Notice2024-13995
Agency Information Collection Activities; Submission for OMB Review; Comment Request; Generic Clearance for Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)
Primary source
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Published
June 26, 2024
Issuing agencies
Treasury Department
Abstract
The Department of the Treasury will submit the following information collection request to the Office of Management and Budget (OMB) for review and clearance in accordance with the Paperwork Reduction Act of 1995, on or after the date of publication of this notice. The public is invited to submit comments on this request.
Full Text
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<title>Federal Register, Volume 89 Issue 123 (Wednesday, June 26, 2024)</title>
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[Federal Register Volume 89, Number 123 (Wednesday, June 26, 2024)]
[Notices]
[Page 53479]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-13995]
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DEPARTMENT OF THE TREASURY
Agency Information Collection Activities; Submission for OMB
Review; Comment Request; Generic Clearance for Improving Customer
Experience (OMB Circular A-11, Section 280 Implementation)
AGENCY: Departmental Offices, U.S. Department of the Treasury.
ACTION: Notice of information collection; request for comment.
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SUMMARY: The Department of the Treasury will submit the following
information collection request to the Office of Management and Budget
(OMB) for review and clearance in accordance with the Paperwork
Reduction Act of 1995, on or after the date of publication of this
notice. The public is invited to submit comments on this request.
DATES: Comments should be received on or before July 26, 2024 to be
assured of consideration.
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: Copies of the submissions may be
obtained from Spencer W. Clark by emailing <a href="/cdn-cgi/l/email-protection#e8b8baa9a89c9a8d899b9d9a91c68f879e"><span class="__cf_email__" data-cfemail="f5a5a7b4b5818790948680878cdb929a83">[email protected]</span></a>, calling
(202) 927-5331, or viewing the entire information collection request at
<a href="http://www.reginfo.gov">www.reginfo.gov</a>.
SUPPLEMENTARY INFORMATION:
Bureau of the Fiscal Service
Title: Generic Clearance for Improving Customer Experience (OMB
Circular A-11, Section 280 Implementation).
OMB Control Number: 1530-0073.
Type of Review: Extension without change of a currently approved
collection.
Description: On September 11, 1993, President Clinton issued
Executive Order 12862, ``Setting Customer Service Standards'' which
clearly define his vision that the Federal agencies will put the people
first. Executive Order 12862 directs Federal agencies to provide
service to the public that matches or exceeds the best service
available in the private sector. Section 1(b) of Executive Order 12862
requires Government agencies to ``survey customers to determine the
kind and quality of services they want and their level of satisfaction
with existing services'' and section 1(e) requires agencies ``survey
front-line employees on barriers to, and ideas for, matching the best
in business.''
On March 30, 2016, President Obama established the Core Federal
Services Council, which again emphasized the need to deliver world-
class customer service to the American people. The Council, composed of
the major high-volume, high-impact Federal programs that provide
transactional services directly to the public, were encouraged ``to
improve the customer experience by using public and private sector
management best practices, such as conducting self-assessments and
journey mapping, collecting transactional feedback data, and sharing
such data with frontline and other staff.''
In March 2018, the Administration of President Trump launched the
President's Management Agenda (PMA) and established new Cross-Agency
Priority (CAP) Goals. Excellent service was established as a core
component of the mission, service, stewardship model that frames the
entire PMA, embedding a customer-focused approach in all of the PMA's
initiatives. This model was also included in the 2018 update of the
Federal Performance Framework in Circular A-11, ensuring `excellent
service' as a focus in future agency strategic planning efforts. The
PMA included a CAP Goal on Improving Customer Experience with Federal
Services, with a primary strategy to drive improvements within 25 of
the nation's highest impact programs. This effort is supported by an
interagency team and guidance in Circular A-11 requiring the collection
of customer feedback data and increasing the use of industry best
practices to conduct customer research.
These Presidential actions and requirements establish an ongoing
process of collecting customer insights and using them to improve
services. This new request will enable the Department of Treasury to
act in accordance with OMB Circular A-11 Section 280 to ultimately
transform the experience of its customers to improve both efficiency
and mission delivery, and increase accountability by communicating
about these efforts with the public.
Form: None.
Affected Public: Businesses, individuals and state or local
governments.
Estimated Number of Respondents: 2,001,550.
Frequency of Response: On occasion.
Estimated Total Number of Annual Responses: 2,001,550.
Estimated Time per Response: Varies. Feedback survey (3 minutes),
User testing (15-30 minutes), Customer interviews (30 minutes), Focus
groups (90 minutes).
Estimated Total Annual Burden Hours: 101,125.
Authority: 44 U.S.C. 3501 et seq.
Spencer W. Clark,
Treasury PRA Clearance Officer.
[FR Doc. 2024-13995 Filed 6-25-24; 8:45 am]
BILLING CODE 4810-AS-P
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