Notice2022-28064
Agency Information Collection Activity under OMB Review: 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
December 27, 2022
Issuing agencies
Veterans Affairs Department
Abstract
In compliance with the Paperwork Reduction Act (PRA) of 1995, this notice announces that the Veterans Experience Office, Department of Veterans Affairs, will submit the collection of information abstracted below to the Office of Management and Budget (OMB) for review and comment. The PRA submission describes the nature of the information collection and its expected cost and burden and it includes the actual data collection instrument.
Full Text
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<title>Federal Register, Volume 87 Issue 247 (Tuesday, December 27, 2022)</title>
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[Federal Register Volume 87, Number 247 (Tuesday, December 27, 2022)]
[Notices]
[Pages 79447-79448]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-28064]
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DEPARTMENT OF VETERANS AFFAIRS
[OMB Control No. 2900-0876]
Agency Information Collection Activity under OMB Review:
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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[[Page 79448]]
SUMMARY: In compliance with the Paperwork Reduction Act (PRA) of 1995,
this notice announces that the Veterans Experience Office, Department
of Veterans Affairs, will submit the collection of information
abstracted below to the Office of Management and Budget (OMB) for
review and comment. The PRA submission describes the nature of the
information collection and its expected cost and burden and it includes
the actual data collection instrument.
DATES: 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. Refer to
``Clearance for A-11 Section 280 Improving Customer Experience
Information Collection'' in any correspondence.
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#c8a5a9baa1aaada4e6a9b8a7a6bcad88bea9e6afa7be"><span class="__cf_email__" data-cfemail="bad7dbc8d3d8dfd694dbcad5d4cedffaccdb94ddd5cc">[email protected]</span></a>.
Please refer to ``OMB Control No. 2900-0876'' in any correspondence.
SUPPLEMENTARY INFORMATION:
Authority: 44 U.S.C. 3501-21.
Title: Clearance for A-11 Section 280 Improving Customer Experience
Information Collection.
OMB Control Number: 2900-0876.
Type of Review: ICR Revision.
Abstract: This ICR Revision seeks to extend the expiration date
that currently expires in March 2023, and increase the burden hours
associated with the Department of Veterans Affairs customer experience
data collection system from 1,754,975 to 2,504,975, and the number of
responses from 3,500,000 to 5,000,000.
VA, when it submitted the original Clearance for A-11 Section 280
Improving Customer Experience Information Collection, calculated total
the burden needed based on the number of Customer Satisfaction surveys
under management (43 in calendar year 2020) and our informed estimate
of growth in number of surveys under management. As a result of
unexpectedly strong and robust need (and corresponding requests) for
new customer experience surveys by VA customers (stakeholders and
partners), VA has already reached 147 surveys under management and
anticipate reaching 200 by the end of Fiscal Year 2023. This
anticipated FY23 growth, and per our models for growth from now until
our current ICR expires in March, 2023, directly translates into a
corresponding need for an increase in associated burden hours from
1,754,975 to 2,504,975, and the number of responses from 3,500,000 to
5,000,000, to accommodate the current and future demand.
General Background on our Customer Experience data collection
listening tools
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.
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 OMB control number. The Federal Register Notice with a
60-day comment period soliciting comments on this collection of
information was published at 84 FR 149 on August 2, 2019, pages 37953
and 37954. No comments on this data collection request were submitted
by the public.
Affected Public: Individuals or Households.
Estimated Annual Burden: 2,504,975.
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.
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. 2022-28064 Filed 12-23-22; 8:45 am]
BILLING CODE 8320-01-P
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