PRA Fast Track Clearance Submission - SEC.gov Verint ForeSee Customer Satisfaction Survey

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 3235-0731)

TITLE OF INFORMATION COLLECTION: U.S. Securities and Exchange Commission
SEC.gov Verint ForeSee Customer Satisfaction Survey

PURPOSE: The Office of Public Affairs (OPA) at the U.S. Securities and Exchange
Commission (SEC) seeks to improve customer satisfaction by collecting customer feedback from
visitors to the SEC.gov website. OPA staff will accomplish this through the use of the Verint
ForeSee intercept survey that is offered to a random sample of visitors who visit SEC.gov
through either a desktop computer or mobile device. The feedback collected through this survey
will be used to make customer-focused decisions about content updates and future enhancements
to SEC.gov. The Verint ForeSee survey and data collected are hosted on a FedRAMP-certified
Humanify Cloud data center that allows OPA staff to review and analyze survey results.
DESCRIPTION OF RESPONDENTS: Visitors to the SEC.gov website who use various
devices to access the website (e.g., desktop computer, laptop, mobile phone).
TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software)
[ ] Focus Group

[X ] Customer Satisfaction Survey
[ ] Small Discussion Group
[] Other:

CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the federal government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program in the future.
Name: /s/ Florence Harmon
To assist review, please provide answers to the following question:
Personally Identifiable Information:
1. Is personally identifiable information (PII) collected? [ ] Yes [X] No
2. If Yes, is the information that will be collected included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Applicable, has a System or Records Notice been published? [ X ] Yes [ ] No
(SORN is SEC-26: Mailing, Contacts, and Other Lists)
Gifts or Payments:

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Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants? [ ] Yes [X] No
BURDEN HOURS
Category of Respondent
Individuals or Households – Desktop Computer

No. of
Respondents
5,283

Participation
Time
9.6 minutes

Individuals or Households – Mobile Device

2,036

13.1 minutes

Burden
845.3
hours
444.5
hours

FEDERAL COST: The estimated annual cost to the Federal government is $96,952.15. This is
the annual cost for the vendor (Verint) to maintain the survey, host the survey responses in its
data center, maintain a portal for SEC staff to review and create reports using survey data, and
enable SEC staff to produce reports with insights and analysis of survey results.
If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents
1. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?
[ ] Yes [X] No
The survey will be randomly offered to a subset of visitors who visit SEC.gov through either
a desktop computer or mobile device.
Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[X] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [ ] Yes [ X ] No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.

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