Notice2022-04307
Submission for OMB Review; Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Primary source
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Published
March 2, 2022
Issuing agencies
General Services Administration
Abstract
The General Services Administration (GSA) 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).
Full Text
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<title>Federal Register, Volume 87 Issue 41 (Wednesday, March 2, 2022)</title>
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[Federal Register Volume 87, Number 41 (Wednesday, March 2, 2022)]
[Notices]
[Pages 11709-11710]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-04307]
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GENERAL SERVICES ADMINISTRATION
[OMB Control No. 3090-XXXX; Docket No. 2021-0001; Sequence No. 16]
Submission for OMB Review; Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: General Services Administration.
ACTION: Notice; request for comment.
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SUMMARY: The General Services Administration (GSA) 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).
DATES: Submit comments on or before: April 1, 2022.
ADDRESSES: Written comments and recommendations for this 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 Review--Open for Public
Comments'' or by using the search function.
FOR FURTHER INFORMATION CONTACT: Requests for additional information
should be directed to Camille Tucker, U.S. General Services
Administration, 1800 F Street NW, Washington, DC 20405, via phone at
202-603-2666, or email to <a href="/cdn-cgi/l/email-protection#3754424443585a5245524f4752455e525954527750445619505841"><span class="__cf_email__" data-cfemail="7714020403181a1205120f0712051e121914123710041659101801">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
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
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.
GSA 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.
[[Page 11710]]
Current Action: New Collection of Information.
Type of Review: New.
Affected Public: Individuals and Households, Businesses and
Organizations, State, Local or Tribal Government.
Estimated Number of Respondents: Below is a preliminary estimate of
the aggregate burden hours for this new collection. GSA 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: 2,001,550.
Average Minutes per Response: 2 minutes--60 minutes, dependent upon
activity.
Burden Hours: GSA requests approximately 101,125 burden hours.
Request for Comments: GSA 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 and/or included in the request for OMB
approval of this information collection; they also will become a matter
of public record.
Obtaining Copies of Proposals: Requesters may obtain a copy of the
information collection documents from the GSA Regulatory Secretariat
Division, by calling 202-501-4755 or emailing <a href="/cdn-cgi/l/email-protection#65223624370002360006250216044b020a13"><span class="__cf_email__" data-cfemail="6d2a3e2c3f080a3e080e2d0a1e0c430a021b">[email protected]</span></a>.
Beth Anne Killoran,
Deputy Chief Information Officer.
[FR Doc. 2022-04307 Filed 3-1-22; 8:45 am]
BILLING CODE 6820-34-P
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