Federal Register / Vol. 89, No. 242 / Tuesday, December 17, 2024 / Notices 102171 

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. 

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: http://

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 http://

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 evidence@

opm.gov. 

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 highquality, 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] 

BILLING CODE 6325–43–P 


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