Document ID: FAA-2021-0466-0008
Agency: faa
Document Type: Notice
Title: Agency Information Collection Activities; Proposals, Submissions, and Approvals: Unmanned Aircraft Systems Support Center Case Management System
Posted Date: 2022-07-26T04:00Z

[Federal Register Volume 87, Number 142 (Tuesday, July 26, 2022)]
[Notices]
[Pages 44486-44487]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2022-15894]

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DEPARTMENT OF TRANSPORTATION

Federal Aviation Administration

[Docket No. FAA-2021-0466]

Agency Information Collection Activities: Requests for Comments; 
Clearance of a New Approval of Information Collection: Federal Aviation 
Administration Unmanned Aircraft Systems Support Center Case Management 
System

AGENCY: Federal Aviation Administration (FAA), DOT.

ACTION: Notice and request for comments.

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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, FAA 
invites public comments about our intention to request the Office of 
Management and Budget (OMB) approval for a new information collection. 
The Federal Aviation Administration (FAA) Unmanned Aircraft Systems 
(UAS) Support Center Case Management System (CMS) is being created to 
help streamline how stakeholders' questions are answered in a timely 
manner. Specifically, the Contact Customer Support form allows the 
public and other stakeholders to ask the FAA questions, as well as get 
the appropriate answer or information they need to operate their UAS or 
drone safely. The UAS Support Center has a publicly available form to 
submit inquiries. This form would be replacing the current web form to 
be used within the Salesforce solutions that allows UAS Integration 
Office additional technology to more efficient and streamline the UAS 
Support center business process. This form would allow the UAS 
Integration Office to collect the appropriate information about the 
stakeholder's name, preferred method of communications email address, 
phone number, zip code, type of flyer that would allow the Support 
Center Analysts to answer the customer's specific question more 
efficiently.

DATES: Written comments should be submitted by August 25, 2022.

ADDRESSES: Please send written comments:
    By Electronic Docket: www.regulations.gov (Enter docket number into 
search field).
    By mail: Mark Hyatt, 490 L'Enfant Plaza, Suite 2206, Washington, DC 
20024.
    By fax: 202-267-8249.

FOR FURTHER INFORMATION CONTACT: Mark Hyatt by email at: 
[email protected]; phone: 202-267-3676.

SUPPLEMENTARY INFORMATION:
    Public Comments Invited: You are asked to comment on any aspect of 
this information collection, including (a) Whether the proposed 
collection of information is necessary for FAA's performance; (b) the 
accuracy of the estimated burden; (c) ways for FAA to enhance the 
quality, utility and clarity of the information collection; and (d) 
ways that the burden could be minimized without reducing the quality of 
the collected information. The agency will summarize and/or include 
your comments in the request for OMB's clearance of this information 
collection.
    OMB Control Number: 2120-XXXX.
    Title: Federal Aviation Administration (FAA) Unmanned Aircraft 
Systems (UAS) Support Center Case Management System (CMS).
    Form Numbers: Customer Inquiry form; Customer Inquiry Status Check 
Form.
    Type of Review: New Information Collection.
    Background: The Federal Register Notice with a 60-day comment 
period soliciting comments on the following collection of information 
was published on June 7, 2021 (Document Citation: 86 FR 30368).
    The Federal Aviation Administration (FAA) Unmanned Aircraft Systems

[[Page 44487]]

(UAS) Support Center Case Management System (CMS) will streamline how 
respondents' questions will be answered. Specifically, the UAS Support 
Center CMS Customer Inquiry form allows the public and other 
stakeholders to ask the FAA questions, as well as get the appropriate 
answer/information that is needed to operate their UAS or drone safely.
    The UAS Support Center will have a publicly available form to 
submit inquiries. This form will allow the UAS Support Center to 
collect the appropriate information about the respondent's name (i.e., 
first and last), preferred method of communications (i.e., email or 
phone), email address, phone number, zip code (if needed), self-
identification of type of flyer (i.e., recreational, commercial/
business, public safety, local government, educational/research, 
Eyewitness Report, I don't know, and other), the subject of the 
inquiry, and inquiry/question). This information will allow the UAS 
Support Center Analysts more information to efficiently answer the 
respondent's specific question.
    The respondents public form process starts with submitting an 
inquiry by using the public webform, shared email inbox, or by calling 
the UAS Support Center Analysts. Once the public user submits an 
inquiry, they will receive an automated system email receipt that 
includes inquiry reference number, created date, ``tell us about 
yourself,'' subject, and their inquiry/question. The public users can 
also use the inquiry status public page to check their inquiry status. 
For a public user to check the status of an inquiry, the system 
requires the user to have and enter the reference number and email 
address that is used to when creating the inquiry. Once the system 
confirms that the email address and reference number match with the 
inquiry record that's currently in the system, it will display inquiry 
status and created date of the inquiry.
    The FAA received comments to the 60-day Federal Register Notice 
from the Small UAV Coalition, MAC Law, and one individual.
     The FAA considered all comments equally.
     The FAA agrees with the request for the system to send a 
confirmation email with the confirmation tracking code to track the 
status of the inquiry, similar to the www.regulations.gov website. This 
functionality is built into the system and will not allow for members 
of the public to view the status of another stakeholder's inquiry.
     The Case Management System collects appropriate 
information about the stakeholder's name, preferred method of 
communication, phone number, zip code, and type of flyer to facilitate 
quick resolution of stakeholder inquiries. It will provide a historical 
record of an individual's inquiries for the UAS Support Center to 
reference.
     The FAA references the support center on FAA.gov/uas, UAS 
events, community partnerships and social media.
     The FAA provides the opportunity for a stakeholder to 
contact the FAA UAS Support Center by phone and/or email.The FAA 
commits to protecting personally identifiable information (PII) in 
response to a Freedom of Information Act request, under 5 U.S.C. 
552(b)(6). In response, a text-based warning to avoid including PII 
will be included on the inquiry page to prevent unnecessary collection 
of this information.
    Respondents: Anyone may use the publicly available form to submit 
an inquiry. The respondent may submit any number of inquiries.
    Frequency: N/A.
    Estimated Average Burden per Response: Less than two minutes for a 
typical inquiry.
    Estimated Total Annual Burden: The majority of respondents submit a 
one- time inquiry. The annual burden per respondent per inquiry is two 
minutes. Estimate around 22,000 inquiries per year equating to 44,000 
minutes of total burden to the public per year.

    Issued in Washington, DC.
Danielle Corbett,
Manager, UAS Integration Office, Program and Data Management, AUS-410.
[FR Doc. 2022-15894 Filed 7-25-22; 8:45 am]
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