Notice2021-14397
30-Day Notice of Proposed Information Collection: Improving Customer Experience (OMB Circular A-11, Section 280) OMB Control Number: New Collection
Primary source
Metadata and text below are from the Federal Register, a public-domain U.S. government work. Always verify the official published version before relying on it for any legal matter.
Published
July 14, 2021
Issuing agencies
Housing and Urban Development Department
Abstract
The U.S. Department of Housing and Urban Development has under OMB review the following proposed Information Collection Request "Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)" for approval under the Paperwork Reduction Act (PRA). HUD has submitted the proposed information collection requirement described below to the Office of Management and Budget (OMB) for review, in accordance with the Paperwork Reduction Act. The purpose of this notice is to allow for an additional 30 days of public comment.
Full Text
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<title>Federal Register, Volume 86 Issue 132 (Wednesday, July 14, 2021)</title>
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[Federal Register Volume 86, Number 132 (Wednesday, July 14, 2021)]
[Notices]
[Pages 37177-37178]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2021-14397]
[[Page 37177]]
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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
[Docket No. FR-7034-N-37]
30-Day Notice of Proposed Information Collection: Improving
Customer Experience (OMB Circular A-11, Section 280) OMB Control
Number: New Collection
AGENCY: Office of the Chief Information Officer, Housing and Urban
Development (HUD).
ACTION: Notice.
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SUMMARY: The U.S. Department of Housing and Urban Development has under
OMB review the following proposed Information Collection Request
``Improving Customer Experience (OMB Circular A-11, Section 280
Implementation)'' for approval under the Paperwork Reduction Act (PRA).
HUD has submitted the proposed information collection requirement
described below to the Office of Management and Budget (OMB) for
review, in accordance with the Paperwork Reduction Act. The purpose of
this notice is to allow for an additional 30 days of public comment.
DATES: Comments Due Date: August 13, 2021.
ADDRESSES: Submit comments identified by Information Collection 3090-
XXXX, Improving Customer Experience (OMB Circular A-11, Section 280
Implementation), by any of the following methods:
<bullet> Federal eRulemaking Portal: <a href="https://www.regulations.gov">https://www.regulations.gov</a>.
Follow the instructions for submitting comments. Comments submitted
electronically, including attachments to <a href="https://www.regulations.gov">https://www.regulations.gov</a>,
will be posted to the docket unchanged.
<bullet> Mail: General Services Administration, Regulatory
Secretariat Division (MVCB), 1800 F Street NW, Washington, DC 20405.
ATTN: Ms. Mandell/IC 3090-XXXX, Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation).
Instructions: Please submit comments only and cite Information
Collection 3090-XXXX, Improving Customer Experience (OMB Circular A-11,
Section 280 Implementation) in all correspondence related to this
collection. To confirm receipt of your comment(s), please check
<a href="http://regulations.gov">regulations.gov</a>, approximately two-to-three business days after
submission to verify posting (except allow 30 days for posting of
comments submitted by mail).
FOR FURTHER INFORMATION CONTACT: Requests for additional information
should be directed to Amira Boland, Office of Management and Budget,
725 17th St NW, Washington, DC 20006, or via email to
<a href="/cdn-cgi/l/email-protection#7c1d11150e1d521f521e13101d12183c13111e5219130c521b130a"><span class="__cf_email__" data-cfemail="2f4e42465d4e014c014d40434e414b6f40424d014a405f01484059">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: Abstract: A modern, streamlined and
responsive customer experience means: Raising government-wide customer
experience to the average of the private sector service industry;
developing indicators for high-impact Federal programs to monitor
progress towards excellent customer experience and mature digital
services; and providing the structure (including increasing
transparency) and resources to ensure customer experience is a focal
point for agency leadership.
This proposed information collection activity provides a means to
garner customer and stakeholder feedback in an efficient, timely manner
in accordance with the Administration's commitment to improving
customer service delivery as discussed in Section 280 of OMB Circular
A-11 at <a href="https://www.performance.gov/cx/a11-280.pdf">https://www.performance.gov/cx/a11-280.pdf</a>.
As discussed in OMB guidance, agencies should identify their
highest-impact customer journeys (using customer volume, annual program
cost, and/or knowledge of customer priority as weighting factors) and
select touchpoints/transactions within those journeys to collect
feedback.
These results will be used to improve the delivery of Federal
services and programs. It will also provide government-wide data on
customer experience that can be displayed on <a href="http://www.performance.gov">www.performance.gov</a> to
help build transparency and accountability of Federal programs to the
customers they serve.
As a general matter, these information collections will not result
in any new system of records containing privacy information and will
not ask questions of a sensitive nature, such as sexual behavior and
attitudes, religious beliefs, and other matters that are commonly
considered private. U.S. Department of Housing and Urban Development
will only submit collections if they meet the following criteria.
<bullet> The collections are voluntary;
<bullet> The collections are low-burden for respondents (based on
considerations of total burden hours or burden-hours per respondent)
and are low-cost for both the respondents and the Federal Government;
<bullet> The collections are non-controversial and do not raise
issues of concern to other Federal agencies;
<bullet> Any 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 near future;
<bullet> Personally identifiable information (PII) is collected
only to the extent necessary and is not retained;
<bullet> Information gathered is intended to be used for general
service improvement and program management purposes;
<bullet> Upon agreement between OMB and the agency all or a subset
of information may be released as part of A-11, Section 280
requirements only on <a href="http://performance.gov">performance.gov</a>. Summaries of customer research
and user testing activities may be included in public-facing customer
journey maps or summaries.
<bullet> Additional release of data must be done coordinated with
OMB.
These collections will allow for ongoing, collaborative and
actionable communications between the Agency, its customers and
stakeholders, and OMB as it monitors agency compliance on Section 280.
