Notice2023-24031
Submission for Review: Renewal of an Existing Information Collection, (Generic Clearance for Improving Customer Experience), OMB Control No. 3206-0276.
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 31, 2023
Issuing agencies
Personnel Management Office
Abstract
The Office of Personnel Management (OPM) offers the general public and other Federal agencies the opportunity to comment on a previously approved information collection request (ICR) 3206-0276, (Generic Clearance for Improving Customer Experience).
Full Text
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<title>Federal Register, Volume 88 Issue 209 (Tuesday, October 31, 2023)</title>
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[Federal Register Volume 88, Number 209 (Tuesday, October 31, 2023)]
[Notices]
[Pages 74540-74541]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-24031]
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OFFICE OF PERSONNEL MANAGEMENT
Submission for Review: Renewal of an Existing Information
Collection, (Generic Clearance for Improving Customer Experience), OMB
Control No. 3206-0276.
AGENCY: U.S. Office of Personnel Management.
ACTION: 60-Day Notice and request for comments.
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SUMMARY: The Office of Personnel Management (OPM) offers the general
public and other Federal agencies the opportunity to comment on a
previously approved information collection request (ICR) 3206-0276,
(Generic Clearance for Improving Customer Experience).
DATES: Comments are encouraged and will be accepted until January 2,
2024. This process is conducted in accordance with 5 CFR 1320.1.
ADDRESSES: Interested persons are invited to submit written comments on
the proposed information collection by one of the following means:
Federal Rulemaking Portal: <a href="https://www.regulations.gov">https://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="https://www.regulations.gov">https://www.regulations.gov</a> as they are received without change, including any
personal identifiers or contact information.
<bullet> Email <a href="/cdn-cgi/l/email-protection#0865616b606d64646d266d697a646d7148677865266f677e"><span class="__cf_email__" data-cfemail="acc1c5cfc4c9c0c0c982c9cddec0c9d5ecc3dcc182cbc3da">[email protected]</span></a>. Please put ``OPM Customer
Experience'' in the subject line of the email.
FOR FURTHER INFORMATION CONTACT: A copy of this information collection
request, with applicable supporting documentation, may be obtained by
contacting the Human Resources Solution, Office of Personnel
Management, 1900 E Street NW, Washington, DC 20415, Attention: Michelle
Earley, 202-936-2034, or via electronic mail to
<a href="/cdn-cgi/l/email-protection#87eaeee4efe2ebebe2a9e2e6f5ebe2fec7e8f7eaa9e0e8f1"><span class="__cf_email__" data-cfemail="90fdf9f3f8f5fcfcf5bef5f1e2fcf5e9d0ffe0fdbef7ffe6">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: Under the PRA, (44 U.S.C. 3501-3520) Federal
Agencies must obtain approval from the Office of Management and Budget
(OMB) for each collection of information they conduct or sponsor.
``Collection of information'' is defined in 44 U.S.C. 3502(3) and 5 CFR
1320.3(c) and includes Agency requests or requirements that members of
the public submit reports, keep records, or provide information to a
third party. Section 3506(c)(2)(A) of the PRA requires Federal Agencies
to provide a 60-day notice in the Federal Register concerning each
proposed collection of information, including each proposed extension
of an existing collection of information, before submitting the
collection to OMB for approval.
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
[[Page 74541]]
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. OPM 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. It will also provide
government-wide data on customer experience that can be displayed on
<a href="http://performance.gov">performance.gov</a> to help build transparency and accountability of
Federal programs to the customers they serve.
Method of Collection
OPM will collect this information by electronic means when
possible, as well as by mail, fax, telephone, technical discussions,
and in-person interviews. OPM may also utilize observational techniques
to collect this information.
This request proposes to renew a previously approved collection.
OPM updated the burden hours to account for anticipated expansion of
this type of work. Therefore, we invite comments that:
1. Evaluate 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. Evaluate the accuracy of the agency's estimate of the burden of
the proposed collection of information, including the validity of the
methodology and assumptions used;
3. Enhance the quality, utility, and clarity of the information to
be collected; and
4. Minimize the burden of the collection of information on those
who are to respond, including through the use of appropriate automated,
electronic, mechanical, or other technological collection techniques or
other forms of information technology, e.g., permitting electronic
submissions of responses.
Analysis
Agency: Office of Personnel Management.
Title: OPM Customer Experience.
OMB Number: 3206-0276.
Frequency: Annually.
Affected Public: Individuals.
Number of Respondents: 4,013,750.
Estimated Time per Respondent: 15 Minutes.
Total Burden Hours: 1,006,125.
U.S. Office of Personnel Management
Stephen Hickman,
Federal Register Liaison.
[FR Doc. 2023-24031 Filed 10-30-23; 8:45 am]
BILLING CODE 6325-43-P
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