Generic Clearance for Improving Customer Experience; Central Survey Tool for OMB Circular A-11, Section 280 Implementation

Forms and Documents

Document Name	Status
ICR Template_A11 Section 280 Clearance 8 16 23.docx Supplementary Document	2025-09-04
Supporting Statement B for Agencies_A 11 Section 280 Improving Customer Experience v 7 30 25.docx Supporting Statement B	2025-09-04
Supporting Statement A for GSA Touchpoints_A 11 Section 280 Improving Customer Experience v 8 7 25.docx Supporting Statement A	2025-09-04

IC Document Collections

IC ID	Document Title	Status

ICR Details

OMB Control No: 3090-0321	ICR Reference No: 202504-3090-011
Status: Received in OIRA	Previous ICR Reference No: 202208-3090-003
Agency/Subagency: GSA	Agency Tracking No:
Title: Generic Clearance for Improving Customer Experience; Central Survey Tool for OMB Circular A-11, Section 280 Implementation
Type of Information Collection: Extension without change of a currently approved collection	Common Form ICR:  No
Type of Review Request: Regular	Date Submitted to OIRA: 09/04/2025

	Requested	Previously Approved
Expiration Date	36 Months From Approved	09/30/2025
Responses	40,000,001	40,000,001
Time Burden (Hours)	2,000,000	2,000,000
Cost Burden (Dollars)	0	0

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Abstract: Under the Government Service Delivery Improvement (GSDI) Act and the 21st Century Integrated Digital Experience Act , along with OMB guidance, agencies are obligated to continually improve the services they provide the public and to collect qualitative and quantitative data from the public to do so. The General Services Administration (hereafter “the Agency”) has developed a survey collection tool (https://touchpoints.digital.gov/) that Federal agencies may use to collect this customer feedback. The purpose of this request is to facilitate federal agencies’ ability to collect feedback from the public using this GSA Touchpoints survey tool, or any subsequent GSA survey tool that uses a different name. Collecting feedback from the public will allow agencies to continue to improve federal services, thereby facilitating compliance with statutory requirements and general principles of good governance.

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Authorizing Statute(s): None

Citations for New Statutory Requirements: None

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Associated Rulemaking Information
RIN:	Stage of Rulemaking:	Federal Register Citation:	Date:
	Not associated with rulemaking

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Federal Register Notices & Comments
60-day Notice:	Federal Register Citation:	Citation Date:
	90 FR 27018	07/25/2025
30-day Notice:	Federal Register Citation:	Citation Date:
	90 FR 42013	08/28/2025
Did the Agency receive public comments on this ICR? No

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Number of Information Collection (IC) in this ICR: 0

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ICR Summary of Burden

	Total Request	Previously Approved	Change Due to New Statute	Change Due to Agency Discretion	Change Due to Adjustment in Estimate	Change Due to Potential Violation of the PRA
Annual Number of Responses	40,000,001	40,000,001	0	0	0	0
Annual Time Burden (Hours)	2,000,000	2,000,000	0	0	0	0
Annual Cost Burden (Dollars)	0	0	0	0	0	0

Burden increases because of Program Change due to Agency Discretion: No

Burden Increase Due to:

Burden decreases because of Program Change due to Agency Discretion: No

Burden Reduction Due to:

Short Statement:

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Annual Cost to Federal Government: $76,987

Does this IC contain surveys, censuses, or employ statistical methods? Yes Part B of Supporting Statement

Does this ICR request any personally identifiable information (see OMB Circular No. A-130 for an explanation of this term)? Please consult with your agency's privacy program when making this determination.     No

Does this ICR include a form that requires a Privacy Act Statement (see 5 U.S.C. §552a(e)(3))? Please consult with your agency's privacy program when making this determination.     No

Is this ICR related to the Affordable Care Act [Pub. L. 111-148 & 111-152]? No

Is this ICR related to the Dodd-Frank Wall Street Reform and Consumer Protection Act, [Pub. L. 111-203]? No

Is this ICR related to the American Recovery and Reinvestment Act of 2009 (ARRA)? No

Is this ICR related to the Pandemic Response? No

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Common Form ICR:  No

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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:

(a) It is necessary for the proper performance of agency functions;

(b) It avoids unnecessary duplication;

(c) It reduces burden on small entities;

(d) It uses plain, coherent, and unambiguous language that is understandable to respondents;

(e) Its implementation will be consistent and compatible with current reporting and recordkeeping practices;

(f) It indicates the retention periods for recordkeeping requirements;

(g) It informs respondents of the information called for under 5 CFR 1320.8 (b)(3) about:

(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;

(h) It was developed by an office that has planned and allocated resources for the efficient and effective management and use of the information to be collected.

(i) It uses effective and efficient statistical survey methodology (if applicable); and

(j) It makes appropriate use of information technology.

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.

Certification Date: 09/04/2025

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