Notice2024-05348
Agency Information Collection Request. 30-Day Public Comment Request
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
March 14, 2024
Issuing agencies
Health and Human Services Department
Abstract
In compliance with the requirement of the Paperwork Reduction Act of 1995, the Office of the Secretary (OS), Department of Health and Human Services, is publishing the following summary of a proposed collection for public comment, Improving Customer Experience (OMB Circular A-11, Section 280 Implementation).
Full Text
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<title>Federal Register, Volume 89 Issue 51 (Thursday, March 14, 2024)</title>
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[Federal Register Volume 89, Number 51 (Thursday, March 14, 2024)]
[Notices]
[Pages 18648-18649]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-05348]
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DEPARTMENT OF HEALTH AND HUMAN SERVICES
[Document Identifier: OS-0990-new]
Agency Information Collection Request. 30-Day Public Comment
Request
AGENCY: Office of the Secretary, HHS
ACTION: Notice.
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SUMMARY: In compliance with the requirement of the Paperwork Reduction
Act of 1995, the Office of the Secretary (OS), Department of Health and
Human Services, is publishing the following summary of a proposed
collection for public comment, Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation).
DATES: Comments on the ICR must be received on or before April 15,
2024.
ADDRESSES: 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.
FOR FURTHER INFORMATION CONTACT: Sherrette Funn, <a href="/cdn-cgi/l/email-protection#65360d001717001111004b23100b0b250d0d164b020a13"><span class="__cf_email__" data-cfemail="88dbe0edfafaedfcfceda6cefde6e6c8e0e0fba6efe7fe">[email protected]</span></a>
or (202) 264-0041, or <a href="/cdn-cgi/l/email-protection#c7979586878f8f94e9808891"><span class="__cf_email__" data-cfemail="13434152535b5b403d545c45">[email protected]</span></a>. When submitting comments or
requesting information, please include the document identifier 0990-
New-30D and project title for reference.
SUPPLEMENTARY INFORMATION: Interested persons are invited to send
comments regarding this burden estimate or any other aspect of this
collection of information, including any of the following subjects: (1)
The necessity and utility of the proposed information collection for
the proper performance of the agency's functions; (2) the accuracy of
the estimated burden; (3) ways to enhance the quality, utility, and
clarity of the information to be collected; and (4) the use of
automated collection techniques or other forms of information
technology to minimize the information collection burden.
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. HHS 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.
Title of the Collection: Improving Customer Experience (OMB
Circular A-11, Section 280.
Type of Collection: Father Generic ICR.
OMB No. 0990-NEW Office of the Secretary, Assistant Secretary
Administration.
Abstract: The Department of Health and Human Services, Office of
the Secretary, Assistant Secretary Administration is requesting
approval by OMB on a new Father Generic Information Collection Request.
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. HHS 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 Implementation).
Estimated Annualized Burden Table
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Number of Average burden
Respondents (if necessary) Number of responses per hours per Total burden
respondents respondents response hours
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Participants in customer interviews............. 500 1 1 500
Participants in focus groups.................... 450 1 90/60 675
Participants of feedback surveys................ 2,000,000 1 3/60 100,000
[[Page 18649]]
Participants in user testing (rapid)............ 400 1 15/60 100
Participants in user testing (deep dive)........ 200 1 30/60 100
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Total....................................... 2,001,550 .............. .............. 101,375
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Sherrette A. Funn,
Paperwork Reduction Act Reports Clearance Officer, Office of the
Secretary.
[FR Doc. 2024-05348 Filed 3-13-24; 8:45 am]
BILLING CODE 4150-04-P
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