Notice2024-05657
Proposed Extension of Information Collection Request Submitted for Public Comment; Comment Request Relating To Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
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 18, 2024
Issuing agencies
Treasury DepartmentBureau of the Fiscal Service
Abstract
The Department of the Treasury, as part of its continuing effort to reduce paperwork and respondent burden, invites the general public and other Federal agencies to take this opportunity to comment on proposed and/or continuing information collections, as required by the Paperwork Reduction Act of 1995. Currently the Bureau of the Fiscal Service within the Department of the Treasury is soliciting comments relating to Improving Customer Experience (OMB Circular A-11, Section 280 Implementation).
Full Text
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<title>Federal Register, Volume 89 Issue 53 (Monday, March 18, 2024)</title>
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[Federal Register Volume 89, Number 53 (Monday, March 18, 2024)]
[Notices]
[Pages 19391-19392]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-05657]
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DEPARTMENT OF THE TREASURY
Bureau of the Fiscal Service
Proposed Extension of Information Collection Request Submitted
for Public Comment; Comment Request Relating To Improving Customer
Experience (OMB Circular A-11, Section 280 Implementation)
ACTION: Notice and request for comments.
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SUMMARY: The Department of the Treasury, as part of its continuing
effort to reduce paperwork and respondent burden, invites the general
public and other Federal agencies to take this opportunity to comment
on proposed and/or continuing information collections, as required by
the Paperwork Reduction Act of 1995. Currently the Bureau of the Fiscal
Service within the Department of the Treasury is soliciting comments
relating to Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
DATES: Written comments should be received on or before May 17, 2024 to
be assured of consideration.
ADDRESSES: Direct all written comments and requests for additional
information to Bureau of the Fiscal Service, Bruce A. Sharp, Room
#4006-A, P.O. Box 1328, Parkersburg, WV 26106-1328, or
<a href="/cdn-cgi/l/email-protection#1577676076703b667d74676555737c667674793b616770746660676c3b727a63"><span class="__cf_email__" data-cfemail="1a78686f797f3469727b686a5a7c7369797b76346e687f7b696f6863347d756c">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
Title: Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
OMB Number: 1530-0073.
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 Bureau of the Fiscal Service
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 19392]]
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. Bureau of the Fiscal Service 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.
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 Bureau will collect this information by electronic means when
possible, as well as by mail, fax, telephone, technical discussions,
and in-person interviews. The Bureau may also utilize observational
techniques to collect this information.
Affected Public: 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 Bureau of the Fiscal Service 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.
Current Actions: Extension of a currently approved collection.
Type of Review: Regular.
Estimated Number of Respondents: 500,250.
Estimated Time per Respondent: Varied, dependent upon the data
collection method used. The possible response time to complete a
questionnaire or survey may be 3 minutes or up to 1.5 hours to
participate in an interview.
Estimated Total Annual Burden Hours: 25,275.
Request for Comments: Comments submitted in response to this notice
will be summarized and/or included in the request for OMB approval. All
comments will become a matter of public record. Comments are invited
on: 1. Whether the collection of information is necessary for the
proper performance of the functions of the agency, including whether
the information shall have practical utility; 2. the accuracy of the
agency's estimate of the burden of the collection of information; 3.
ways to enhance the quality, utility, and clarity of the information to
be collected; 4. ways to minimize the burden of the collection of
information on respondents, including through the use of automated
collection techniques or other forms of information technology; and 5.
estimates of capital or start-up costs and costs of operation,
maintenance, and purchase of services to provide information.
Dated: March 12, 2024.
Bruce A. Sharp,
Bureau PRA Clearance Officer.
[FR Doc. 2024-05657 Filed 3-15-24; 8:45 am]
BILLING CODE 4810-AS-P
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