These responses will inform efforts to improve or maintain the quality
of service offered to the public. If this information is not collected,
vital feedback from customers and stakeholders on services will be
unavailable. This notice informs the public that HUD has submitted to
OMB a request for approval of the information collection described in
Section A. The Federal Register notice that solicited public comment on
the information collection for a period of 60 days was published on
January 27, 2021 at 86 FR 7302.
A. Overview of Information Collection
Title of Information Collection: Information Collection; Improving
Customer Experience (OMB Circular A-11, Section 280.
OMB Approval Number: Pending.
Type of Request: New.
Form Number: None.
Affected Public: Individuals and Households, Businesses and
Organizations, State, Local or Tribal Government.
Description of the need for the information and proposed use:
Under the PRA, (44 U.S.C. 3501-3520) Federal Agencies must obtain
approval from the Office of Management and Budget (OMB) for each
collection of information they conduct or sponsor. ``Collection of
information'' is defined in 44 U.S.C. 3502(3) and 5 CFR 1320.3(c) and
includes Agency requests or requirements that members of the public
submit reports, keep records, or provide information to a third party.
Section 3506(c)(2)(A) of the PRA requires Federal Agencies to provide a
60-day notice in the Federal Register concerning each proposed
collection of
[[Page 37178]]
information, including each proposed extension of an existing
collection of information, before submitting the collection to OMB for
approval. To comply with this requirement, HUD is publishing notice of
the proposed collection of information set forth in this document.
Whether seeking a loan, Social Security benefits, veterans'
benefits, or other services provided by the Federal Government,
individuals and businesses expect Government customer services to be
efficient and intuitive, just like services from leading private-sector
organizations. Yet the 2016 American Consumer Satisfaction Index and
the 2017 Forrester Federal Customer Experience Index show that, on
average, Government services lag nine percentage points behind the
private sector.
A modern, streamlined and responsive customer experience means:
Raising government-wide customer experience to the average of the
private sector service industry; developing indicators for high-impact
Federal programs to monitor progress towards excellent customer
experience and mature digital services; and providing the structure
(including increasing transparency) and resources to ensure customer
experience is a focal point for agency leadership. To support this, OMB
Circular A-11 Section 280 established government-wide standards for
mature customer experience organizations in government and measurement.
To enable Federal programs to deliver the experience taxpayers deserve,
they must undertake three general categories of activities: conduct
ongoing customer research, gather and share customer feedback, and test
services and digital products.
These data collection efforts may be either qualitative or
quantitative in nature or may consist of mixed methods. Additionally,
data may be collected via a variety of means, including but not limited
to electronic or social media, direct or indirect observation (i.e., in
person, video and audio collections), interviews, questionnaires,
surveys, and focus groups. HUD will limit its inquiries to data
collections that solicit strictly voluntary opinions or responses.
Steps will be taken to ensure anonymity of respondents in each activity
covered by this request.
The results of the data collected will be used to improve the
delivery of Federal services and programs. It will include the creation
of personas, customer journey maps, and reports and summaries of
customer feedback data and user insights. It will also provide
government-wide data on customer experience that can be displayed on
<a href="http://performance.gov">performance.gov</a> to help build transparency and accountability of
Federal programs to the customers they serve.
Method of Collection:
HUD will collect this information by electronic means when
possible, as well as by mail, fax, telephone, technical discussions,
and in-person interviews. HUD may also utilize observational techniques
to collect this information.
Below is a preliminary estimate of the aggregate burden hours for
this new collection. The U.S. Department of Housing and Urban
Development will provide refined estimates of burden in subsequent
notices.
Average Expected Annual Number of Activities: Approximately five
types of customer experience activities such as feedback surveys, focus
groups, user testing, and interviews.
Average Number of Respondents per Activity: 1 response per
respondent per activity.
Annual Responses: 500,000.
Average Minutes per Response: 2 minutes-60 minutes, dependent upon
activity.
Burden Hours: The U.S. Department of Housing and Urban Development
requests approximately 25,000 burden hours.
B. Solicitation of Public Comment
This notice is soliciting comments from members of the public and
affected parties concerning the collection of information described in
Section A on the following: Comments submitted in response to this
notice will be summarized and/or included in the request for OMB
approval. Comments are invited on: (a) Whether the collection of
information is necessary for the proper performance of the functions of
the agency, including whether the information shall have practical
utility; (b) the accuracy of the agency's estimate of the burden of the
collection of information; (c) ways to enhance the quality, utility,
and clarity of the information to be collected; (d) ways to minimize
the burden of the collection of information on respondents, including
through the use of automated collection techniques or other forms of
information technology; and (e) estimates of capital or start-up costs
and costs of operation, maintenance, and purchase of services to
provide information.
Burden means the total time, effort, or financial resources
expended by persons to generate, maintain, retain, disclose or provide
information to or for a Federal agency. This includes the time needed
to review instructions; to develop, acquire, install and utilize
technology and systems for the purpose of collecting, validating and
verifying information, processing and maintaining information, and
disclosing and providing information; to train personnel and to be able
to respond to a collection of information, to search data sources, to
complete and review the collection of information; and to transmit or
otherwise disclose the information.
All written comments will be available for public inspection
Regulations.gov.
An agency may not conduct or sponsor, and a person is not required
to respond to, a collection of information unless it displays a
currently valid Office of Management and Budget control number.
HUD encourages interested parties to submit comment in response to
these questions.
C. Authority
Section 3507 of the Paperwork Reduction Act of 1995, 44 U.S.C.
Chapter 35.
Colette Pollard,
Department Reports Management Officer, Office of the Chief Information
Officer.
[FR Doc. 2021-14397 Filed 7-13-21; 8:45 am]
BILLING CODE 4210-67-P
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