Notice2022-19787
Comment Request for Review of a Generic Information Collection: Customer Experience Feedback
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
September 13, 2022
Issuing agencies
Personnel Management Office
Abstract
The Office of Personnel Management (OPM) intends to submit to the Office of Management and Budget (OMB) a request for review of a generic clearance to collect qualitative feedback on OPM Healthcare and Insurance programs' service delivery. Approval of this generic collection is necessary to garner customer and stakeholder feedback in an efficient, timely manner, in accordance with our commitment to improving service delivery.
Full Text
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<title>Federal Register, Volume 87 Issue 176 (Tuesday, September 13, 2022)</title>
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[Federal Register Volume 87, Number 176 (Tuesday, September 13, 2022)]
[Notices]
[Page 56094]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-19787]
[[Page 56094]]
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OFFICE OF PERSONNEL MANAGEMENT
Comment Request for Review of a Generic Information Collection:
Customer Experience Feedback
AGENCY: Office of Personnel Management.
ACTION: 60-Day notice and request for comments.
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SUMMARY: The Office of Personnel Management (OPM) intends to submit to
the Office of Management and Budget (OMB) a request for review of a
generic clearance to collect qualitative feedback on OPM Healthcare and
Insurance programs' service delivery. Approval of this generic
collection is necessary to garner customer and stakeholder feedback in
an efficient, timely manner, in accordance with our commitment to
improving service delivery.
DATES: Comments are encouraged and will be accepted until November 14,
2022.
ADDRESSES: Federal Rulemaking Portal: <a href="http://www.regulations.gov">http://www.regulations.gov</a>.
All submissions received must include the agency name and docket
number for this Federal Register document. The general policy for
comments and other submissions from members of the public is to make
these submissions available for public viewing on the internet at
<a href="http://www.regulations.gov">http://www.regulations.gov</a> as they are received without change,
including any personal identifiers or contact information.
FOR FURTHER INFORMATION CONTACT: A copy of this information collection
request, with applicable supporting documentation, may be obtained by
contacting OPM/Healthcare and Insurance, Office of Personnel
Management, 1900 E Street NW, Washington, DC 20415, Attention: M.
Fatima Moghis or email to <a href="/cdn-cgi/l/email-protection#0f696e7b66626e2162606867667c4f607f6221686079"><span class="__cf_email__" data-cfemail="f29493869b9f93dc9f9d959a9b81b29d829fdc959d84">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: As required by the Paperwork Reduction Act
of 1995, (Pub. L. 104-13, 44 U.S.C. chapter 35) as amended by the
Clinger-Cohen Act (Pub. L. 104-106), OPM is soliciting comments for
this collection. Comments are particularly invited on:
1. 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;
2. Whether our estimate of the public burden of this collection is
accurate, and based on valid assumptions and methodology; and
3. Ways in which we can minimize the burden of the collection of
information on those who are to respond, through the use of the
appropriate technological collection techniques or other forms of
information technology.
OPM Healthcare and Insurance contracts with health insurance
carriers to provide benefits to Federal employees, annuitants, family
members and other eligible groups. The functions are authorized by
various statutes and regulations: chapter 89 of Title 5, United States
Codes and sections 890 and 892 of Title 5, Code of Federal Regulations.
Improving our programs requires assessment of service delivery. The
information collected from our customers and stakeholders will help
ensure that users have an effective, efficient, and satisfying
experience with OPM Healthcare and Insurance programs. This feedback
will provide insights into customer or stakeholder perceptions,
experiences and expectations, provide an early warning of issues with
products or service, or 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 OPM Healthcare and Insurance and its
customers and stakeholders. It will also allow feedback to contribute
directly to the improvement of program management. If this information
is not collected, vital feedback from customers and stakeholders on OPM
Healthcare and Insurance services will be unavailable.
OPM Healthcare and Insurance will collect, analyze, and interpret
information gathered through this generic clearance to identify
strengths and weaknesses of current programs and services and make
improvements based on feedback. The solicitation of feedback will
target areas such as: appropriateness and usefulness of programs, and
efficiency of service delivery. Responses will be assessed to plan and
inform efforts to improve or maintain the quality of service offered to
customers and stakeholders. OPM Healthcare and Insurance will collect
information electronically and/or use online collaboration tools as
appropriate to reduce the burden.
The types of collections that this generic clearance covers
include, but are not limited to:
<bullet> Small discussion groups;
<bullet> Focus Groups of customers, potential customers, delivery
partners, or other stakeholders;
<bullet> Qualitative customer satisfaction surveys (e.g., post-
transaction surveys; opt-out web surveys);
<bullet> In-person observation testing (e.g., website or software
usability tests).
Without these types of feedback, OPM Healthcare and Insurance will
not have timely information to adjust its services to meet customer
needs.
Analysis
Agency: U.S. Office of Personnel Management.
Title: OPM Healthcare and Insurance Customer Experience Feedback.
OMB: 3206-NEW.
Frequency: On occasion.
Affected Public: Government employees and individuals.
Number of Respondents: 5,000,000.
Estimated Time per Respondent: 1 hour.
Total Burden Hours: 500,000,000 hours.
Office of Personnel Management
Stephen Hickman,
Federal Register Liaison.
[FR Doc. 2022-19787 Filed 9-12-22; 8:45 am]
BILLING CODE 6325-43-P
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