Notice2024-15976
Agency Information Collection Activities; Proposed eCollection eComments Requested; Extension of a Previously Approved Collection; DOJ's OMB Circular A-11 Section 280 Information Collection Request: Improving Federal Customer Experience
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
July 19, 2024
Issuing agencies
Justice Department
Abstract
The Department of Justice (DOJ), Office of the Chief Information Officer will be submitting the following information collection request to the Office of Management and Budget (OMB) for review and approval in accordance with the Paperwork Reduction Act of 1995.
Full Text
<html>
<head>
<title>Federal Register, Volume 89 Issue 139 (Friday, July 19, 2024)</title>
</head>
<body><pre>
[Federal Register Volume 89, Number 139 (Friday, July 19, 2024)]
[Notices]
[Pages 58767-58768]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-15976]
-----------------------------------------------------------------------
DEPARTMENT OF JUSTICE
[OMB Control Number 1103-0120]
Agency Information Collection Activities; Proposed eCollection
eComments Requested; Extension of a Previously Approved Collection;
DOJ's OMB Circular A-11 Section 280 Information Collection Request:
Improving Federal Customer Experience
AGENCY: Department of Justice, Office of the Chief Information Officer.
ACTION: 30-Day notice.
-----------------------------------------------------------------------
SUMMARY: The Department of Justice (DOJ), Office of the Chief
Information Officer will be submitting the following information
collection request to the Office of Management and Budget (OMB) for
review and approval in accordance with the Paperwork Reduction Act of
1995.
DATES: Comments are encouraged and will be accepted for 30 days until
August 19, 2024.
FOR FURTHER INFORMATION CONTACT: If you have additional comments
especially on the estimated public burden or associated response time,
suggestions, or need a copy of the proposed information collection
instrument with instructions or additional information, please contact
Catalina Martinez, 950 Penn Ave. NW, Washington, DC 20530, Phone: 202-
705-5740, Email: <a href="/cdn-cgi/l/email-protection#fab99b8e9b9693949bd4979b888e93949f80ba8f899e9590d49d958c"><span class="__cf_email__" data-cfemail="bdfedcc9dcd1d4d3dc93d0dccfc9d4d3d8c7fdc8ced9d2d793dad2cb">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: The proposed information collection was
previously published in the Federal Register on May 15, 2024, allowing
a 60-day comment period. Written comments and suggestions from the
public and affected agencies concerning the proposed collection of
information are encouraged. Your comments should address one or more of
the following four points:
--Evaluate whether the proposed collection of information is necessary
for the proper performance of the functions of the U.S. Department of
Justice, including whether the information will have practical utility;
--Evaluate the accuracy of the agency's estimate of the burden of the
proposed collection of information, including the validity of the
methodology and assumptions used;
--Evaluate whether and if so how the quality, utility, and clarity of
the information to be collected can be enhanced; and
--Minimize the burden of the collection of information on those who are
to respond, including through the use of appropriate automated,
electronic, mechanical, or other technological collection techniques or
other forms of information technology, e.g., permitting electronic
submission of responses.
Abstract: 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
30-day notice in the Federal Register concerning each proposed
collection of information, including each proposed extension of an
existing collection of information, before submitting the collection to
OMB for approval. To comply with this requirement, DOJ is publishing
notice of the proposed collection of information set forth in this
document.
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
[[Page 58768]]
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. Inquiries will be limited 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.
Overview of This Information Collection
1. Type of Information Collection: Extension of a previously
approved collection.
2. The Title of the Form/Collection: DOJ's OMB Circular A-11
Section 280 Information Collection Request: Improving Federal Customer
Experience.
3. The agency form number, if any, and the applicable component of
the Department sponsoring the collection: DOJ, Office of the Chief
Information Officer.
4. Affected public who will be asked or required to respond, as
well as the obligation to respond: Affected Public: State, local and
tribal governments, individuals and households, Private Sector--for or
not for profit institutions, and Federal Government]. The obligation to
respond is voluntary.
5. An estimate of the total number of respondents and the amount of
time estimated for an average respondent to respond: 2,001,550.
The time 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 1.5 hours to participate in an
interview.
6. An estimate of the total annual burden (in hours) associated
with the collection: Ex: The total annual burden hours for this
collection is 101,125.
7. An estimate of the total annual cost burden associated with the
collection, if applicable: $0.
Total Burden Hours
--------------------------------------------------------------------------------------------------------------------------------------------------------
Number of Total annual Total annual
Activity respondents Frequency responses Time per response burden (hours)
--------------------------------------------------------------------------------------------------------------------------------------------------------
Title................................... 2,001,550 1/annually................. 2,001,550 Varies..................... 101,125
---------------------------------------------------------------------------------------------------------------
Unduplicated Totals.................
--------------------------------------------------------------------------------------------------------------------------------------------------------
If additional information is required contact: Darwin Arceo,
Department Clearance Officer, United States Department of Justice,
Justice Management Division, Policy and Planning Staff, Two
Constitution Square, 145 N Street NE, 4W-218, Washington, DC.
Dated: July 16, 2024.
Darwin Arceo,
Department Clearance Officer for PRA, U.S. Department of Justice.
[FR Doc. 2024-15976 Filed 7-18-24; 8:45 am]
BILLING CODE 4410-PN-P
</pre><script data-cfasync="false" src="/cdn-cgi/scripts/5c5dd728/cloudflare-static/email-decode.min.js"></script></body>
</html>Indexed from Federal Register on July 19, 2024.
This is legal information, not legal advice. Laws vary by jurisdiction and change frequently. Always verify current law with official sources and consult a licensed attorney in your jurisdiction for advice on your specific situation.