Notice2022-07151
Agency Information Collection Activity: United States Digital Service (USDS), Office of Management and Budget Collection of Formative Research on Agency Service Delivery
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
April 5, 2022
Issuing agencies
Management and Budget Office
Abstract
The United States Digital Service (USDS) within the Office of Management and Budget is announcing an opportunity for public comment on a new proposed collection of information by the agency. In compliance with the Paperwork Reduction Act (PRA) of 1995, USDS has submitted the collection of information to the Office of Management and Budget (OMB) for review. The PRA submission describes the nature of the information collection and its expected cost and burden.
Full Text
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<title>Federal Register, Volume 87 Issue 65 (Tuesday, April 5, 2022)</title>
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[Federal Register Volume 87, Number 65 (Tuesday, April 5, 2022)]
[Notices]
[Pages 19713-19715]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-07151]
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OFFICE OF MANAGEMENT AND BUDGET
[OMB Control No. 0348-NEW]
Agency Information Collection Activity: United States Digital
Service (USDS), Office of Management and Budget Collection of Formative
Research on Agency Service Delivery
AGENCY: United States Digital Service (USDS), Office of Management and
Budget.
ACTION: Notice and request for public comment.
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SUMMARY: The United States Digital Service (USDS) within the Office of
Management and Budget is announcing an opportunity for public comment
on a new proposed collection of information by the agency. In
compliance with the Paperwork Reduction Act (PRA) of 1995, USDS has
submitted the collection of information to the Office of Management and
Budget (OMB) for review. The PRA submission describes the nature of the
information collection and its expected cost and burden.
DATES: Consideration will be given to all comments received on or
before May 5, 2022.
ADDRESSES: 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
[[Page 19714]]
search function. Refer to ``OMB Control No. 0348-NEW.''
FOR FURTHER INFORMATION CONTACT: Requests for additional information
should be directed to Rachel Sauter, who may be reached at 202-881-7793
or <a href="/cdn-cgi/l/email-protection#7b291a18131e17553e55281a0e0f1e093b141619551e140b551c140d"><span class="__cf_email__" data-cfemail="520033313a373e7c177c013327263720123d3f307c373d227c353d24">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: On December 1, 2021, at 86 FR 68287, USDS
published a Federal Register notice providing an initial 60 days for
the submission of comments on the proposed information collection. USDS
received zero comments.
Purpose
Under the PRA (44 U.S.C. 3501-3520), Federal agencies must obtain
approval from the Office of Management and Budget (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 certain agency requests or requirements that members of the
public submit reports, keep records, or provide information to a third
party. Section 3507(a)(1)(D) of the PRA (44 U.S.C. 3507(a)(1)(D))
requires Federal agencies to publish a 30-day notice in the Federal
Register notifying the public that a proposed collection of information
has been submitted to OMB for review. To comply with that requirement,
USDS is publishing this notice that it has submitted a proposed
collection of information to OMB for generic clearance. OMB may not
approve the proposed collection until after May 5, 2022.
Overview of This Information Collection
The mission of USDS is to deliver better government services
through technology and design. In support of that mission, USDS engages
directly with program applicants and beneficiaries, and other people
who use or need to use the government systems and services we are
helping to improve, and incorporates their feedback into our work and
recommendations. By employing human-centered design practices like user
research, USDS prioritizes the user's needs and learns what works as
quickly as possible, saving time and money while improving services to
the public. USDS deploys small, responsive groups of designers,
engineers, product managers, and other specialists to work with and
empower civil servants, working with many agencies simultaneously.
Under this generic clearance, USDS would engage in a variety of
formative data collections with people who use or need to use
government systems and services, such as program participants,
practitioners, and service providers. The data collections would occur
primarily through Discovery Sprints, which are short research projects
designed to quickly understand complexities of systems or services in
order to identify issues with service delivery, their root causes, and
opportunities for improvement. Data collections would also occur during
longer projects, as needed. USDS's research serves to provide further
understanding of whether people engaging directly with government
services are having an effective, efficient, and satisfying experience.
USDS anticipates undertaking a variety of new research projects related
to social safety net and general welfare programs, economic recovery
efforts, healthcare, and more. Many Federal agencies and field offices
find a need to learn more about the public's perceptions, experiences
and expectations; early warnings of issues with service delivery; or
areas where communication, training or changes in operations might
improve delivery of products or services.
