Notice2024-09556
Submission for OMB Review; 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
May 2, 2024
Issuing agencies
Defense Department
Abstract
The DoD has submitted to the Office of Management and Budget (OMB) for clearance the following proposal for collection of information under the provisions of the Paperwork Reduction Act.
Full Text
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<title>Federal Register, Volume 89 Issue 86 (Thursday, May 2, 2024)</title>
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[Federal Register Volume 89, Number 86 (Thursday, May 2, 2024)]
[Notices]
[Pages 35815-35816]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-09556]
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DEPARTMENT OF DEFENSE
Office of the Secretary
[Docket ID: DoD-2023-OS-0089]
Submission for OMB Review; Comment Request
AGENCY: Office of the Secretary of Defense, Department of Defense
(DoD).
ACTION: 30-Day information collection notice.
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SUMMARY: The DoD has submitted to the Office of Management and Budget
(OMB) for clearance the following proposal for collection of
information under the provisions of the Paperwork Reduction Act.
DATES: Consideration will be given to all comments received by June 3,
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: Reginald Lucas, (571) 372-7574,
<a href="/cdn-cgi/l/email-protection#0f78677c21626c226e636a77216a7c6b21626d77216b6b226b606b22666169607d626e7b666061226c6063636a6c7b6660617c4f626e666321626663"><span class="__cf_email__" data-cfemail="bccbd4cf92d1df91ddd0d9c492d9cfd892d1dec492d8d891d8d3d891d5d2dad3ced1ddc8d5d3d291dfd3d0d0d9dfc8d5d3d2cffcd1ddd5d092d1d5d0">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION:
Title; Associated Form; and OMB Number: Generic Clearance for
Improving Customer Experience (OMB Circular A-11, Section 280
Implementation); OMB Control Number 0704-0595.
Type of Request: Extension.
Number of Respondents: 300,000.
Responses per Respondent: 1.
Annual Responses: 300,000.
Average Burden per Response: 10 minutes.
Annual Burden Hours: 50,000.
Needs and Uses:
A. Purpose
Whether seeking a loan, Social Security benefits, veteran's
benefits, or other services provided by the Federal Government,
individuals and businesses expect Government customer services to be
efficient and intuitive, just like services from leading private-sector
organizations. Yet the 2016 American Consumer Satisfaction Index and
the 2017 Forrester Federal Customer Experience Index show that, on
average, Government services lag nine percentage points behind the
private sector.
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 35816]]
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. DoD 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:
DoD will collect this information by electronic means when
possible, as well as by mail, fax, telephone, technical discussions,
and in-person interviews. DoD may also utilize observational techniques
to collect this information.
B. Annual Reporting Burden
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.
Affected Public: Individuals or households.
Frequency: On occasion.
Respondent's Obligation: Voluntary.
OMB Desk Officer: Ms. Jasmeet Seehra.
You may also submit comments and recommendations, identified by
Docket ID number and title, by the following method:
<bullet> Federal eRulemaking Portal: <a href="http://www.regulations.gov">http://www.regulations.gov</a>.
Follow the instructions for submitting comments.
Instructions: All submissions received must include the agency
name, Docket ID number, and title 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="http://www.regulations.gov">http://www.regulations.gov</a> as they are received without
change, including any personal identifiers or contact information.
DOD Clearance Officer: Mr. Reginald Lucas.
Requests for copies of the information collection proposal should
be sent to Mr. Lucas at <a href="/cdn-cgi/l/email-protection#a0d7c8d38ecdc38dc1ccc5d88ec5d3c48ecdc2d88ec4c48dc4cfc48dc9cec6cfd2cdc1d4c9cfce8dc3cfccccc5c3d4c9cfced3e0cdc1c9cc8ecdc9cc"><span class="__cf_email__" data-cfemail="96e1fee5b8fbf5bbf7faf3eeb8f3e5f2b8fbf4eeb8f2f2bbf2f9f2bbfff8f0f9e4fbf7e2fff9f8bbf5f9fafaf3f5e2fff9f8e5d6fbf7fffab8fbfffa">[email protected]</span></a>.
Dated: April 29, 2024.
Aaron T. Siegel,
Alternate OSD Federal Register Liaison Officer, Department of Defense.
[FR Doc. 2024-09556 Filed 5-1-24; 8:45 am]
BILLING CODE 6001-FR-P
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