Document ID: FEMA-2023-0033-0001
Agency: fema
Document Type: Notice
Title: Agency Information Collection Activities: Proposed Collection, Comment Request; Generic Clearance for FEMA’s Collection of Feedback on Customer Satisfaction and Disaster Recovery
Posted Date: 2023-12-11T05:00Z

[Federal Register Volume 88, Number 236 (Monday, December 11, 2023)]
[Notices]
[Pages 85896-85897]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-27123]

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DEPARTMENT OF HOMELAND SECURITY

Federal Emergency Management Agency

[Docket ID: FEMA-2023-0033; OMB No. 1660-NW171]

Agency Information Collection Activities: Proposed Collection, 
Comment Request; Generic Clearance for FEMA's Collection of Feedback on 
Customer Satisfaction and Disaster Recovery

AGENCY: Federal Emergency Management Agency, Department of Homeland 
Security.

ACTION: 60-Day notice of new collection and request for comments.

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SUMMARY: The Federal Emergency Management Agency (FEMA), as part of its 
continuing effort to reduce paperwork and respondent burden, invites 
the general public to take this opportunity to comment on a new 
information collection. In accordance with the requirements of the 
Paperwork Reduction Act of 1995, this notice seeks comments concerning 
a generic clearance to collect feedback from applicants on service 
delivery and their subsequent disaster recovery.

DATES: Comments must be submitted on or before February 9, 2024.

ADDRESSES: To avoid duplicate submissions to the docket, please submit 
comments at www.regulations.gov under Docket ID FEMA-2023-0033. Follow 
the instructions for submitting comments.
    All submissions received must include the agency name and Docket 
ID. Regardless of the method used to submitting comments or material, 
all submissions will be posted, without change, to the Federal 
eRulemaking Portal at http://www.regulations.gov, and will include any 
personal information you provide. Therefore, submitting this 
information makes it public. You may wisht to read the Privacy and 
Security Notice that is available via a link on the homepage of 
www.regulations.gov.

FOR FURTHER INFORMATION CONTACT: Kristin Brooks, Statistician, FEMA's 
Recovery Reporting and Analytics Division, Customer Survey and Analysis 
Section, at (202) 826-6291 or [email protected]. You may 
contact the Information Management Division for copies of the proposed 
collection of information at email address: [email protected].

SUPPLEMENTARY INFORMATION: Executive Order 12862, ``Setting Customer 
Service

[[Page 85897]]

Standards,'' requires that all Federal Agencies implement customer 
service standards and provide services to the public that matches or 
exceeds the best service available in the private sector. To accomplish 
this, Federal Agencies are required to survey customers to determine 
the kind and quality of services they want and their level of 
satisfaction with existing services.
    The Government Performance and Results Act (GPRA) of 2010 also 
requires quarterly performance assessments of Government programs for 
purposes of assessing agency performance and improvement. One of the 
primary goals of GPRA is to improve Federal program effectiveness and 
public accountability by promoting a focus on results, service quality, 
and customer satisfaction.
    The Foundations for Evidence-Based Policymaking Act of 2018 
(``Evidence Act'') supports that data collection and analysis are 
important inputs to be used as evidence for prioritizing agency efforts 
to support civic engagement, delivering on mission, service, and 
stewardship objectives, and supporting decision-making.
    FEMA seeks Office of Management and Budget (OMB) approval for a 
generic clearance to collect feedback from applicants on service 
delivery and their subsequent disaster recovery. The Agency has 
numerous touchpoints with applicants through several specialized 
customer-facing programs. The feedback collected from applicants may be 
quantitative or qualitative in nature depending on the population of 
interest, specific research questions, and the types of required 
analysis.

Collection of Information

    Title: Generic Clearance for FEMA's Collection of Feedback on 
Customer Satisfaction and Disaster Recovery.
    Type of Information Collection: New information collection.
    OMB Number: 1660-NW171.
    FEMA Forms: Not Applicable.
    Abstract: Federal Agencies are required to survey their customers 
to determine the kind and quality of services they want and their level 
of satisfaction with those services. In order for the Agency to 
maintain customer service standards, there must be continuous 
assessment of service delivery throughout all phases of the customer 
journey. The Agency will collect, analyze, and interpret information 
gathered from this generic clearance to identify strengths and 
weaknesses with program delivery.
    Affected Public: Individuals and Households; State, Local or Tribal 
Governments.
    Estimated Number of Respondents: 389,770.
    Estimated Number of Responses: 389,770.
    Estimated Total Annual Burden Hours: 69,135.
    Estimated Total Annual Respondent Cost: $3,015,890.
    Estimated Respondents' Operation and Maintenance Costs: $0.
    Estimated Respondents' Capital and Start-Up Costs: $0.
    Estimated Total Annual Cost to the Federal Government: $2,769,361.

Comments

    Comments may be submitted as indicated in the ADDRESSES caption 
above. Comments are solicited to (a) evaluate whether the proposed data 
collection is necessary for the proper performance of the Agency, 
including whether the information shall have practical utility; 
evaluate the accuracy of the Agency's estimate of the burden of the 
proposed collection of information, including the validity of the 
methodology and assumptions used; (c) enhance the quality, utility, and 
clarity of the information to be collected; and (d) minimize the burden 
of the collection of information on those who are to respond, including 
through the use of appropriate automated, electronic, mechanical, or 
other technological collection techniques or other forms of information 
technology, e.g., permitting electronic submission of responses.

Millicent Brown Wilson,
Records Management Branch Chief, Office of the Chief Administrative 
Officer, Mission Support, Federal Emergency Management Agency, 
Department of Homeland Security.
[FR Doc. 2023-27123 Filed 12-8-23; 8:45 am]
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