Notice2023-08767
Agency Information Collection Activities, Comments Request: Understanding States' SNAP Customer Service Strategies
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
April 26, 2023
Issuing agencies
Agriculture DepartmentFood and Nutrition Service
Abstract
In accordance with the Paperwork Reduction Act of 1995, this notice invites the general public and other public agencies to comment on the proposed collection of information for the Understanding States' SNAP Customer Service Strategies study. This is a NEW information collection. This study seeks to describe the key characteristics of State Supplemental Nutrition Assistance Program (SNAP) agencies' customer service strategies through in-depth case studies in up to 9 States, review the current literature on customer service, particularly in government social safety net programs, and identify promising practices in improving, measuring, and monitoring customer service in SNAP.
Full Text
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<title>Federal Register, Volume 88 Issue 80 (Wednesday, April 26, 2023)</title>
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[Federal Register Volume 88, Number 80 (Wednesday, April 26, 2023)]
[Notices]
[Pages 25358-25362]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-08767]
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Notices
Federal Register
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or proposed rules that are applicable to the public. Notices of hearings
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Federal Register / Vol. 88, No. 80 / Wednesday, April 26, 2023 /
Notices
[[Page 25358]]
DEPARTMENT OF AGRICULTURE
Food and Nutrition Service
Agency Information Collection Activities, Comments Request:
Understanding States' SNAP Customer Service Strategies
AGENCY: Food and Nutrition Service (FNS), USDA.
ACTION: Notice and request for comments.
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SUMMARY: In accordance with the Paperwork Reduction Act of 1995, this
notice invites the general public and other public agencies to comment
on the proposed collection of information for the Understanding States'
SNAP Customer Service Strategies study. This is a NEW information
collection. This study seeks to describe the key characteristics of
State Supplemental Nutrition Assistance Program (SNAP) agencies'
customer service strategies through in-depth case studies in up to 9
States, review the current literature on customer service, particularly
in government social safety net programs, and identify promising
practices in improving, measuring, and monitoring customer service in
SNAP.
DATES: Written comments must be received on or before June 26, 2023.
ADDRESSES: Comments may be sent to: Melanie Meisenheimer, Office of
Policy Support, FNS, USDA, 1320 Braddock Place, 5th Floor, Alexandria,
VA 22314; telephone: 703-305-2770. Comments may also be submitted via
email to <a href="/cdn-cgi/l/email-protection#5d3038313c333438733038342e383335383430382f1d282e393c733a322b"><span class="__cf_email__" data-cfemail="2e434b424f40474b00434b475d4b40464b47434b5c6e5b5d4a4f00494158">[email protected]</span></a> with ``SNAP CS'' in the subject
line. Comments will also be accepted through the Federal eRulemaking
Portal. Go to <a href="http://www.regulations.gov">http://www.regulations.gov</a> and follow the online
instructions for submitting comments electronically.
All written comments will be open for public inspection at the
office of the Food and Nutrition Service during regular business hours
(8:30 a.m. to 5:00 p.m.), Monday through Friday at Office of Policy
Support, FNS, UDA, 1320 Braddock Place, 5th Floor, Alexandria, VA
22314.
All responses to this notice will be summarized and included in the
request for Office of Management and Budget approval. All comments will
be a matter of public record.
FOR FURTHER INFORMATION CONTACT: Requests for additional information or
copies of this information collection should be directed to Melanie
Meisenheimer, Food and Nutrition Service: by phone at 703-305-2770 or
by email at <a href="/cdn-cgi/l/email-protection#066b636a67686f63286b636f7563686e636f6b6374467375626728616970"><span class="__cf_email__" data-cfemail="39545c555857505c17545c504a5c57515c50545c4b794c4a5d58175e564f">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: Comments are invited on: (a) Whether the
proposed collection of information is necessary for the proper
performance of the functions of the agency, including whether the
information shall have practical utility; (b) the accuracy of the
agency's estimate of the burden of the proposed collection of
information, including the validity of the methodology and assumptions
that were used; (c) ways to enhance the quality, utility, and clarity
of the information to be collected; and (d) ways to minimize the burden
of the collection of information on those who are to respond, including
use of appropriate automated, electronic, mechanical, or other
technological collection techniques or other forms of information
technology.
