[Federal Register Volume 79, Number 112 (Wednesday, June 11, 2014)]
[Pages 33598-33599]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2014-13597]




Agency Information Collection Activities: Proposed Collection; 
Comment Request; Generic Clearance for the Collection of Qualitative 
Feedback on Agency Service Delivery

AGENCY: National Archives and Records Administration.

ACTION: Notice and request for comments; Information collection request 
for feedback on agency service delivery.


SUMMARY: As part of a Federal Government-wide effort to streamline the 
process to seek feedback from the public on service delivery, we are 
seeking comment on the development of the following proposed Generic 
Information Collection Request (Generic ICR): ``Generic Clearance for 
the Collection of Qualitative Feedback on Agency Service Delivery '' 
for approval under the Paperwork Reduction Act (PRA) (44 U.S.C. 3501 
et. seq.). This notice announces our intent to submit this collection 
to OMB for approval and solicits comments on specific aspects for the 
proposed information collection.

DATES: NARA will consider all comments it receives by August 11, 2014.

ADDRESSES: You may submit comments by one of the following methods:
     Federal eRulemaking Portal:http://www.regulations.gov . 
Follow the instructions for submitting comments. Include NARA-2014-036 
in the title of your response.
     Email: [email protected]. Include NARA-2014-036 in 
the subject line.
     Fax: (301) 713 7409. Include NARA-2014-036 in the subject 
    Comments submitted in response to this notice may be made available 
to the public through the internet. For this reason, please do not 
include in your comments information of a confidential nature, such as 
sensitive personal information or proprietary information. If you send 
an email comment, your email address will be automatically captured and 
included as part of the comment that is placed in the public docket and 
made available on the internet. Please note that responses to this 
public comment request containing any routine notice about the 
confidentiality of the communication will be treated as public comments 
that may be made available to the public notwithstanding the inclusion 
of the routine notice.

FOR FURTHER INFORMATION CONTACT: Requests for additional information or 
copies of the proposed information collection and supporting statement 
should be directed to Tamee Fechhelm at telephone number 301-713-1694, 
or fax number 301-713-7409.

    Title: Generic Clearance for the Collection of Qualitative Feedback 
on Agency Service Delivery.
    Abstract: This information collection activity provides a means to 
gather qualitative customer and stakeholder feedback in an efficient, 
timely manner, in accordance with NARA's commitment to improving 
service delivery. By qualitative feedback, we mean information that 
provides useful insights into customers' or stakeholders' perceptions 
and opinions, but not statistical surveys that yield quantitative 
results that can be generalized to the population of study. Qualitative 
feedback provides insights into perceptions, experiences, and 
expectations, provides an early warning of issues with service, or 
focuses attention on areas where communication, training or changes in 
operations might improve delivery of products or services. Collecting 
this information allows for ongoing, collaborative, and actionable 
communications between NARA and its customers and stakeholders. It also 
allows us to contribute feedback directly to improving program 
    NARA collects feedback in areas of service delivery such as 
timeliness, appropriateness, accuracy of information, plain language, 
courtesy, efficiency, and resolution of issues with service delivery. 
We use customer feedback to plan 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 NARA's 
services will be unavailable.
    NARA will only submit a collection for approval under this generic 
clearance if it meets the following conditions:
     The collection is voluntary;
     The collection is low-burden for respondents (based on 
considerations of total burden hours, total number of respondents, or 
burden-hours per respondent) and is low-cost for both the respondents 
and the Federal Government;
     The collection is non-controversial and does not raise 
issues of concern to other Federal agencies;
     It is targeted to solicit opinions from respondents who 
have experience with the program or may have

[[Page 33599]]

experience with the program in the near future;
     Personally identifiable information (PII) is collected 
only to the extent necessary and is not retained;
     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;
     Information gathered will not be used for the purpose of 
substantially informing influential policy decisions; and
     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.
    Feedback collected under this generic clearance provides useful 
information, but it does not yield data that can be generalized to the 
overall population. This type of generic clearance for qualitative 
information will not be used for quantitative information collections 
that are designed to yield reliably actionable results, such as 
monitoring trends over time or documenting program performance. Such 
data uses require more rigorous designs that address: The target 
population to which generalizations will be made, the sampling frame, 
the sample design (including stratification and clustering), the 
precision requirements or power calculations that justify the proposed 
sample size, the expected response rate, methods for assessing 
potential non-response bias, the protocols for data collection, and any 
testing procedures that were or will be undertaken prior to fielding 
the study. Depending on the degree of influence the results are likely 
to have, such collections may still be eligible for submission for 
other generic mechanisms that are designed to yield quantitative 
results, but do not fall under the current generic collection.
    As a general matter, information collections under this generic 
collection request 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.
    Current Actions: OGIS Customer Service Assessment, NPRC Survey of 
Customer Satisfaction, and Training and Event Evaluations.
    Type of Review: Regular.
    Affected Public: Individuals and households, businesses and 
organizations, State, Local or Tribal Government.
    Estimated Number of Respondents: 25,000.
    Below we provide projected average estimates for the next three 
    Average expected annual number of activities: 20.
    Average number of respondents per activity: 1,250.
    Annual responses: 1.
    Frequency of response: Once per request.
    Average minutes per response: 30.
    Burden hours: 12,500.
    Request for Comments: NARA will summarize or include in our request 
for OMB approval any comments you submit in response to this notice. We 
invite comments on: (a) Whether the collection of information is 
necessary for the proper performance of the functions of the agency, 
including whether the information will have practical utility; (b) the 
accuracy of the agency's estimate of the burden of the collection of 
information; (c) ways to enhance the quality, utility, and clarity of 
the information to be collected; (d) ways to minimize the burden of the 
collection of information on respondents, including through the use of 
automated collection techniques or other forms of information 
technology; and (e) estimates of capital or start-up costs and costs of 
operation, maintenance, and purchase of services to provide 
information. Burden means the total time, effort, or financial 
resources expended by people to generate, maintain, retain, disclose or 
provide information to or for a Federal agency. This includes the time 
needed to review instructions; to develop, acquire, install and use 
technology and systems for the purpose of collecting, validating, and 
verifying information, processing and maintaining information, and 
disclosing and providing information; to train personnel and to be able 
to respond to a collection of information, to search data sources, to 
complete and review the collection of information; and to transmit or 
otherwise disclose the information.
    All written comments will be available for public inspection at 
    An agency may not conduct or sponsor, and a person is not required 
to respond to, a collection of information unless it displays a 
currently valid Office of Management and Budget control number.

    Dated: June 5, 2014.
Swarnali Haldar,
Acting Executive for Information Services/CIO.
[FR Doc. 2014-13597 Filed 6-10-14; 8:45 am]