Notice2021-16224
Agency Information Collection Activity Under OMB Review: Clearance for A-11 Section 280 Improving Customer Experience Information 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 30, 2021
Issuing agencies
Veterans Affairs Department
Abstract
In compliance with the Paperwork Reduction Act (PRA) of 1995, this notice announces that the Veterans Experience Office, Department of Veterans Affairs, will submit the collection of information abstracted below to the Office of Management and Budget (OMB) for review and comment. The PRA submission describes the nature of the information collection and its expected cost and burden and it includes the actual data collection instrument.
Full Text
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<title>Federal Register, Volume 86 Issue 144 (Friday, July 30, 2021)</title>
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[Federal Register Volume 86, Number 144 (Friday, July 30, 2021)]
[Notices]
[Pages 41161-41162]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2021-16224]
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DEPARTMENT OF VETERANS AFFAIRS
[OMB Control No. 2900-0876]
Agency Information Collection Activity Under OMB Review:
Clearance for A-11 Section 280 Improving Customer Experience
Information Collection
AGENCY: Veterans Experience Office, Department of Veterans Affairs.
ACTION: Notice.
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SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995,
this notice announces that the Veterans Experience Office, Department
of Veterans Affairs, will submit the collection of information
abstracted below to the Office of Management and Budget (OMB) for
review and comment. The PRA submission describes the nature of the
information collection and its expected cost and burden and it includes
the actual data collection instrument.
DATES: Written comments and recommendations for the proposed
information collection should be sent within 30 days of publication of
this notice to <a href="http://www.reginfo.gov/public/do/PRAMain">www.reginfo.gov/public/do/PRAMain</a>. Find this particular
information collection by selecting ``Currently under 30-day Review--
Open for Public Comments'' or by using the search function. Refer to
``Clearance for A-11 Section 280 Improving Customer Experience
Information Collection'' in any correspondence.
FOR FURTHER INFORMATION CONTACT: Maribel Aponte, Office of Enterprise
and Integration, Data Governance Analytics (008), 1717 H Street NW,
Washington, DC 20006, (202) 266-4688 or email <a href="/cdn-cgi/l/email-protection#771a16051e15121b5916071819031237011659101801"><span class="__cf_email__" data-cfemail="b3ded2c1dad1d6df9dd2c3dcddc7d6f3c5d29dd4dcc5">[email protected]</span></a>.
Please refer to ``OMB Control No. 2900-0876'' in any correspondence.
SUPPLEMENTARY INFORMATION:
Authority: 44 U.S.C. 3501-21.
Title: Clearance for A-11 Section 280 Improving Customer Experience
Information Collection.
OMB Control Number: 2900-0876.
Type of Review: ICR Revision.
Abstract: This ICR Revision seeks to enhance and expand the scope
of the ``burden hours'' associated with the Department of Veterans
Affairs customer experience data collection system from 625,000 to
1,750,000. ``Burden Hours'' are defined as the total time, effort, or
financial resources expended by persons to generate, maintain, retain,
or disclose or provide information in a survey or other associated data
collection instrument. In layman's terms, burden relates to the time it
takes a respondent to complete and submit a customer satisfaction
survey or questionnaire. VA, when it submitted the original Clearance
for A-11 Section 280 Improving Customer Experience Information
Collection, calculated total the Burden needed based on the number of
Customer Satisfaction surveys under management (43 in calendar year
2020) and our informed estimate of growth in number of surveys under
management. As a result of unexpectedly strong and robust need (and
corresponding requests) for new customer experience surveys by VA
customers (stakeholders and partners), VA has already reached 94
surveys under management and anticipate to reach 130 or 140 by the end
of Fiscal Year 2022. This anticipated FY22 growth, and per our models
for growth from now until our current ICR expires in March, 2023,
directly translates into a corresponding need for an increase in
associated ``burden hours'' from 625,000 to 1,750,000 to accommodate
the current and future demand. This action is necessary now so that our
ICR remains in good standing and VA does not exceed our approved burden
hour grand total approved figure and risk being in non-compliance of
our approved ICR.
General Background on our Customer Experience data collection
listening tools 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
[[Page 41162]]
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. Veterans Experience Office 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. Veterans Experience Office
will collect this information by electronic means when possible, as
well as by mail, fax, telephone, technical discussions, and in-person
interviews. Veterans Experience Office may also utilize observational
techniques to collect this information.
Collections will be 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. For the purposes of this request,
``customers'' are individuals, businesses, and organizations that
interact with a Federal Government agency or program, either directly
or via a Federal contractor. This could include individuals or
households; businesses or other for-profit organizations; not-for
profit institutions; State, local or tribal governments; Federal
government; and Universities.
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 OMB control number. The Federal Register Notice with a
60-day comment period soliciting comments on this collection of
information was published at 84 FR 149 on August 2, 2019, pages 37953
and 37954. No comments on this data collection request were submitted
by the public.
Affected Public: Individuals or Households.
Estimated Annual Burden: 1,750,000.
Estimated Average Burden per Respondent: Varied, dependent upon the
data collection method used. The possible response time to complete a
questionnaire or survey may be 2 minutes or up to 2 hours to
participate in an interview.
Frequency of Response: Varied, dependent upon the data collection
method used.
Estimated Number of Respondents: 3,500,000.
By direction of the Secretary.
Maribel Aponte,
VA PRA Clearance Officer, Office of Enterprise and Integration, Data
Governance Analytics, Department of Veterans Affairs.
[FR Doc. 2021-16224 Filed 7-29-21; 8:45 am]
BILLING CODE 8320-01-P
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