Notice2022-07977
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
April 14, 2022
Issuing agencies
Management and Budget Office
Abstract
The Office of Management and Budget (OMB) has under 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 72 (Thursday, April 14, 2022)</title>
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[Federal Register Volume 87, Number 72 (Thursday, April 14, 2022)]
[Notices]
[Pages 22236-22237]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-07977]
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OFFICE OF MANAGEMENT AND BUDGET
[OMB Control No. 0348-NEW]
Information Collection; Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation)
AGENCY: Office of Management and Budget.
ACTION: Notice; request for comment.
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SUMMARY: The Office of Management and Budget (OMB) has under 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: Comments must be received by May 16, 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 search function.
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#b3d2dedac1d29dd09dd1dcdfd2ddd7f3dcded19dd6dcc39dd4dcc5"><span class="__cf_email__" data-cfemail="07666a6e756629642965686b66696347686a652962687729606871">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: 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 are 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. 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 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 data collected will be evaluated and 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
definitions of--and more information
[[Page 22237]]
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.
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.
OMB 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 performance.gov;
<bullet> Summaries of customer research and user testing activities
may be included in public-facing customer journey maps or summaries;
and
<bullet> Additional release of data must be coordinated with OMB.
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: Individuals and households; businesses and
organizations; State, local, territorial, or Tribal governments.
Estimated Number of Respondents: Below is a preliminary estimate of
the aggregate burden hours for this new collection. OMB 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: 2-60 minutes, dependent upon
activity.
Burden Hours: OMB estimates approximately 101,125 burden hours.
Request for Comments: Comments are invited on: (a) Whether the
proposed 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 (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. In general, comments submitted in
response to this notice will be summarized and/or included in the
request for approval of this information collection; they also will
become a matter of public record.
Jason S. Miller,
Deputy Director of Management.
[FR Doc. 2022-07977 Filed 4-13-22; 8:45 am]
BILLING CODE 3110-01-P
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