Generic Clearance for the Collection of Formative Research on Agency Service Delivery
New collection (Request for a new OMB Control Number)
No
Regular
04/20/2022
Requested
Previously Approved
36 Months From Approved
58,650
0
20,676
0
0
0
The mission of USDS is to deliver better government services through technology and design. In support of that mission, USDS engages directly with program applicants and beneficiaries, and other people who use or need to use the government systems and services we are helping to improve, and incorporates their feedback into our work and recommendations. By employing human-centered design practices like user research, USDS prioritizes the userâs needs and learns what works as quickly as possible, saving time and money while improving services to the public. USDS deploys small, responsive groups of designers, engineers, product managers, and other specialists to work with and empower civil servants, working with many agencies simultaneously.
Under this generic clearance, USDS would engage in a variety of formative data collections with people who use or need to use government systems and services, such as program participants, practitioners, and service providers. The data collections would occur primarily through Discovery Sprints, which are short research projects designed to quickly understand complexities of systems or services in order to identify issues with service delivery, their root causes, and opportunities for improvement. Data collections would also occur during longer projects, as needed. USDSâs research serves to provide further understanding of whether people engaging directly with government services are having an effective, efficient, and satisfying experience. USDS anticipates undertaking a variety of new research projects related to social safety net and general welfare programs, economic recovery efforts, healthcare, and more. Many Federal agencies and field offices find a need to learn more about the publicâs perceptions, experiences and expectations; early warnings of issues with service delivery; or areas where communication, training or changes in operations might improve delivery of products or services.
USDS envisions using a variety of techniques, including:
⢠Pre-study self-identification questionnaires
⢠Unmoderated comment cards/complaint forms
⢠Unmoderated qualitative user experience surveys (e.g., post-transaction surveys; opt-out web surveys)
⢠Unmoderated information architecture evaluative methods (e.g., card sorts; tree tests)
⢠Unmoderated content evaluative methods
⢠Long-term behavior and experience studies (e.g., diary study)
⢠Focus groups
⢠User research studies (e.g., user interviews; usability tests)
⢠Program assessment questionnaires.
Overall, this research will be designed to fulfill the following goals: (1) discover barriers to access that create inequities for users of government systems and services; (2) inform the development of USDS and agency research, (3) discover early warnings of issues with service delivery; and (4) 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 Federal agencies and the public. It will also allow feedback to contribute directly to the improvement of program management.
On behalf of this Federal agency, I certify that the collection of information encompassed by this request complies with 5 CFR 1320.9 and the related provisions of 5 CFR 1320.8(b)(3).
The following is a summary of the topics, regarding the proposed collection of information, that the certification covers:
(i) Why the information is being collected;
(ii) Use of information;
(iii) Burden estimate;
(iv) Nature of response (voluntary, required for a benefit, or mandatory);
(v) Nature and extent of confidentiality; and
(vi) Need to display currently valid OMB control number;
If you are unable to certify compliance with any of these provisions, identify the item by leaving the box unchecked and explain the reason in the Supporting Statement.
SSB-OMB-USDS.docx