Notice2024-11235
Notice of Proposed Information Collection Requests: Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Primary source
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Published
May 22, 2024
Issuing agencies
National Foundation on the Arts and the HumanitiesInstitute of Museum and Library Services
Abstract
The Institute of Museum and Library Services (IMLS) as part of its continuing effort to reduce paperwork and respondent burden, is announcing an opportunity for public comment on the renewal of a proposed collection of information by the Agency. Under the Paperwork Reduction Act of 1995 (PRA), Federal Agencies are required to publish notice in the Federal Register concerning each proposed collection of information, and to allow 60 days for public comment in response to the notice. This Notice solicits comments on a renewal of a collection to gather customer and stakeholder feedback via customer interviews, feedback surveys, and rapid feedback user testing of website experiences to improve customer experience with IMLS services of various kinds. For more information on the types of proposed information collection requests IMLS may make under this clearance, contact the individual listed below in the FOR FURTHER INFORMATION CONTACT section of this Notice.
Full Text
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<title>Federal Register, Volume 89 Issue 100 (Wednesday, May 22, 2024)</title>
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[Federal Register Volume 89, Number 100 (Wednesday, May 22, 2024)]
[Notices]
[Pages 45030-45031]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-11235]
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NATIONAL FOUNDATION ON THE ARTS AND THE HUMANITIES
Institute of Museum and Library Services
Notice of Proposed Information Collection Requests: Improving
Customer Experience (OMB Circular A-11, Section 280 Implementation)
AGENCY: Institute of Museum and Library Services, National Foundation
on the Arts and the Humanities.
ACTION: Notice, request for comments.
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SUMMARY: The Institute of Museum and Library Services (IMLS) as part of
its continuing effort to reduce paperwork and respondent burden, is
announcing an opportunity for public comment on the renewal of a
proposed collection of information by the Agency. Under the Paperwork
Reduction Act of 1995 (PRA), Federal Agencies are required to publish
notice in the Federal Register concerning each proposed collection of
information, and to allow 60 days for public comment in response to the
notice. This Notice solicits comments on a renewal of a collection to
gather customer and stakeholder feedback via customer interviews,
feedback surveys, and rapid feedback user testing of website
experiences to improve customer experience with IMLS services of
various kinds. For more information on the types of proposed
information collection requests IMLS may make under this clearance,
contact the individual listed below in the FOR FURTHER INFORMATION
CONTACT section of this Notice.
DATES: Written comments must be submitted to the office listed in the
addressee section below on or before July 22, 2024.
ADDRESSES: Send comments to Julie Balutis, Director of Grants Policy
and Management, Office of Grants Policy and Management, Institute of
Museum and Library Services, 955 L'Enfant Plaza North, SW, Suite 4000,
Washington, DC 20024-2135. Ms. Balutis can be reached by telephone:
202-653-4645, or by email at <a href="/cdn-cgi/l/email-protection#523830333e27263b21123b3f3e217c353d24"><span class="__cf_email__" data-cfemail="620800030e17160b11220b0f0e114c050d14">[email protected]</span></a>. Office hours are from
8:30 a.m. to 5 p.m., E.T., Monday through Friday, except federal
holidays. Persons who are deaf or hard of hearing (TTY users) can
contact IMLS at 202-207-7858 via 711 for TTY-Based Telecommunications
Relay Service.
FOR FURTHER INFORMATION CONTACT: Requests for additional information
should be directed to Todd Rubin, Office of Management and Budget, 725
17th St. NW, Washington, DC 20006, 202-881-6991, via email to
<a href="/cdn-cgi/l/email-protection#33475c57571d441d4146515a5d01735c5e511d565c431d545c45"><span class="__cf_email__" data-cfemail="ea9e858e8ec49dc4989f888384d8aa858788c48f859ac48d859c">[email protected]</span></a>.
I. Background
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.
II. Current Actions
IMLS is requesting renewal of an existing collection to gather
customer feedback and improve customer experience in alignment with OMB
Circular A-11 Section 280. 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
[[Page 45031]]
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. IMLS 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.
Agency: Institute of Museum and Library Services.
Title: Improving Customer Experience (OMB Circular A-11, Section
280 Implementation).
OMB Control Number: 3137-0130.
Agency Number: 3137.
Respondents/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 IMLS or one of its
programs, 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.
Total Estimated Number of Annual Respondents: 5,000.
Frequency of Response: Once per respondent per request.
Estimated Average Burden 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.
Total Estimated Number of Annual Burden Hours: 450.
Estimated Total Annual Cost to Public: $0.
Public Comments Invited: IMLS is particularly interested in public
comments that help the agency to determine: (a) 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; (b) the accuracy of the agency's estimate of
the burden (including hours and cost) of the proposed collection of
information; (c) ways to enhance the quality, utility, and clarity of
the information to be collected; and (d) 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. Comments submitted in response to this Notice will be
summarized and/or included in the request for OMB's clearance of this
information collection.
Dated: May 17, 2024.
Suzanne Mbollo,
Grants Management Specialist, Institute of Museum and Library Services.
[FR Doc. 2024-11235 Filed 5-21-24; 8:45 am]
BILLING CODE 7036-01-P
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