Title: Understanding States' SNAP Customer Service Strategies.
Form Number: Not applicable.
OMB Number: 0584-NEW.
Expiration Date: Not yet determined.
Type of Request: New collection.
Abstract: This is a new information collection request. The Food
and Nutrition Service (FNS) is interested in exploring how State
agencies define and measure the quality of customer service for
Supplemental Nutrition Assistance Program (SNAP) applicants and
participants, particularly strategies that go beyond the minimum
requirements set by FNS; and how State SNAP agencies implement and
refine their customer service approaches. This study will conduct case
studies in up to nine states to understand their approaches to
defining, measuring, and improving customer service in SNAP.
FNS has identified three objectives for this study:
(1) Describe how each study State defines and measures good and/or
bad customer service for SNAP applicants and participants, particularly
those that go beyond the minimum requirements set by FNS.
(2) For each study State, describe how the State SNAP agency
implements and refine its customer service approach.
(3) Describe the current research and documentation available about
customer service standards and measurement broadly, with a particular
focus on government programs and safety net programs.
The study will be conducted through two key components:
(1) Review of existing studies, reports, and data on customer
services strategies and approaches.
(2) Case studies in up to nine states with diverse approaches to
supporting and monitoring customer service in SNAP.
The research team will collect case study data during two-day in-
person site visits to each selected State that will include interviews
with State, regional (e.g., call center), and local SNAP staff and key
stakeholders, review of relevant documents and reports, and
observations of staff interactions with customer service systems.
Affected Public: Respondent categories of affected public and the
corresponding study participants will include: State and Local or
Tribal Government and business not-for-profit organizations.
Estimated Number of Respondents: 116.
The total estimated number of respondents (116) includes: Out of 12
State Agency SNAP Directors contacted, 9 will participate; out of 18
State SNAP Administrative Staff contacted, 18 will participate; out of
14 County and Tribal Government and call center SNAP Directors, 14 will
participate; out of 54 County and Tribal SNAP Staff contacted, 54 will
participate; and out of 9 business not-for-profit organizations
contacted, 18 staff will participate.
Estimated Number of Responses per Respondent: The estimated number
of responses per State Government SNAP Director respondent is two: Nine
State SNAP Directors will take part in a recruitment call lasting about
20 minutes and an interview lasting approximately 1 hour.
The estimated number of responses per State SNAP Administrative
Staff
[[Page 25359]]
respondent is two: 18 respondents will take part in a recruitment call
lasting about 20 minutes and an interview lasting approximately 1 hour.
The estimated number of responses per Non-profit Organization
(Organizations conducting SNAP outreach) is two: 9 respondents will
take part in a recruitment call lasting about 20 minutes and 9
respondents will take part in interviews lasting approximately 1 hour.
The estimated number of responses per County and Tribal Government
or Call Center SNAP Director is two: 14 respondents will take part in a
recruitment call lasting about 20 minutes and an interview lasting
approximately 1 hour.
The estimated number of responses per County and Tribal SNAP Staff
is one: 54 respondents will take part in an interview or a deskside
observation lasting approximately 1 hour.
Estimated Total Annual Responses: 154.
Estimated Time per Response: 1.3 hours.
Estimated Total Annual Burden on Respondents: 119.9 hours (119.0
for responsive participants and 0.9 for nonresponsive participants).
See the table below for estimated total annual burden for each type
of respondent, including non-respondents.
BILLING CODE 6410-30-P
[[Page 25360]]
[GRAPHIC] [TIFF OMITTED] TN26AP23.001
[[Page 25361]]
[GRAPHIC] [TIFF OMITTED] TN26AP23.002
[[Page 25362]]
Tameka Owens,
Deputy Administrator, Food and Nutrition Service.
[FR Doc. 2023-08767 Filed 4-25-23; 8:45 am]
BILLING CODE 3410-30-C
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