Notice2022-22790
Agency Information Collection Activity: Clearance for A-11 Section 280 Improving Customer Experience Information Collection
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
October 20, 2022
Issuing agencies
Veterans Affairs Department
Abstract
The Department of Veterans Affairs, as part of its continuing effort to reduce paperwork and respondent burden, invites the general public and other Federal agencies to take this opportunity to comment on proposed and/or continuing information collections, as required by the Paperwork Reduction Act of 1995.
Full Text
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<title>Federal Register, Volume 87 Issue 202 (Thursday, October 20, 2022)</title>
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[Federal Register Volume 87, Number 202 (Thursday, October 20, 2022)]
[Notices]
[Pages 63857-63858]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-22790]
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DEPARTMENT OF VETERANS AFFAIRS
[OMB Control No. 2900-0876]
Agency Information Collection Activity: Clearance for A-11
Section 280 Improving Customer Experience Information Collection
AGENCY: Veterans Experience Office, Department of Veterans Affairs.
ACTION: Notice.
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SUMMARY: The Department of Veterans Affairs, as part of its continuing
effort to reduce paperwork and respondent burden, invites the general
public and other Federal agencies to take this opportunity to comment
on proposed and/or continuing information collections, as required by
the Paperwork Reduction Act of 1995.
DATES: Written comments and recommendations on the proposed collection
of information should be received on or before December 19, 2022.
ADDRESSES: Submit written comments on the collection of information
through Federal Docket Management System (FDMS) at <a href="http://www.Regulations.gov">www.Regulations.gov</a>
or to Maribel Aponte, Office of Enterprise and Integration, Data
Governance Analytics (008), 810 Vermont Ave. NW, Washington, DC 20006,
(202) 266-4688 or email <a href="/cdn-cgi/l/email-protection#f79a96859e95929bd9968798998392b78196d9909881"><span class="__cf_email__" data-cfemail="6c010d1e050e0900420d1c030218092c1a0d420b031a">[email protected]</span></a>. Please refer to ``OMB
Control No. 2900-0876'' in any correspondence. During the comment
period, comments may be viewed online through FDMS.
FOR FURTHER INFORMATION CONTACT: Maribel Aponte, Office of Enterprise
and Integration, Data Governance Analytics (008), 810 Vermont Ave. NW,
Washington, DC 20006, (202) 266-4688 or email <a href="/cdn-cgi/l/email-protection#503d31223932353c7e31203f3e24351026317e373f26"><span class="__cf_email__" data-cfemail="472a26352e25222b6926372829332207312669202831">[email protected]</span></a>.
Please refer to ``OMB Control No. 2900-0876'' in any correspondence.
SUPPLEMENTARY INFORMATION: Under the PRA of 1995, Federal agencies must
obtain approval from the Office of Management and Budget (OMB) for each
collection of information they conduct or sponsor. This request for
comment is being made pursuant to section 3506(c)(2)(A) of the PRA.
With respect to the following collection of information, VEO
invites comments on: (1) whether the proposed collection of information
is necessary for the proper performance of VEO's functions, including
whether the information will have practical utility; (2) the accuracy
of VEO's estimate of the burden of the proposed collection of
information; (3) ways to enhance the quality, utility, and clarity of
the information to be collected; and (4) ways to minimize the burden of
the collection of information on respondents, including through the use
of automated collection techniques or the use of other forms of
information technology.
Authority: OMB Circular A-11 (2018), section 280.
Title: Clearance for A-11 Section 280 Improving Customer Experience
Information Collection.
OMB Control Number: 2900-0876.
Type of Review: New collection.
Abstract: 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 the 2016 American Consumer
Satisfaction Index and the 2017 Forrester Federal Customer Experience
Index show that, on average, Government services lag nine percentage
points behind the private sector.
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. To support this, OMB
Circular A-11 section 280 established government-wide standards for
mature customer experience organizations in government and measurement.
To enable Federal programs to deliver the experience taxpayers deserve,
they must undertake three general categories of activities: conduct
ongoing customer research, gather and share customer feedback, and test
services and digital products.
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. Veterans Experience Office 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.
The results of the data collected will be used to improve the
delivery of Federal services and programs. It will include the creation
of personas, customer journey maps, and reports and summaries of
customer feedback data and user insights. Veterans Experience Office
will collect this information by electronic means when possible, as
well as by mail, fax, telephone, technical discussions, and in-person
interviews. Veterans Experience Office may also utilize observational
techniques to collect this information.
Collections will be 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. For the purposes of this request,
``customers'' are individuals, businesses, and organizations that
interact with a Federal Government agency or program, either directly
or via a Federal contractor. This could include individuals or
households; businesses or other for-profit organizations; not-for-
profit institutions; State, local or tribal governments; Federal
government; and Universities.
Affected Public: Individuals.
Estimated Annual Burden: 2,504,975.
[[Page 63858]]
Estimated Average Burden per Respondent: Varied, dependent upon the
data collection method used. The possible response time to complete a
questionnaire or survey may be 2 minutes or up to 2 hours to
participate in an interview.
Estimated Average Cost per Respondent: 0.
Frequency of Response: Varied, dependent upon the data collection
method used.
Estimated Number of Respondents: 5,000,000.
By direction of the Secretary.
Maribel Aponte,
VA PRA Clearance Officer, Office of Enterprise and Integration/Data
Governance Analytics, Department of Veterans Affairs.
[FR Doc. 2022-22790 Filed 10-19-22; 8:45 am]
BILLING CODE 8320-01-P
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