Notice2024-10875
60-Day Notice of Proposed Information Collection: OMB Circular A-11 Section 280 Customer Experience Clearance; OMB Control No.: 2511-0001
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 17, 2024
Issuing agencies
Housing and Urban Development Department
Abstract
HUD is seeking approval from the Office of Management and Budget (OMB) for the information collection described below. In accordance with the Paperwork Reduction Act, HUD is requesting comment from all interested parties on the proposed collection of information. The purpose of this notice is to allow for 60 days of public comment.
Full Text
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<title>Federal Register, Volume 89 Issue 97 (Friday, May 17, 2024)</title>
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[Federal Register Volume 89, Number 97 (Friday, May 17, 2024)]
[Notices]
[Pages 43423-43424]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-10875]
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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
[Docket No. FR-7081-N-01]
60-Day Notice of Proposed Information Collection: OMB Circular A-
11 Section 280 Customer Experience Clearance; OMB Control No.: 2511-
0001
AGENCY: Office of the Chief Financial Officer, HUD.
ACTION: Notice.
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SUMMARY: HUD is seeking approval from the Office of Management and
Budget (OMB) for the information collection described below. In
accordance with the Paperwork Reduction Act, HUD is requesting comment
from all interested parties on the proposed collection of information.
The purpose of this notice is to allow for 60 days of public comment.
DATES: Comments Due Date: July 16, 2024.
ADDRESSES: Interested persons are invited to submit comments regarding
this proposal.
Written comments and recommendations for the proposed information
collection can be sent within 60 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 60-day Review--Open for
Public Comments'' or by using the search function. Interested persons
are also invited to submit comments regarding this proposal by name
and/or OMB Control Number and should be sent to: Colette Pollard,
Reports Management Officer, REE, Department of Housing and Urban
Development, 451 7th Street SW, Room 8210, Washington, DC 20410;
telephone (202) 402-3577 (this is not a toll-free number) or email:
<a href="/cdn-cgi/l/email-protection#c696a7b6a3b4b1a9b4ad94a3a2b3a5b2afa9a887a5b289a0a0afa5a386aeb3a2e8a1a9b0"><span class="__cf_email__" data-cfemail="9bcbfaebfee9ecf4e9f0c9feffeef8eff2f4f5daf8efd4fdfdf2f8fedbf3eeffb5fcf4ed">[email protected]</span></a>.
FOR FURTHER INFORMATION CONTACT: Colette Pollard, Reports Management
Officer, REE, Department of Housing and Urban Development, 451 7th
Street, SW, Washington, DC 20410; email Colette Pollard at
<a href="/cdn-cgi/l/email-protection#71321e1d140505145f211e1d1d100315311904155f161e07"><span class="__cf_email__" data-cfemail="4b0824272e3f3f2e651b2427272a392f0b233e2f652c243d">[email protected]</span></a> or telephone (202) 402-3400. This is not a
toll-free number. HUD welcomes and is prepared to receive calls from
individuals who are deaf or hard of hearing, as well as individuals
with speech or communication disabilities. To learn more about how to
make an accessible telephone call, please visit: <a href="https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs">https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs</a>.
Copies of available documents submitted to OMB may be obtained from
Ms. Pollard.
SUPPLEMENTARY INFORMATION: This notice informs the public that HUD is
seeking approval from OMB for the information collection described in
Section A.
A. Overview of Information Collection
Title of Information Collection: Renewal of OMB Circular A-11
Section 280 Customer Experience Clearance.
OMB Approval Number: 2511-0001.
OMB Expiration Date: 09/30/2024.
Type of Request: Extension of an existing collection.
Form Number: None.
Description of the need for the information and proposed use: 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
[[Page 43424]]
information, before submitting the collection to OMB for approval. To
comply with this requirement, HUD is publishing notice of the proposed
collection of information set forth in this document.
Whether seeking a loan, Social Security benefits, veterans'
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 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. HUD 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.
Respondents: 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 Federal Government agency 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.
Estimated Number of Respondents: 1,500,000.
Estimated Number of Responses: 1,500,000.
Frequency of Response: One time per collection.
Average Hours per Response: 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 2 hours to
participate in an interview.
Estimated Burden: 75,000.
B. Solicitation of Public Comment
This notice is soliciting comments from members of the public and
affected parties concerning the collection of information described in
Section A on the following:
(1) 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) The accuracy
of the agency's estimate of the burden of the proposed collection of
information; (3) Ways to enhance the quality, utility, and clarity of
the information to be collected; and (4) Ways to minimize the burden of
the collection of information on those who are to respond; including
through the use of appropriate automated collection techniques or other
forms of information technology, e.g., permitting electronic submission
of responses. HUD encourages interested parties to submit comment in
response to these questions.
C. Authority
Section 3507 of the Paperwork Reduction Act of 1995, 44 U.S.C.
chapter 35.
Joseph Carter,
Customer Experience Strategist, Office of the Chief Financial Officer.
[FR Doc. 2024-10875 Filed 5-16-24; 8:45 am]
BILLING CODE 4210-67-P
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