[Federal Register Volume 85, Number 231 (Tuesday, December 1, 2020)]
[Notices]
[Pages 77185-77186]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2020-26519]


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DEPARTMENT OF DEFENSE

Office of the Secretary

[Docket ID: DOD-2020-OS-0098]


Proposed Collection; Comment Request

AGENCY: Washington Headquarters Service (WHS), DoD.

ACTION: Information collection notice.

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SUMMARY: In compliance with the Paperwork Reduction Act of 1995, the 
Washington Headquarters Service announces a proposed public information 
collection and seeks public comment on the provisions thereof. Comments 
are invited on: Whether the proposed collection of information is 
necessary for the proper performance of the functions of the agency, 
including whether the information shall have practical utility; the 
accuracy of the agency's estimate of the burden of the proposed 
information collection; ways to enhance the quality, utility, and 
clarity of the information to be collected; and ways to minimize the 
burden of the information collection on respondents, including through 
the use of automated collection techniques or other forms of 
information technology.

DATES: Consideration will be given to all comments received by February 
1, 2021.

ADDRESSES: You may submit comments, identified by docket number and 
title, by any of the following methods:
    Federal eRulemaking Portal: http://www.regulations.gov. Follow the 
instructions for submitting comments.
    Mail: The DoD cannot receive written comments at this time due to 
the COVID-19 pandemic. Comments should be sent electronically to the 
docket listed above.
    Instructions: All submissions received must include the agency 
name, docket number and title 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 http://www.regulations.gov as they are received without 
change, including any personal identifiers or contact information.

FOR FURTHER INFORMATION CONTACT: To request more information on this 
proposed information collection or to obtain a copy of the proposal and 
associated collection instruments, please write to the Washington 
Headquarters Service (WHS), Facilities Services Directorate (FSD), 
Enterprise Performance and IT Management Directorate (EPITMD), ATTN: 
Mr. Jeremy Consolvo, 1550 Crystal Drive, Arlington, VA 22202, or call 
the WHS/FSD/EPITMD at (703) 697-2224.

SUPPLEMENTARY INFORMATION:
    Title; Associated Form; and OMB Number: Fast Track Generic 
Clearance for the Collection of Qualitative Feedback on Agency Service 
Delivery--the Interactive Customer Evaluation (ICE) System; 0704-0420.
    Needs and Uses: The proposed information collection activity 
provides a means to garner qualitative customer and stakeholder 
feedback in an efficient, timely manner, in accordance with the 
Administration's commitment to improving 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 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 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:
    <bullet> The collections are voluntary;
    <bullet> 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;
    <bullet> The collections are non-controversial and do not raise 
issues of concern to other Federal agencies;
    <bullet> 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;
    <bullet> Personally identifiable information (PII) is collected 
only to the extent necessary and is not retained;
    <bullet> 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;
    <bullet> Information gathered will not be used for the purpose of 
substantially informing influential policy decisions; and
    <bullet> 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.
    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,

[[Page 77186]]

and other matters that are commonly considered private.
    Affected Public: Individuals and Households.
    Annual Burden Hours: 7,631.
    Number of Respondents: 152,622.
    Responses per Respondent: 1.
    Annual Responses: 152,622.
    Average Burden per Response: 3 minutes.
    Frequency: On occasion.
    This system was developed to improve the timeliness, quality, and 
quantity of feedback given by customers to DoD service providers. 
Customers are able to access an appropriate comment card in ICE by 
going directly to the ICE website and search for the service provider 
or through a link provided by a service provider. They are able to 
quickly fill out a short online questionnaire related to customer 
satisfaction. Customer responses are sent to the appropriate facility 
and/or service manager. The data resides in the ICE system. This timely 
feedback allows service providers to quickly improve the quality of 
their services, thereby enhancing the quality of life for all members 
of the defense community. It also gives community commanders, deputy 
commanders in chiefs, and others an opportunity to review, assess, and 
improve current service quality.

    Dated: November 25, 2020.
Aaron T. Siegel,
Alternate OSD Federal Register Liaison Officer, Department of Defense.
[FR Doc. 2020-26519 Filed 11-30-20; 8:45 am]
BILLING CODE 5001-06-P