Notice2022-00662
Information Collection; 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
January 14, 2022
Issuing agencies
Management and Budget Office
Abstract
The Office of Management and Budget (OMB) as part of its continuing effort to reduce paperwork and respondent burden, is announcing an opportunity for public comment on a new proposed collection of information by the Agency. Under the Paperwork Reduction Act of 1995 (PRA), Federal Agencies are required to publish notice in the Federal Register concerning each proposed collection of information, and to allow 60 days for public comment in response to the notice. This notice solicits comments on new collection proposed by the Agency.
Full Text
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<title>Federal Register, Volume 87 Issue 10 (Friday, January 14, 2022)</title>
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[Federal Register Volume 87, Number 10 (Friday, January 14, 2022)]
[Notices]
[Pages 2458-2459]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-00662]
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OFFICE OF MANAGEMENT AND BUDGET
[OMB Control No. O348-NEW]
Information Collection; Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: The Office of Management and Budget.
ACTION: Notice; request for comment.
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SUMMARY: The Office of Management and Budget (OMB) as part of its
continuing effort to reduce paperwork and respondent burden, is
announcing an opportunity for public comment on a new proposed
collection of information by the Agency. Under the Paperwork Reduction
Act of 1995 (PRA), Federal Agencies are required to publish notice in
the Federal Register concerning each proposed collection of
information, and to allow 60 days for public comment in response to the
notice. This notice solicits comments on new collection proposed by the
Agency.
DATES: Submit comments on or before: March 15, 2022.
ADDRESSES: Submit comments identified by Information Collection 0348-
NEW, 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.
Instructions: Please submit comments only and cite Information
Collection 0348-NEW, 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, 202-395-0380, or via email to
<a href="/cdn-cgi/l/email-protection#3a5b5753485b1459145855565b545e7a555758145f554a145d554c"><span class="__cf_email__" data-cfemail="2a4b4743584b0449044845464b444e6a454748044f455a044d455c">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
A. Purpose
Under the PRA, (44 U.S.C. 3501-3520) Federal Agencies must obtain
approval from 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 information, including each
proposed extension of an existing collection of information, before
submitting the collection to OMB for approval. To comply with this
requirement, OMB 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 on Forrester's 2020 CX Index, the Federal sector's
average score is 10.7 points behind the private sector average and
lower than any other industry or sector studied. Nearly half of the
bottom 5% of the U.S. CX Index Rankings are Federal agencies.
The President's Management Agenda (see <a href="https://www.performance.gov/PMA">https://www.performance.gov/PMA</a>) prioritizes efforts to improve the experience of those the
Government serves--all of the people, families, businesses,
organizations, and communities across America, especially those
communities that have been historically underserved by Government, when
they use Government services. This focus on customer experience will
not only improve the delivery, efficiency, security, and effectiveness
of our Government programs, it will advance equity and enhance everyday
interactions with public services and uplift the lives of those who
need them the most. To support this, OMB Circular A-11 Section 280
establishes Government-wide standards for mature customer experience
organizations in government and measurement. In order for Federal
programs to design and deliver the experience taxpayers deserve, they
must often undertake three general categories of activities: Conduct
ongoing customer research, gather and share customer feedback, and test
services and digital products. Both the PMA and Section 280 charge the
President's Management Council--the primary Government-wide body that
advises the President and OMB on management issues that span agencies--
with the routine designation of cross-agency ``life experiences'' for
improvement (such as turning 65, surviving a natural disaster, or
having a child) that do not fit neatly within one agency's mission
area.
For these projects, OMB designers and staff, such as the those on
the Federal Customer Experience team or at the U.S. Digital Service,
may lead and coordinate information collections in service of cross-
agency life experience improvement efforts. 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. OMB 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,
where appropriate.
The results of the data collected will be used to improve the
delivery of Federal services and programs, and in particular, those
experiences that are more Government-wide in nature. It will include
the creation of customer personas, customer journey maps (for a
definition of and more information on customer personas and journey
maps, see <a href="https://performance.gov/cx/projects">https://performance.gov/cx/projects</a>), 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
OMB will collect this information by electronic means when
possible, as well as by mail, fax, telephone, technical discussions,
and in-person interviews. OMB may also utilize observational techniques
to collect this information.
Data
Form Number(s): None.
Type of Review: New.
B. Annual Reporting Burden
Affected Public: 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
[[Page 2459]]
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, Tribal, or
territorial governments; and universities.
Estimated Number of Respondents: 2,001,550.
Estimated Time 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 1.5 hours to
participate in an interview.
Estimated Total Annual Burden Hours: 101,125.
Estimated Total Annual Cost to Public: $2,737,454.
C. Public Comments
OMB invites comments on: (a) 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; (b) the accuracy of the agency's estimate of the burden
(including hours and cost) of the proposed collection of information;
(c) ways to enhance the quality, utility, and clarity of the
information to be collected; and (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. Comments submitted in response to this notice will be
summarized or included in the request for OMB approval of this
information collection; they also will become a matter of public
record.
Jason S. Miller,
Deputy Director of Management.
[FR Doc. 2022-00662 Filed 1-13-22; 8:45 am]
BILLING CODE 3110-01-P
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