USDS envisions using a variety of techniques, including:
<bullet> Pre-study self-identification questionnaires
<bullet> Unmoderated comment cards/complaint forms
<bullet> Unmoderated qualitative user experience surveys (e.g., post-
transaction surveys; opt-out web surveys)
<bullet> Unmoderated information architecture evaluative methods (e.g.,
card sorts; tree tests)
<bullet> Unmoderated content evaluative methods
<bullet> Long-term behavior and experience studies (e.g., diary study)
<bullet> Focus groups
<bullet> User research studies (e.g., user interviews; usability tests)
<bullet> Program assessment questionnaires
Overall, this research will be designed to fulfill the following
goals: (1) Discover barriers to access that create inequities for users
of government systems and services; (2) inform the development of USDS
and agency research, (3) discover early warnings of issues with service
delivery; and (4) focus attention on areas where communication,
training or changes in operations might improve delivery of products or
services. These collections will allow for ongoing, collaborative, and
actionable communications between Federal agencies and the public. It
will also allow feedback to contribute directly to the improvement of
program management.
Following standard OMB requirements, USDS will submit a generic
clearance information request for each individual data collection
activity. Each request will include the individual instrument(s), a
justification specific to the individual information collection, and
any supplementary documents. OMB will attempt to review requests within
10 days of submission.
Information collected under this generic clearance will not be used
to inform public policy (e.g., who is eligible for or receives benefits
and services); rather, the findings are meant to inform USDS and
internal agency discussions about opportunities to improve service
delivery. The information collected in this effort will not be the
primary subject of any published agency reports. Information gathered
will be used only internally for general service improvement and
program management purposes and is not intended for release outside of
the agency. Information gathered will yield qualitative information;
the collections will not be designed or expected to yield statistically
representative results, but rather provide insight about the challenges
that subsets of stakeholders face. All collections will be voluntary,
non-controversial, and do not raise issues of concern to other Federal
Agencies.
The information collected in this effort may be made public through
methodological appendices or footnotes, reports on instrument
development, instrument user guides, descriptions of respondent
behavior, and other publications or presentations describing findings
of methodological interest. The results of this pre-testing research
may be prepared for presentation at professional meetings or
publication in professional journals. When necessary, in presenting
findings, we will describe the study methods and limitations with
regard to generalizability, and results will be labeled as exploratory
in nature.
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.
For further information contact: Rachel Sauter, 202-881-7793,
<a href="/cdn-cgi/l/email-protection#247645474c41480a610a774551504156644b49460a414b540a434b52"><span class="__cf_email__" data-cfemail="bae8dbd9d2dfd694ff94e9dbcfcedfc8fad5d7d894dfd5ca94ddd5cc">[email protected]</span></a>.
Type of review: New.
Title of the collection of information: United States Digital
Service (USDS), Office of Management and Budget Collection of Formative
Research on Agency Service Delivery.
Affected public: Key stakeholder groups involved in specific
Federal and State-administered programs; state or local government
officials; participants
[[Page 19715]]
in specific Federal and State-administered programs or similar
comparison groups; and experts in fields pertaining to specific Federal
and State research and programs.
USDS estimates that the total burden of this information collection
over a three-year period will be 20,676 hours. USDS estimates that the
annual burden of this information collection is as follows, with one
response per respondent:
Estimated Annual Burden
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Number of Minutes per
Type of collection respondents response Total hours
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Pre-study self-identification questionnaire..................... 10,000 5 833
Unmoderated comment cards/complaint forms....................... 2,500 5 208
Unmoderated qualitative user experience questionnaire........... 2,500 30 1,250
Unmoderated information architecture evaluative methods......... 800 60 800
Unmoderated content evaluative methods.......................... 800 60 800
Long-term behavior and experience studies....................... 50 300 250
Focus groups.................................................... 100 60 100
User research studies........................................... 2,500 60 2,500
Program assessment questionnaires............................... 300 30 150
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Total....................................................... 19,550 610 6,892
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Authority: USDS is undertaking the collections at the discretion of
the agency, and under the general authority of 44 U.S.C. 3504 and the
Information Technology Oversight and Reform (ITOR) fund, as provided by
the Consolidated Appropriations Act, 2021, Division E, Title II, Pub.
L. 116-230.
Mina Hsiang,
Administrator, United States Digital Service.
[FR Doc. 2022-07151 Filed 4-4-22; 8:45 am]
BILLING CODE 3110-05-P
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