Satisfaction Survey	SV-20013-0003	AMERICAN CITIZENS SERVICES CUSTOMER SERVICE SATISFACTION SURVEY

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ICR Summary of Burden

	Total Approved	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	150,000	75,000	0	0	75,000	0
Annual Time Burden (Hours)	26,250	18,750	0	0	7,500	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement: Burden has increased due to increased number of respondents and removal and additions of surveys

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Annual Cost to Federal Government: $500,000

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Is the Supporting Statement intended to be a Privacy Impact Assessment required by the E-Government Act of 2002? No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? Uncollected

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Common Form ICR:  No

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On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).

The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(i) Why the information is being collected;

(ii) Use of information;

(iii) Burden estimate;

(iv) Nature of response (voluntary, required for a benefit, or mandatory);

(v) Nature and extent of confidentiality; and

(vi) Need to display currently valid OMB control number;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.

Certification Date: 05/20/2014

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