Notice2021-26255
Information Collection: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Primary source
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Published
December 3, 2021
Issuing agencies
National Foundation on the Arts and the HumanitiesInstitute of Museum and Library Services
Abstract
The Institute of Museum and Library Services (IMLS) 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). This program helps to ensure that requested data can be provided in the desired format, reporting burden (time and financial resources) is minimized, collection instruments are clearly understood, and the impact of collection requirements on respondents can be properly assessed. This Notice proposes a generic clearance to gather customer and stakeholder feedback via customer interviews, feedback surveys, and rapid feedback user testing of website experiences in order to improve customer experience with IMLS services of various kinds. For more information on the types of proposed information collection requests IMLS may make under this clearance, contact the individual listed below in the FOR FURTHER INFORMATION CONTACT section of this Notice.
Full Text
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<title>Federal Register, Volume 86 Issue 230 (Friday, December 3, 2021)</title>
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[Federal Register Volume 86, Number 230 (Friday, December 3, 2021)]
[Notices]
[Pages 68686-68687]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2021-26255]
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NATIONAL FOUNDATION FOR THE ARTS AND THE HUMANITIES
Institute of Museum and Library Services
Information Collection: Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: Institute of Museum and Library Services, National Foundation
for the Arts and the Humanities.
ACTION: Notice; request for comment.
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SUMMARY: The Institute of Museum and Library Services (IMLS) 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).
This program helps to ensure that requested data can be provided in the
desired format, reporting burden (time and financial resources) is
minimized, collection instruments are clearly understood, and the
impact of collection requirements on respondents can be properly
assessed. This Notice proposes a generic clearance to gather customer
and stakeholder feedback via customer interviews, feedback surveys, and
rapid feedback user testing of website experiences in order to improve
customer experience with IMLS services of various kinds. For more
information on the types of proposed information collection requests
IMLS may make under this clearance, contact the individual listed below
in the FOR FURTHER INFORMATION CONTACT section of this Notice.
DATES: Submit comments on or before January 2, 2022.
ADDRESSES: Submit comments identified by Information Collection 3137-
NEW, Improving Customer Experience (OMB Circular A-11, Section 280
Implementation) to <a href="http://www.reginfo.gov/public/do/PRAMain">www.reginfo.gov/public/do/PRAMain</a>. Find this
particular information collection request by selecting ``Institute of
Museum and Library Services'' under ``Currently Under Review;'' then
check ``Only Show ICR for Public Comment'' checkbox. Once you have
found this information collection request, select ``Comment,'' and
enter or upload your comment and information. Alternatively, please
mail your written comments to Office of Information and Regulatory
Affairs, Attn.: OMB Desk Officer for Education, Office of Management
and Budget, Room 10235, Washington, DC 20503, or call (202) 395-7316.
[[Page 68687]]
Instructions: Please submit comments only and cite Information
Collection 3137-NEW, Improving Customer Experience (OMB Circular A-11,
Section 280 Implementation) in all correspondence related to this
collection.
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, by phone at 202-881-9453, or via
email to <a href="/cdn-cgi/l/email-protection#d3b2bebaa1b2fdb0fdb1bcbfb2bdb793bcbeb1fdb6bca3fdb4bca5"><span class="__cf_email__" data-cfemail="a5c4c8ccd7c48bc68bc7cac9c4cbc1e5cac8c78bc0cad58bc2cad3">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: The Institute of Museum and Library Services
is the primary source of federal support for the nation's libraries and
museums. We advance, support, and empower America's museums, libraries,
and related organizations through grant making, research, and policy
development. To learn more, visit <a href="http://www.imls.gov">www.imls.gov</a>.
Title: Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
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
to improve customer service delivery as discussed in Section 280 of OMB
Circular A-11 at <a href="https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf">https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.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.
IMLS 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.
Current Action: New Collection of Information.
Type of Review: New.
Affected Public: Museums, Libraries, Institutions of Higher
Education, Non-profits, State, Local or Tribal Government.
Estimated Number of Respondents: Below is a preliminary estimate of
the aggregate burden hours for this new collection. IMLS will provide
refined estimates of burden in subsequent notices.
Average Expected Annual Number of Activities: Three types of
customer experience activities: Interviews, feedback surveys, and user
testing.
Average Number of Respondents per Activity: 1 response per
respondent per activity.
Annual Responses: 2,740.
Average Minutes per Response: Varied, dependent upon the data
collection method used. The possible response time to complete a
questionnaire or survey may be 3 minutes or up to 30 minutes to
participate in an interview.
Burden Hours: IMLS requests approximately 454 burden hours.
Request for Comments: 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.
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.
Dated: November 29, 2021.
Suzanne Mbollo,
Grants Management Specialist, Institute of Museum and Library Services.
[FR Doc. 2021-26255 Filed 12-2-21; 8:45 am]
BILLING CODE 7036-01-P
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