Notice2022-10584
Supplemental Notice of 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
May 17, 2022
Issuing agencies
Transportation Department
Abstract
The U.S. Department of Transportation has re-initiated OMB review of the following proposed Information Collection Request "Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)" for approval under the Paperwork Reduction Act (PRA). The U.S. Department of Transportation previously initiated, but did not complete, such review under 85 FR 64614.
Full Text
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<title>Federal Register, Volume 87 Issue 95 (Tuesday, May 17, 2022)</title>
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[Federal Register Volume 87, Number 95 (Tuesday, May 17, 2022)]
[Notices]
[Pages 30000-30001]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-10584]
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DEPARTMENT OF TRANSPORTATION
[OMB Control No. 2105-XXXX; Docket No. DOT-OST-2020-0084]
Supplemental Notice of Information Collection; Improving Customer
Experience (OMB Circular A-11, Section 280 Implementation)
AGENCY: Department of Transportation.
ACTION: Supplemental Notice; request for comment.
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SUMMARY: The U.S. Department of Transportation has re-initiated OMB
review of the following proposed Information Collection Request
``Improving Customer Experience (OMB Circular A-11, Section 280
Implementation)'' for approval under the Paperwork Reduction Act (PRA).
The U.S. Department of Transportation previously initiated, but did not
complete, such review under 85 FR 64614.
DATES: Submit comments on or before: June 16, 2022.
ADDRESSES: Submit comments identified by Information Collection 2105-
XXXX, 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.
<bullet> Mail: U.S. Department of Transportation, Office of the
Chief Information Officer, 1200 New Jersey Avenue SE, Washington, DC
20590. ATTN: Chief Data Officer/IC 2105-XXXX, Improving Customer
Experience (OMB Circular A-11, Section 280 Implementation).
Instructions: Please submit comments only and cite Information
Collection 2105-XXXX, 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
[[Page 30001]]
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, or via email to
<a href="/cdn-cgi/l/email-protection#c6a7abafb4a7e8a5e8a4a9aaa7a8a286a9aba4e8a3a9b6e8a1a9b0"><span class="__cf_email__" data-cfemail="dabbb7b3a8bbf4b9f4b8b5b6bbb4be9ab5b7b8f4bfb5aaf4bdb5ac">[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.
The U.S. Department of Transportation 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: Supplementary Notice of 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. U.S. Department of
Transportation 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: U.S. Department of Transportation requests
approximately 101,125 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
Regulations.gov.
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.
Daniel Morgan,
Assistant Chief Information Officer for Data Services/Chief Data
Officer.
[FR Doc. 2022-10584 Filed 5-16-22; 8:45 am]
BILLING CODE 4910-9X-P
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