Notice2022-18026
Submission for OMB Review; Improving Customer Experience-Implementation of Section 280 of OMB Circular A-11
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
August 22, 2022
Issuing agencies
General Services Administration
Abstract
Under the provisions of the Paperwork Reduction Act, the Regulatory Secretariat Division will be submitting to the Office of Management and Budget (OMB) a request to review and approve an extension without change to an existing information collection requirement regarding the Implementation of Section 280 of OMB Circular A-11--"Improving Customer Experience".
Full Text
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<title>Federal Register, Volume 87 Issue 161 (Monday, August 22, 2022)</title>
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[Federal Register Volume 87, Number 161 (Monday, August 22, 2022)]
[Notices]
[Pages 51424-51426]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-18026]
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GENERAL SERVICES ADMINISTRATION
[OMB Control No. 3090-0321; Docket No. 2022-0001; Sequence No. 10]
Submission for OMB Review; Improving Customer Experience--
Implementation of Section 280 of OMB Circular A-11
AGENCY: General Services Administration (GSA).
ACTION: Notice and request for comments.
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SUMMARY: Under the provisions of the Paperwork Reduction Act, the
Regulatory Secretariat Division will be submitting to the Office of
Management and Budget (OMB) a request to review and approve an
extension without change to an existing information collection
requirement regarding the Implementation of Section 280 of OMB
[[Page 51425]]
Circular A-11--``Improving Customer Experience''.
DATES: Submit comments on or before September 21, 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 Amira Boland, 202-501-4755, or via email to
<a href="/cdn-cgi/l/email-protection#1a5d495b487f7d497f795a7d697b347d756c"><span class="__cf_email__" data-cfemail="abecf8eaf9ceccf8cec8ebccd8ca85ccc4dd">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
A. Purpose
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 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.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf">https://www.whitehouse.gov/wp-content/uploads/2018/06/s280.pdf</a>.
Section 280.7 established seven domains for measuring customer
experience.
<bullet> Overall: (1) Satisfaction, (2) Confidence/Trust
<bullet> Service: (3) Quality
<bullet> Process: (4) Ease/Simplicity, (5) Efficiency/Speed, (6)
Equity/Transparency
<bullet> People: (7) Employee Helpfulness
All High Impact Service Providers listed at <a href="https://www.performance.gov/cx/HISPList.pdf">https://www.performance.gov/cx/HISPList.pdf</a> are required to ask questions in
these domains of their customers. However, all agencies are encouraged
to conduct their customer experience measurement in line with these
standard measures.
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. For the purposes of this collection, Federal customer
experience will focus on real-time transaction-level measures.
The 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.
For reference, the questions (also available on
<a href="http://www.performance.gov">www.performance.gov</a>) are below. All are on a Likert Scale from 1 to 5
(1=strongly disagree to 5=strongly agree (except free text questions)).
[Landing Page]
1. I am satisfied with the service I received from [Program/Service
name].)
2. This interaction increased my confidence in [Program/Service
name]. OR I trust [Agency/Program/Service name] to fulfill our
country's commitment to [relevant population].
3. Anything you want to tell us about your scores above? (free
text)
4. Would you like to take two more minutes to answer five more
questions to help us improve our services? (Y/N)
[Page 2 if Respondent Answered Y--Programs Will Select What Is
Applicable to Them]
5. My need was addressed.
6. It was easy to complete what I needed to do.
7. It took a reasonable amount of time to do what I needed to do.
8. I was treated fairly.
9. Employees I interacted with were helpful.
10. Which service center did you visit today? OR ``which service
did you call about today?''
11. Anything else you'd like to share with us? (free text)
Following review and disposition of public comments on this 60-day
notice, GSA will submit to OMB a 30-day notice. Upon renewal of the
collection, GSA will continue to submit collections on behalf of the
following agencies for approval: Department of Agriculture, Department
of Commerce, Department of Defense, Department of Education, Department
of Energy, Department of Health and Human Services, Department of
Homeland Security Department of Housing and Urban Development,
Department of the Interior, Department of Justice, Department of Labor
Department of State, United States Agency for International
Development, the General Services Administration, Department of
Transportation, Department of the Treasury, Department of Veterans
Affairs, Environmental Protection Agency, National Aeronautics and
Space Administration, the Consumer Financial Protection Bureau,
National Science Foundation, Nuclear Regulatory Commission, the Small
Business Administration, the Office of Personnel Management, and Social
Security Administration.
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 collecting the
information, all or a subset of information may be released only on
<a href="http://performance.gov">performance.gov</a>. Release of any other data must be discussed with OMB
before release.
Public responses to these individual collections will provide
insight on improving services offered to the public. If this
information is not collected, vital feedback from customers and
stakeholders on services will be unavailable.
B. Annual Reporting Burden
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
[[Page 51426]]
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.
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 collection.
Average Expected Annual Number of Activities: Approximately 50
customer feedback surveys.
Average Number of Respondents per Activity: Range varies greatly
depending on Federal Service.
Annual Responses: Approximately 40,000,000.
Average Minutes per Response: 3 minutes.
Burden Hours: 2,000,000.
C. Public Comments
A 60-day notice published in the Federal Register at 87 FR 36325 on
June 16, 2022. No comments were received. The 60-day notice was
published as a request for a new information collection. This 30-day
notice corrects that language and is confirmation that the 60 and 30-
day notices will serve as a request for renewal and extension without
change.
Beth Anne Killoran,
Deputy Chief Information Officer.
[FR Doc. 2022-18026 Filed 8-19-22; 8:45 am]
BILLING CODE 6820-34-P
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