DHS Seeks Generic Customer Feedback Clearance Renewal
Published Date: 9/10/2026
Notice
Summary
The Department of Homeland Security will submit the following Information Collection Request (ICR) to the Office of Management and Budget (OMB) for review and clearance in accordance with the Paperwork Reduction Act of 1995.
Analyzed Economic Effects
5 provisions identified: 4 benefits, 1 costs, 0 mixed.
DHS will collect customer feedback
The Department of Homeland Security will collect customer feedback (surveys, interviews, user testing) to identify how customers access and use DHS services and to guide improvements in service delivery. The effort supports OMB Circular A-11 Section 280 and Executive Order 14058 and is intended to inform planning and decision-making to improve DHS products and services.
Quarterly public customer experience dashboards
DHS will report survey results quarterly to OMB for inclusion on customer-experience dashboards on performance.gov. Reports will include total customer volume at transaction points, number of surveys presented, number of responses, response rates, and mode of response.
Large-scale voluntary data collection burden
The notice estimates 2,001,550 respondents and a total of 101,125 burden hours annually under this clearance, with collections being voluntary and intended to be low-burden. Comments on the ICR are accepted until November 9, 2026.
Limits on personal data and confidentiality
DHS says personally identifiable information (PII) will be collected only as necessary and will not be retained, and that activity and survey instructions will provide confidentiality assurances to respondents. Public releases of personas or journey maps must be anonymized and include caveats.
Limits on survey frequency per transaction
DHS states that most individual respondents will not be asked to complete more than one survey instrument per transaction or to participate in more than one qualitative feedback or testing activity for the same transaction. This aims to reduce respondent fatigue.
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Key Dates
Department and Agencies
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