Notice2023-06966
Agency Information Collection Activities; Submission to the Office of Management and Budget for Review and Approval; Comment Request; Improving Customer Service
Primary source
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Published
April 4, 2023
Issuing agencies
Environmental Protection Agency
Abstract
The Environmental Protection Agency (EPA) has submitted an information collection request (ICR), Improving Customer Service (EPA ICR Number 2687.01, OMB Control Number 2030-NEW) to the Office of Management and Budget (OMB) for review and approval in accordance with the Paperwork Reduction Act. This is a proposed new ICR. Public comments were previously requested via the Federal Register on October 13, 2021, during a 60-day comment period. This notice allows for an additional 30 days for public comments.
Full Text
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<title>Federal Register, Volume 88 Issue 64 (Tuesday, April 4, 2023)</title>
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[Federal Register Volume 88, Number 64 (Tuesday, April 4, 2023)]
[Notices]
[Pages 19952-19953]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-06966]
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ENVIRONMENTAL PROTECTION AGENCY
[EPA-HQ-OMS-2021-0325; FRL-10864-01-OMS]
Agency Information Collection Activities; Submission to the
Office of Management and Budget for Review and Approval; Comment
Request; Improving Customer Service
AGENCY: Environmental Protection Agency (EPA).
ACTION: Notice.
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SUMMARY: The Environmental Protection Agency (EPA) has submitted an
information collection request (ICR), Improving Customer Service (EPA
ICR Number 2687.01, OMB Control Number 2030-NEW) to the Office of
Management and Budget (OMB) for review and approval in accordance with
the Paperwork Reduction Act. This is a proposed new ICR. Public
comments were previously requested via the Federal Register on October
13, 2021, during a 60-day comment period. This notice allows for an
additional 30 days for public comments.
DATES: Comments may be submitted on or before May 4, 2023.
ADDRESSES: Submit your comments, referencing Docket ID Number EPA-HQ-
OMS-2021-0325, to EPA online using <a href="https://www.regulations.gov/">https://www.regulations.gov/</a> (our
preferred method) or by mail to EPA Docket Center, Environmental
Protection Agency, Mail Code 28221T, 1200 Pennsylvania Ave. NW,
Washington, DC 20460. The EPA's policy is that all comments received
will be included in the public docket without change including any
personal information provided, unless the comment includes profanity,
threats, information claimed to be Confidential Business Information
(CBI) or other information whose disclosure is restricted by statute.
Submit written comments and recommendations to OMB for the proposed
information collection 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
[[Page 19953]]
collection by selecting ``Currently under 30-day Review--Open for
Public Comments'' or by using the search function.
FOR FURTHER INFORMATION CONTACT: Augusto Cangahuala, Office of Customer
Advocacy, Policy, and Portfolio Management, U.S. Environmental
Protection Agency, 1200 Pennsylvania Ave. NW, Washington, DC 20460;
telephone number: 202-564-1646; email address:
<a href="/cdn-cgi/l/email-protection#9eddfff0f9fff6ebfff2ffb0dfebf9ebedeaf1defbeeffb0f9f1e8"><span class="__cf_email__" data-cfemail="befddfd0d9dfd6cbdfd2df90ffcbd9cbcdcad1fedbcedf90d9d1c8">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: This is a new ICR. 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.
Public comments were previously requested via the Federal Register
on October 13, 2021, during a 60-day comment period (86 FR 56932). This
notice allows for an additional 30 days for public comments. Supporting
documents, which explain in detail the information that the EPA will be
collecting, are available in the public docket for this ICR. The docket
can be viewed online at <a href="http://www.regulations.gov">www.regulations.gov</a> or in person at the EPA
Docket Center, WJC West, Room 3334, 1301 Constitution Ave. NW,
Washington, DC. The telephone number for the Docket Center is 202-566-
1744. For additional information about EPA's public docket, visit
<a href="http://www.epa.gov/dockets">http://www.epa.gov/dockets</a>.
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 Environmental Protection Agency 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
total burden hours or burden-hours per respondent) and are low cost for
respondents and the Federal Government.
<bullet> The collections are non-controversial and do not raise
issues of concern to 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 to
the extent necessary and 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.
Form Numbers: None.
Respondents/affected entities: Individuals and entities who have
experience with the program or may have experience with the program in
the near future.
Respondent's obligation to respond: Voluntary.
Estimated number of respondents: 2,001,550 (total).
Frequency of response: On occasion.
Total estimated burden: 101,125 hours.
Estimated annual cost: There are no annualized capital/startup or
operation & maintenance costs.
Changes in estimates: This is a new collection.
Courtney Kerwin,
Director, Regulatory Support Division.
[FR Doc. 2023-06966 Filed 4-3-23; 8:45 am]
BILLING CODE 6560-50-P
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