Notice2021-22224
Proposed Information Collection Request; Comment Request; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
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
October 13, 2021
Issuing agencies
Environmental Protection Agency
Abstract
The Environmental Protection Agency (EPA) is planning to submit an information collection request (ICR), Improving Customer Experience (OMB Circular A-11, Section 280 Implementation) (EPA ICR Number 2687.01, OMB Control Number 2030-NEW) to the Office of Management and Budget (OMB) for review and approval in accordance with the Paperwork Reduction Act. Before doing so, EPA is soliciting public comments on specific aspects of the proposed information collection as described below. This is request for approval of a new collection. 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.
Full Text
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<title>Federal Register, Volume 86 Issue 195 (Wednesday, October 13, 2021)</title>
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[Federal Register Volume 86, Number 195 (Wednesday, October 13, 2021)]
[Notices]
[Pages 56932-56933]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2021-22224]
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ENVIRONMENTAL PROTECTION AGENCY
[EPA-HQ-OMS-2021-0325; FRL- 9068-01-OMS]
Proposed Information Collection Request; Comment Request;
Improving Customer Experience (OMB Circular A-11, Section 280
Implementation)
AGENCY: Environmental Protection Agency (EPA).
ACTION: Notice.
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SUMMARY: The Environmental Protection Agency (EPA) is planning to
submit an information collection request (ICR), Improving Customer
Experience (OMB Circular A-11, Section 280 Implementation) (EPA ICR
Number 2687.01, OMB Control Number 2030-NEW) to the Office of
Management and Budget (OMB) for review and approval in accordance with
the Paperwork Reduction Act. Before doing so, EPA is soliciting public
comments on specific aspects of the proposed information collection as
described below. This is request for approval of a new collection. 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.
DATES: Comments must be submitted on or before December 13, 2021.
ADDRESSES: Submit your comments, referencing Docket ID No. EPA-HQ-OMS-
2021-0325 online using <a href="http://www.regulations.gov">www.regulations.gov</a> (our preferred method) or by
mail to: EPA Docket Center, Environmental Protection Agency, Mail Code
28221T, 1200 Pennsylvania Ave. NW, Washington, DC 20460.
EPA's policy is that all comments received will be included in the
public docket without change including any personal information
provided, unless the comment includes profanity, threats, information
claimed to be Confidential Business Information (CBI) or other
information whose disclosure is restricted by statute.
FOR FURTHER INFORMATION CONTACT: Toni Krasnic, Customer Advocacy and
Communications Division, Office of Customer Advocacy, Policy and
Portfolio Management, Environmental Protection Agency, 1200
Pennsylvania Ave. NW, Washington, DC 20460; telephone number: 202-564-
0984; email address: <a href="/cdn-cgi/l/email-protection#3a51485b49545359144e5554537a5f4a5b145d554c"><span class="__cf_email__" data-cfemail="48233a293b26212b663c272621082d3829662f273e">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: Supporting documents, which explain in
detail the information that the EPA will be collecting, are available
in the public docket for this ICR. The docket can be viewed online at
<a href="http://www.regulations.gov">www.regulations.gov</a> or in person at the EPA Docket Center, WJC West,
Room 3334, 1301 Constitution Ave. NW, Washington, DC. The telephone
number for the Docket Center is 202-566-1744. For additional
information about EPA's public docket, visit <a href="https://www.epa.gov/dockets">https://www.epa.gov/dockets</a>.
Pursuant to section 3506(c)(2)(A) of the PRA, EPA is soliciting
comments and information to enable it to: (i) Evaluate whether the
proposed collection of information is necessary for the proper
performance of the functions of the Agency, including whether the
information will have practical utility; (ii) evaluate the accuracy of
the Agency's estimate of the burden of the proposed collection of
information, including the validity of the methodology and assumptions
used; (iii) enhance the quality, utility, and clarity of the
information to be collected; and (iv) minimize the burden of the
collection of information on those who are to respond, including
through the use of appropriate automated electronic, mechanical, or
other technological collection techniques or other forms of information
technology, e.g., permitting electronic submission of responses. EPA
will consider the comments received and amend the ICR as appropriate.
The final ICR package will then be submitted to OMB for review and
approval. At that time, EPA will issue another Federal Register notice
to announce the submission of the ICR to OMB and the opportunity to
submit additional comments to OMB.
Abstract: Creating 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. EPA 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.
EPA will collect this information by electronic means when
possible, as well as by mail, fax, telephone, technical discussions,
and in-person interviews. EPA may also utilize observational techniques
to collect this information.
Form Numbers: None.
Respondents/affected entities: 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.
Respondent's obligation to respond: Voluntary.
Estimated number of respondents: 2,001,550 (total).
Frequency of response: Varies.
Total estimated burden: 101,125 hours (per year). Burden is defined
at 5 CFR 1320.03(b).
Total estimated cost: $0 (per year), includes $0 annualized capital
or operation & maintenance costs.
[[Page 56933]]
Changes in estimates: This is a new collection.
Krysti Wells,
Director, Office of Customer Advocacy, Policy and Portfolio Management.
[FR Doc. 2021-22224 Filed 10-12-21; 8:45 am]
BILLING CODE 6560-50-P
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